Joseph Ayodele

I am an astute Business & Office Administrator, a consummate Customer Services expert and an accompished Complains Handler. I am ready to explore and drive towards success.

Customer Contact Advisor - NHS BUSINESS SERVICES AUTHORITY - Stella House Goldcrest Way, Newburn Riverside, Newcastle Upon Tyne, United Kingdom. NE15 8NY.

(2025-01)

• Deliver high-quality customer support across multiple channels, ensuring service-level agreements are met.
• Resolve complex system-related issues affecting dental and prescription services.
• Maintain accurate and confidential patient records in line with NHS governance standards.
• Helping patients to understand claim of benefits and exemptions regarding the collection of prescriptions and receiving dental treatments.
• Guiding patients with the process of payment of penalties.
• Identify and support vulnerable service users through tailored communication.
• Contribute to service improvement through coaching sessions and team meetings.

Specialist Customer Care - Fraud - BARCLAYS U.K. (RANSTARD SOURCERIGHT UK) - 5 Admiral Way, Doxford, SR3 3XW, Sunderland, United Kingdom.

(2024-08 - 2024-10)

• Provided customer service through various communication channels including email, and phone.
• Executed customer service requirements to resolve more complex, specific customer needs, and provided unique, personalized resolution for each case.
• Collaborated with teams across the bank to align and integrate customer care processes.
• Identified areas for improvement to provide recommendations for change in customer care processes.
• Developed and implemented customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolved specific customer inquiries and issues related to the bank's products and services, including account balances, transactions, and payments.
• Developed and executed reports and presentations on customer care performance and communication of findings to internal senior stakeholders.
• Identified industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Customer Care Administrator - NORTHUMBRIA PRIMARY CARE - NPC Northumbria Way, Northumbria Health & Care Academy, Unit 2 Northumbria Way, Cramlington Northumberland, United Kingd

(2024-01 - 2024-08)

• Dealt with telephone calls from patients and third parties as appropriate.
• Scanned all incoming patient information into their computerized medical records.
• Answered telephone calls and responded to all inquiries, directing the public as appropriate.
• Provided administrative support to nursing and clinical staff.
• Issued invoices and sought payment for private work, keeping a record of monies received and owed using a Microsoft Excel spreadsheet.
• Received confidential information by telephone or face-to-face and inputted accurately into SystmOne as appropriate.
• Ensured external mail was posted off daily.
• In the instance of staff absence due to annual leave or sickness, provide cover for the other members of the secretarial team.
• Helped in reception when required

Patient Services Officer - VALENS MEDICAL PARTNERSHIP - Northumbrian Rd, Cramlington, United Kingdom. NE23 1XZ.

(2023-09 - 2023-12)

• Managed patient navigation and appointment pathways.
• Ensured all patient records were kept up-to-date at the point of transaction and that such record-keeping was accurate and complied with all data protection legislation.
• Handled patient complaints professionally to positive resolution.
• Ensured compliance with information governance standards.

Manager/Team Lead - NIRSAL MICROFINANCE BANK - Ado Ekiti Branch, Ekiti State. Nigeria.

(2019-08 - 2023-02)

• Led and supervised a multidisciplinary team to achieve KPIs.
• Coached staff and supported performance development.
• Managed high-value client portfolios and improved customer retention.
• Conducted risk assessments and supported compliance decisions.

MSc - Project Management - Northumbria University Newcastle (2024-06)

Bachelor of Science - Business Administration - Ambrose Alli University (2009-03)

Higher National Diploma - Business Administration & Management - Federal Polytechnic Ede (2000-02)