Tosin Omotosho
Winnipeg,MB
Summary
A driven operations professional with over 4 years of experience across client relations, process improvement, and project management. Skilled in managing escalations, enhancing customer experience, and optimizing resource allocation in fast-paced environments. Strong communicator and collaborative team member with proven success in maintaining high-performance standards, resolving complex inquiries, and aligning processes with organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Rep /Customer Subject Matter Expert (SME)
Sutherland Global
Winnipeg, CA
03.2024 - Current
- Managed cases in the escalations queue, consistently ensuring timely resolution and adherence to requirements.
- Offered guidance to team members and other departments via Slack, providing prompt and accurate responses to complex inquiries.
- Took ownership of daily tasks, including process status changes, request processing, mapping, and special projects, ensuring compliance and process efficiency.
- Collaborated with customer support, operations, product, customer success, and legal teams to address and resolve process issues, contributing to a 95% monthly KPI in QA and over 90% in FCR, CSAT, RR, and NPS.
- Acted as a primary resource for complex inquiries, reducing AHT by 18% for my pod.
- Analyzed customer feedback and call trends to suggest and implement policy or process adjustments, enhancing team productivity by 15%.
- Coached representatives needing additional training, maintaining updated resources such as FAQs and knowledge bases.
Scheduling Coordinator / Team Lead
CBI Health
Winnipeg, CA
11.2022 - Current
- Coordinated employee and client schedules, achieving a 25% reduction in scheduling conflicts and a 15% increase in team productivity through effective resource allocation strategies.
- Developed process improvements in collaboration with management, increasing scheduling efficiency and customer satisfaction.
- Coached team members on new processes to ensure proper understanding and implementation.
- Maintained regular communication across multiple platforms, proactively resolving issues for Clipboard Health's partner facilities and professionals.
Team Lead / Project Manager - Operations
Oshotim Group
Lagos, Nigeria
03.2020 - 07.2022
- Led multiple projects from initiation to closure, consistently meeting schedules and delivering high-quality results.
- Collaborated with stakeholders to define project goals, ensuring alignment with client expectations and organizational priorities.
- Evaluated construction methods to enhance cost-efficiency and resource allocation, optimizing project delivery.
- Managed inventory updates for equipment and spare parts, ensuring quality standards were upheld and fostering positive relationships with stakeholders.
Assistant Program Director
Bay Cove Human Healthcare Services
, USA
05.2019 - 02.2020
- Promoted to Assistant Project Director for community-based initiatives, inspiring independent living and social interaction among residents
- Implemented progressive care plans, resulting in a 30% increase in patient satisfaction and enhanced healthcare delivery standards
- Improved group home operations, elevating care standards and ensuring resident safety
- Supervised a team of 10 staff members, supporting 4 residents with developmental delays and mental health conditions, ensuring optimal care and team performance
Education
Dip. Technology Management (Honors) -
Red River College
08.2023
Msc. Healthcare Management (Honors) -
University of Massachusetts Dartmouth
USA01.2019
Skills
- Project and Product Management
- Attention to Detail
- Data analysis
- Microsoft Office
- CRM system proficiency, SAS, Zendesk
- Critical Thinking
- Active listening
Timeline
Customer Service Rep /Customer Subject Matter Expert (SME)
Sutherland Global
03.2024 - Current
Scheduling Coordinator / Team Lead
CBI Health
11.2022 - Current
Team Lead / Project Manager - Operations
Oshotim Group
03.2020 - 07.2022
Assistant Program Director
Bay Cove Human Healthcare Services
05.2019 - 02.2020
Dip. Technology Management (Honors) -
Red River College
Msc. Healthcare Management (Honors) -
University of Massachusetts Dartmouth
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