Mashuud Bolarinwa

Customer Support, Advocacy, and Operations Specialist with 7+ years of experience across telecom, healthcare, and retail environments. Skilled at resolving complex customer issues, drafting clear written responses, and partnering cross-functionally with Product, Operations, Compliance, and Leadership teams. Known for empathy, accuracy, and a solutions-first mindset that restores trust and strengthens customer relationships.

Adept in CRM platforms, ticketing systems, billing workflows, and process improvement. Highly organized, analytical, and committed to delivering excellent customer experiences.

Administrative Support Analyst (Apr 2024 – Dec 2025)

• Provide frontline customer support via phone and email, resolving inquiries, technical issues, and service concerns with empathy and clarity.

• Investigate recurring pain points and categorize issues to support product improvements, reducing repeat customer contacts.

• Maintain accurate and compliant documentation in CRM systems while ensuring alignment with brand standards.

• Build and maintain recurring reports and dashboards for leadership, outlining volume trends, SLA performance, and staffing needs.

• Partner with Product and Operations teams to improve the knowledge base and create smoother support workflows.

• Led daily clinic operations, ensuring smooth scheduling, patient flow, and conflict resolution in a fast-paced healthcare environment.

• Managed escalations with empathy, ensuring privacy compliance while resolving complaints and access issues.

• Coordinated closely with physicians, nurses, and administrative teams to maintain on-time schedules and reduce repeat inquiries.

• Oversaw billing workflows, insurance claims, payments, A/R, and EMR documentation with high accuracy.

• Standardized communication and administrative processes, reducing errors and improving the patient experience.

• Delivered end-to-end customer support across inquiries, order entry, billing, and after-sales service.

• Drafted detailed, empathetic written responses addressing customer concerns while ensuring transparent expectations.

• Partnered with logistics teams to resolve delivery delays, damages, and replacements, restoring customer confidence.

• Processed billing adjustments, warranty claims, and exchanges with precise documentation and follow-through.

• Supported store sales teams by checking inventory, entering orders accurately, and preventing escalations through proactive problem solving.

• De-escalated complex customer issues by offering solutions, alternatives, and clear next steps.

• Associate of Science, Project Management – Fleming College (2024)

• Associate of Science, Business Administration Management – Centennial College (2023)

• Bachelor of Science, Physiology (Minor: Anatomy Biochemistry) – University of