Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Open To Work

Hamid Olayiwola Okunade

Ajah

Work Preference

Job Search Status

Open to work
Desired start date: 2 weeks notice

Desired Job Title

PATIENT RELATIONS AND SERVICE MANAGER.Customer Experience OfficerCONTACT CENTER SUPERVISORContact Centre Operation Team LeadCustomer Service / Loan Recovery Officer

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

On-SiteRemote
Location: Ajah, NGLagos ikeja
Open to relocation: Yes

Salary Range

₦400000/yr - ₦900000/yr

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing

Summary

A highly experienced Customer Experience and Patient Relations professional with a proven track record of improving service delivery, resolving complex patient concerns, and leading cross functional teams in fast paced healthcare and service environments. Skilled in complaints resolution, service performance monitoring, staff coaching and operational co-ordination to ensure excellent patient satisfaction and compliance with hospital standards. Recognized for strong communication, leadership and problem solving - solving abilities, with a commitment to delivering exceptional patient- centered care and enhanced organizational reputation.

Overview

17
17
years of professional experience
1
1
Certification

Work History

PATIENT RELATIONS AND SERVICE MANAGER.

DUCHESS INTERNATIONAL HOSPITAL
Ikeja, Lagos, Nigeria
11.2025 - Current
  • Ensure timely and empathetic resolution of patient's complaints,escalating critical or unresolved issues promptly to senior management.
  • Oversee day-to day service delivery across nursing,housekeeping,administrative units and credit control within the assigned area.
  • Monitor and analyze key service performance indicators such as patient wait times complaints volumes and discharge delays and implement corrective measures.
  • Prepare and submit comprehensive end-of shift duty reports to the COO's office for monitoring and action.
  • Ensure strict adherence to hospital policies,operational protocols, patient safety and quality standards.
  • Facilitate orientation, ongoing training and coaching focused on customer service excellence and compliance with service standards.

CONTACT CENTER SUPERVISOR

DUCHESS INTERNATIONAL HOSPITAL
Ikeja, Lagos, Nigeria
03.2025 - 10.2025
  • Supervised daily operations, ensuring adherence to quality standards and service excellence.
  • Trained and mentored staff, enhancing team performance and customer engagement skills.
  • Implemented process improvements, increasing efficiency in call handling and issue resolution.
  • Analyzed performance metrics, identifying trends to enhance service delivery strategies.
  • Resolved escalated customer complaints, fostering positive relationships and maintaining high satisfaction levels.
  • Supervised and tracked phone and email activity using various contact center applications and software tools.
  • Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.

Customer Experience Officer

Duchess International Hospital
Ikeja, Lagos, Nigeria
03.2022 - Current
  • Coordinate appointment for Patients with doctors, nurses & other clinical staffs associated with their care.
  • Answer all telephone enquiries effectively and in accordance to the company policy.
  • Educate Patient's about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Respond to patient's requests, offering excellent support and tailored recommendations to address needs.

Contact Centre Operation Team Lead

FAIRMONEY NIGERIA, OUTCESS Solutions Nigeria Limited
Lagos
09.2019 - 06.2021
  • Training and coaching team members to support their personal development.
  • Manage workflow of Call Center floor monitor incoming calls support functions and special projects.
  • Responsible for training call center representatives on contact center key performance indicators (KPIs) and Telephone etiquette and Consistency.
  • Provide first level technical assistance before escalating to Technical Department.
  • Provide feedback and coaching to ensure call service and call quality goals are met daily.
  • Monitors individual team and entre call center results to identify performance trends to ensure attainment of revenue goals and performance targets.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Customer Service / Loan Recovery Officer

BRANCH INTERNATIONAL, OUTCESS Solutions Nigeria Limited
Lagos
01.2019 - 09.2020
  • Identifying existing and prospective customers needs via mails phone or social media and providing answers quickly or escalating to relevant colleagues.
  • Follow up and resolving customer's complaint and queries within the allowed time to meet response target.
  • Collaborate with teams and other departments to ensure overall customer satisfaction.
  • Supporting the collections process by making calls to customers at risk of falling into arrears and arranging repayment plans.

Call Center Agent

DSTV MULTICHOICE, OUTCESS Solutions Nigeria Limited
Lagos
01.2018 - 12.2018
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Maintained high levels of customer satisfaction and retention.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Make outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
  • Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.

Customer Care Representative Agent

MTN, MTN Nigeria Call Centre
10.2012 - 01.2016
  • Capture and monitor customer's complaints and points of Improvement.
  • Ensure complaints and queries are promptly attended to and escalated appropriately. Educating customers on product and services functionalities features and competitive advantage.
  • Handle all enquiries and request of customers and ensure quick resolution as well as inform customers of status of their Complaints.
  • Document all call information according to standard operating procedures.

Administrative Assistant

Abubakar Tafawa Balewa University
Bauchi
10.2008 - 10.2009
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Executed record filing system to improve document organization and management.
  • Received and screened incoming calls, emails and visitors and alert to priority matters.

Education

Biochemistry

Lagos State University
Lagos
10-2008

Secondary Leaving Certificate - undefined

Lagos State Model College
Lagos
06-2000

Skills

  • Good listening skills
  • Problem solving & Conflict resolution
  • Multitasking and organization
  • Strategic sales knowledge
  • Written and oral communication
  • Product knowledge
  • CRM Systems
  • Professional telephone demeanor
  • Team management / Staff Coaching
  • Service Quality Monitoring
  • Complaint resolution& Escalation management

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
  • Supervised team of 50 staff members.

Certification

  • 2012-09 MTN “HOW May I Help You (Online) Training”
  • 2021-08 Agent Plus Certification for Frontline Customer Service Professionals (QAI)
  • 2009-11 Nigeria Institute of Management, (NIM). Chartered Graduate

Languages

ENGLISH
YORUBA

Timeline

PATIENT RELATIONS AND SERVICE MANAGER.

DUCHESS INTERNATIONAL HOSPITAL
11.2025 - Current

CONTACT CENTER SUPERVISOR

DUCHESS INTERNATIONAL HOSPITAL
03.2025 - 10.2025

Customer Experience Officer

Duchess International Hospital
03.2022 - Current

Contact Centre Operation Team Lead

FAIRMONEY NIGERIA, OUTCESS Solutions Nigeria Limited
09.2019 - 06.2021

Customer Service / Loan Recovery Officer

BRANCH INTERNATIONAL, OUTCESS Solutions Nigeria Limited
01.2019 - 09.2020

Call Center Agent

DSTV MULTICHOICE, OUTCESS Solutions Nigeria Limited
01.2018 - 12.2018

Customer Care Representative Agent

MTN, MTN Nigeria Call Centre
10.2012 - 01.2016

Administrative Assistant

Abubakar Tafawa Balewa University
10.2008 - 10.2009

Secondary Leaving Certificate - undefined

Lagos State Model College

Biochemistry

Lagos State University

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Hamid Olayiwola Okunade