Bukola Atolagbe
Winnipeg,MB
Summary
Dedicated and results-driven professional with 10+ years of experience in customer service. Motivated personnel with the aim of improving customer experience, and satisfaction while also maintaining positive image of the organization. Proven ability in active listening, empathy, problem-solving, and creating high-quality professional relationships with customers. Ability to maintain balanced emotions, and approach toward customer’s issues with positive, and welcoming attitude.
Overview
11
11
years of professional experience
Work History
Customer Service Advisor II (Fraud & Dispute)
Concentrix Technologies Services
Hamilton, W-A-H
10.2023 - Current
- Identifying and analyzing potential fraudulent situations and suspicious activities on clients’ accounts.
- Processing dispute and fraud claims in accordance with organization guidelines and policies.
- Reviewing transactions with customers and tagging the transactions with the appropriate fraud codes and completing block and transfer.
- Resolving billing and technical issues for customers with adherence to Complaint Handling Process (CHP).
- Fulfilling customer’s request for balance transfer, credit limit increase or decrease, credit balance refunds, and product change.
- Answering questions about customer’s current balance, available credit, credit limit, statement, and other related issues
- Maintaining accurate records of customer interactions, including inquiries, complaints, resolutions, and follow-up actions appropriately.
- Searching company’s databases to retrieve customer’s information.
- Assisting customers with account maintenance such as pin reset, card activation, customer information and address.
Assistant Chief Information Officer (Team Leader)
University College Hospital (UCH)- Ibadan
Ibadan, NGA
01.2022 - 07.2023
- Supervised team members by reviewing their responses and activities on inbound calls, and email responses.
- Trained Information Officers to support corporate growth and UCH Management vision and objectives.
- Provided regular updates and reports to the management of the Hospital, highlighting achievement, challenges, and recommended actions.
- Created, updated, and executed procedures and processes to facilitate quality service experiences for customers.
- Managed crisis and provided emergency response within the Hospital.
- Provided protocol and passage services for diplomatic personnel, accreditation team and management team.
- Gathered feedback from customers about their experiences and satisfaction level.
Senior Information Officer
University College Hospital (UCH)- Ibadan
Ibadan, NGA
10.2013 - 12.2021
- Handled over 30+ customer interactions daily through phone calls and emails, giving detailed, personalized, friendly, and polite service to ensure customer satisfaction and retention.
- Answered inquiries of patients and patients’ relatives about appointments, clinics, billings, surgeries, and investigations.
- Managed internal communications, correspondence, record tracking and data analysis.
- Directed customers' communication to appropriate department personnel for necessary action.
- Responded effectively to sensitive inquiries or complaints from clients and different stakeholders.
- Acted as the gate keeper for information about the Hospital.
- Ensured data entry into the organization's system.
Education
Bachelor of Arts (English) -
University of Ilorin
NigeriaSkills
- Multitasking
- Computer skill
- People-oriented
- Stress management
- Communication skills both written and verbal
- Time management
- Complaint Handling
- Adaptability
Timeline
Customer Service Advisor II (Fraud & Dispute)
Concentrix Technologies Services
10.2023 - Current
Assistant Chief Information Officer (Team Leader)
University College Hospital (UCH)- Ibadan
01.2022 - 07.2023
Senior Information Officer
University College Hospital (UCH)- Ibadan
10.2013 - 12.2021
Bachelor of Arts (English) -
University of Ilorin
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