MOBOLADE EGBUWALO
New Malden, London,Uk
Summary
Experienced professional with focus on customer support and satisfaction. Delivers exceptional service by leveraging strong communication skills, problem-solving abilities, and customer-centric approach. Facilitates positive customer experiences and resolves issues promptly, ensuring client loyalty and company success.
Overview
7
7
years of professional experience
Work History
Customer Support Representative
Cobra Healthcare Ltd
London, United Kingdom
01.2024 - Current
- Took initiative in identifying patterns of queries from customers, contributing to process improvements.
- Managed high call volumes for better efficiency and productivity.
- Assisted customers with billing disputes, payment plans.
- Followed up on unresolved issues to guarantee quick solutions.
- Addressed customer queries, ensuring complete resolution.
- Provided guidance on healthcare financing options, including insurance coverage, payment structures, and available support programs.
- Maintained strict confidentiality when handling sensitive customer data, ensuring full compliance with regulatory guidelines.
- Liaised with internal departments to escalate complex cases and ensure timely resolutions for customers.
Loan Recovery / Debt Collection Officer
First Bank Plc
Lagos, Nigeria
09.2019 - 10.2023
- Contact customers with outstanding debts via phone, email, and written correspondence.
- Assess customers' financial situations, complete income, and expenditure assessments, and propose sustainable repayment solutions.
- Utilize First Bank’s debt collection policies and procedures to ensure timely recovery of overdue loans.
- Leverage frameworks such as the TEXAS model to identify and support vulnerable customers.
- Maintain accurate records of customer interactions and payment agreements.
- Work closely with Relationship Managers, Credit Risk teams, and external recovery agents to drive loan repayment strategies.
- Participate in team meetings, training, and policy updates on collections best practices.
- Provide regular reports on collections performance and recommend process improvements.
Accounting Intern
Flash change Limited (Fintech) -
Lagos, Nigeria
07.2018 - 07.2019
- Managed high volume invoice processing, ensuring prompt payments to suppliers.
- Streamlined financial reporting procedures by developing efficient data entry methods.
- Facilitated the annual auditing process by preparing necessary documents and liaising with auditors.
- Provided excellent customer service during interactions with clients regarding their billing queries.
- Drafted detailed reports on budget forecasts, aiding strategic planning initiatives.
- Developed proficiency in use of various accounting software packages for efficient work processes.
- Participated in month-end closing activities, improving speed and accuracy of financial reporting.
Education
Bachelor of Science - Accounting
Bowen University
Nigeria 06.2012 -
Master of Science - International Management
Teesside University
London 11.2023 - 11.2024
Skills
- CRM software expertise
- E-Mail etiquette
- Call handling techniques
- Ticket management system mastery
- Contact centre protocol practice
- Zendesk platform familiarity
- Microsoft office suite proficiency
- Knowledge of crm software
- Customer needs analysis
- Basic accounting principles
- Customer retention
Languages
English
Fluent
Timeline
Customer Support Representative
Cobra Healthcare Ltd
01.2024 - Current
Master of Science - International Management
Teesside University
11.2023 - 11.2024
Loan Recovery / Debt Collection Officer
First Bank Plc
09.2019 - 10.2023
Accounting Intern
Flash change Limited (Fintech) -
07.2018 - 07.2019
Bachelor of Science - Accounting
Bowen University
06.2012 -
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