KEHINDE OLABISI MOLADE
Ogba
Summary
Detail-oriented Customer Service Professional with a strong background in the optical industry. Enhances patient satisfaction through effective communication and thorough documentation. Manages high volumes of inbound calls while maintaining strong customer relationships. Utilizes CRM systems to streamline operations and deliver exceptional service.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Optical Assistant
The Eye Doctor's Limited
02.2022 - Current
- Receive Inbound and outbound calls from patients on all Optical complaints and enquiries.
- Guided patients in selecting frames that matched their lens requirements, enhancing their overall satisfaction and experience.
- Confirmed patient eligibility with health insurance and submitted requests for approval, ensuring timely access to necessary services.
- Resolved patient inquiries regarding insurance claims and medical benefits, providing clear information and support to facilitate their care.
- Welcoming of Patients/clients and answering their enquiries.
- Scheduling appointments and coordinating calendars.
- Ensured timely access to patient files by coordinating with office assistant for efficient delivery.
- Communicated with optical technicians and optometrists regarding patients' lenses.
- Give appropriate medications tags, book patients for surgery and payment confirmations.
Office Manager/Front Desk Officer/ Head of Operations/Social Media Manager
Aquila's Portico
01.2020 - 12.2020
- Monitored daily office routine to ensure smooth operations.
- Management of the calendar and scheduling.
- Welcoming Clients and attending to their inquiries.
- Setting up physical and online meetings, attending them and taking notes.
- Coordinated business travel and vacation plans for staff.
- Creation of invoices, receipts and confirmation of subscriptions/payments.
- Creation of expense reports.
- Monitoring, supervision and restocking of Office supplies.
- Assistance in the recruitment and training process of new staff.
- Responding to all Inbound calls, texts and mails.
- Proofreading, and ensuring all documents measure up to the required standard such as bill payments.
- Entered data into databases accurately
- Managed social media accounts to enhance online presence.
- Creation of contents and pictures for the company's website
- Executed advertising campaigns and promotions for brand visibility
Presiding Officer
National Youth Service corp (NYSC)
01.2020 - 12.2021
- Coordinated polling unit activities to ensure efficiency and compliance with regulations.
- Collected and inspected ballot box and contents post-voting to uphold election integrity.
- Coordination of the Polling unit and assistant presiding officers.
- Provided voter support to streamline the voting process and improve overall experience.
- Completion of ballot paper account and associated paperwork.
- Delivery of ballot box and associated paperwork to the designated location.
Manager/ Social Media Manager
Chophaus
01.2019 - 12.2020
- Executed online promotions and marketing strategies to increase brand visibility.
- Engaged with customers on social media to address inquiries and enhance customer satisfaction.
- Managed budget allocation to enhance resource distribution and control expenses.
- Monitoring performance and Initiating action to strengthen results.
- Problem resolution and decision-making.
- Recruitment, Selection, Orientation and training of employees.
- Ensuring compliance with licensing, hygiene, health and safety guidelines.
- Implemented quality control measures to ensure product reliability and safety.
Customer Service and Dispatch
Jumia Foods
Lagos
03.2017 - 05.2018
- Handled customer calls and inquiries to resolve issues promptly.
- Resolved customer complaints by providing effective solutions.
- Handled customer orders to ensure timely fulfillment.
- Confirmed customer orders through phone calls and chat support.
- Ensured secure packaging and monitored delivery processes for customer satisfaction.
- Ensured riders deliver within the allotted time.
- Monitoring Customer feedback from the back end.
- Make sure riders have up to date papers and follow company dress ethics.
