GLORY PAUL
Lagos
Summary
Professional with extensive expertise in customer relationship management and operational oversight. Demonstrated success in enhancing patient experiences, streamlining workflows, and achieving high satisfaction ratings. Highly organized and proactive in addressing concerns and improving service quality.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Experience Manager
Indigo Medical Aesthetics
Lekki, Lagos
08.2025 - Current
- Collaborate with COO to develop and document Standard Operating Procedures
(SOPs) for respective departments, as directed by the Managing Director - Monitor facility conditions, identify faulty or damaged areas, and escalate maintenance issues
to the COO and Facility Manager for prompt resolution. - Distribute patient feedback forms to patients at the point of discharge to gather insights on patient experiences and identify opportunities for service improvement.
- Design & share recovery guides and educational materials with all patients
- Successfully organize and coordinate airport pick-ups for international patients
- Distribute patient feedback forms to patients at the point of discharge to gather insights on patient
experiences and identify opportunities for service improvement. - Monitor facility conditions, identify faulty or damaged areas, and escalate maintenance issues to the COO and Facility Manager for prompt resolution.
- Conduct post-operative follow-up calls to assess patient recovery, address concerns, and provide
additional support where necessary.
Head of Department, Patient Services
Lagos Executive Cardiovascular Centre
Lekki, Lagos
07.2024 - 08.2025
- Managed clinical operations including appointment scheduling and billing processes.
- Managed communications via telephone and email to ensure timely responses and maintain patient engagement.
- Liaised with team members and healthcare providers to maintain 100% patient satisfaction.
- Trained and supervised staff to enhance performance and foster a collaborative team environment.
- Developed schedules to optimize resource allocation and improve workflow efficiency.
- Coordinated departmental meetings to align on goals, share updates, and address challenges.
- Streamlined processes to boost operational efficiency and minimize delays.
- Conducted performance evaluations to identify development needs and provide constructive feedback.
Customer Service/Administrative Manager
Oculus Pro Clinic Limited
Lekki, Lagos
07.2019 - 09.2022
- Coordinated front office duties, enhancing customer service, patient scheduling, and billing processes.
- Managed clinic operations to ensure seamless workflow and patient satisfaction.
- Managed incoming and outgoing communications via telephone and email, improving response times.
- Tracked expenses and reconciled accounts, ensuring accuracy of financial records.
- Oversaw management of all social media platforms to strengthen online presence.
- Placed lens orders with suppliers to ensure timely delivery. for timely fulfillment.
Radio Show Assistant
Rhythm 93.7fm
08.2017 - 03.2019
- Developed detailed story outlines for radio show host, enhancing script quality and coherence.
- Composed, proofread, and edited scripts for broadcast accuracy and clarity.
- Invited guests for participation in talk and interview shows, enhancing content diversity.
- Executed strategic online marketing initiatives to raise show awareness and attract new listeners.
- Managed social media platforms to engage audiences effectively.
- Facilitated consistent communication with audience through social media, telephone, and emails, fostering listener engagement.
Education
WASSCE -
Augusta International College
01-2010
Bachelor Of Science - Mass Communication
National Open University
Skills
- Communication Skills
- Administration
- Management
- Digital Marketing
- Scheduling & Proofreading
- Graphics Design
- Clinical operations
- Customer relationship management
- Problem solving
- Conflict resolution
- Vendor relationship management
- Staff management
- Operations
- Workflow coordination
- Project management
- Personnel training and development
- Negotiation
Languages
English
Advanced (C1)
C1
Certification
- Customer Experience (CX) For Business Success
- Customer Relationship Management
- Chartered Customer Relationship Manager
Timeline
Patient Experience Manager
Indigo Medical Aesthetics
08.2025 - Current
Head of Department, Patient Services
Lagos Executive Cardiovascular Centre
07.2024 - 08.2025
Customer Service/Administrative Manager
Oculus Pro Clinic Limited
07.2019 - 09.2022
Radio Show Assistant
Rhythm 93.7fm
08.2017 - 03.2019
WASSCE -
Augusta International College
Bachelor Of Science - Mass Communication
National Open University