Education
Human Resources Management
Obafemi Awolowo University
IFE05.2021
MCPA - Public Administration and Local Government Studies
The Polytechnic Ibadan
IBADAN, NIGERIA03.2020
Chartered Institute of Local Government And Public Administration - Local Government And Public Administration
The Chartered Institute of Local Government And Public Administration Nigeria
IBADAN,NIGERIA01-2018
Skills
- Customer support
- Call center skills
- Call handling procedures
- Inbound and outbound calling
- Client engagement
- Communication skills
- Accurate documentation
- Problem resolution
- Dispute resolution
- Appointment scheduling
- Data entry
- CRM software
- CRM expertise
- Zendesk and Sage Accounting System
- Professional telephone demeanor
- Email management
- Clerical support
- Task prioritization
- Spreadsheets
- Microsoft Office Suite
- Microsoft PowerPoint
- Multitasking and proactivity
- Team collaboration
- Strong teamwork
- Training programs
- Conflict resolution
- Social media management
- Election coordination
- Verbal and written communication
- Leadership skills
- Digital marketing tools
- Telephone management
- HTML and CSS
- Zendesk and Sage Accounting System
- Ebony EMR
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative/Optical Assistant
The Eye Doctor's Limited
02.2022 - Current
Office Manager/Front Desk Officer/ Head of Operations/Social Media Manager
Aquila's Portico
01.2020 - 12.2020
Presiding Officer
National Youth Service corp (NYSC)
01.2020 - 12.2021
Manager/ Social Media Manager
Chophaus
01.2019 - 12.2020
Customer Service and Dispatch
Jumia Foods
03.2017 - 05.2018
Human Resources Management
Obafemi Awolowo University
MCPA - Public Administration and Local Government Studies
The Polytechnic Ibadan
Chartered Institute of Local Government And Public Administration - Local Government And Public Administration
The Chartered Institute of Local Government And Public Administration Nigeria
Hobbies and Interests
- Participating in Social Activities
- Meeting people
Professional Qualifications And Membership
- Obafemi Awolowo University - UBIT, Ile-Ife, Osun State., Professional Certificate- Human Resources Management
- Chartered Institute of Local Government and Public Administration Nigeria, Member
- United Nations Development Program and Lagos state employment fund, Production Assistant
- Formazone Business School, Professional Certificate: Customer Service Relationship Management.
- Formazone Business School, Professional Certificate: Project Management.
- Formazone Business School, Professional Certificate: Strategic Management.
Achievements And Awards
- Jointly Organized provision of study materials and food for the less privileged at Ibadan.
- Overseeing the hiring process of marketers for the new sub-divisions of the company. Assisted in onboarding and training of new employees and increased productivity.
- Revamped the company website's content and images.
- Creation of new contents, images and videos for the new sub-divisions.
- Developed and Implemented efficient record keeping system.
- Maintained and nurtured relationships with key stakeholders resulting in a 15% percent increase in business partnerships and collaborations.
- Creation of content, contacts for the company's three subsidiaries as well as strong online presence. Was promoted to the position of Head of Operations.
- Managed and coordinated a high-profile executive project for Aquila's Portico, Geget Metallum and BT&S Interiors.
- Service to Humanity and community Statesmanship Honour (Life Gold Statesman).
- Certificate of Participation Man O' war Nigeria, 25-Kilometer Endurance Trek. 2018 Man O' War Nigeria.
- Obafemi Awolowo University staffhills Invasion. 2018 and 2019.
- Man O' war Nigeria The Polytechnic Ibadan Secretary General. 2016 for generating the largest funding for the Secretariat.
- Award of Merit The Polytechnic Ibadan PRO Olori Hall of Residence.
- Award of the Overall best graduating student as a Production Assistant. (UNDP)
Professional Qualifications And Membership
- Obafemi Awolowo University - UBIT, Ile-Ife, Osun State., Professional Certificate- Human Resources Management
- Chartered Institute of Local Government and Public Administration Nigeria, Member
- United Nations Development Program and Lagos state employment fund, Production Assistant
- Formazone Business School, Professional Certificate: Customer Service Relationship Management.
- Formazone Business School, Professional Certificate: Project Management.
- Formazone Business School, Professional Certificate: Strategic Management.
Achievements And Awards
- Jointly Organized provision of study materials and food for the less privileged at Ibadan.
- Overseeing the hiring process of marketers for the new sub-divisions of the company. Assisted in onboarding and training of new employees and increased productivity.
- Revamped the company website's content and images.
- Creation of new contents, images and videos for the new sub-divisions.
- Developed and Implemented efficient record keeping system.
- Maintained and nurtured relationships with key stakeholders resulting in a 15% percent increase in business partnerships and collaborations.
- Creation of content, contacts for the company's three subsidiaries as well as strong online presence. Was promoted to the position of Head of Operations.
- Managed and coordinated a high-profile executive project for Aquila's Portico, Geget Metallum and BT&S Interiors.
- Service to Humanity and community Statesmanship Honour (Life Gold Statesman).
- Certificate of Participation Man O' war Nigeria, 25-Kilometer Endurance Trek. 2018 Man O' War Nigeria.
- Obafemi Awolowo University staffhills Invasion. 2018 and 2019.
- Man O' war Nigeria The Polytechnic Ibadan Secretary General. 2016 for generating the largest funding for the Secretariat.
- Award of Merit The Polytechnic Ibadan PRO Olori Hall of Residence.
- Award of the Overall best graduating student as a Production Assistant. (UNDP)
Hobbies and Interests
- Participating in Social Activities
- Meeting people
References
- Mr Babajide Otitoju, Group Controller Current and Public Affairs, Television Continental News Nigeria, babajide.kolade-otitoju@tvccommunications.tv, 08033142573
- Rt. Air Commodore Bamidele Taiwo, Rt. Air Commodore, The Nigerian Airforce, 08033142573