Bilqees Adeyemi

Lead and supervised a team of call center agents, supporting members with health insurance inquiries, including claims, benefits, eligibility, and authorizations. Monitored call metrics (AHT, CSAT, QA scores, FCR) to ensure top-tier service delivery aligned with internal and regulatory standards. Conducted regular coaching sessions, team meetings, and performance evaluations to support growth and accountability.

Lead- Call Center - Oceanic Health Management Limited - Lagos, Nigeria

(2025-06)

• Lead and supervised a team of call center agents, supporting members with health insurance inquiries, including claims, benefits, eligibility, and authorizations.
• Monitored call metrics (AHT, CSAT, QA scores, FCR) to ensure top-tier service delivery aligned with internal and regulatory standards.
• Conducted regular coaching sessions, team meetings, and performance evaluations to support growth and accountability.
• Managed escalated member issues with professionalism and empathy, often involving coordination with other departments such as claims, provider services, or appeals.
• Used tools for call management, reporting, and CRM.
• Collaborated with other departments to resolve complex issues
• Improved Quality Assurance and Training to identify knowledge gaps and develop improvement strategies.
• Prepared and presented reports on team performance, customer feedback and operational challenges to management.
• Voluntarily assumed provider management responsibilities, successfully onboarding 10 healthcare providers and ensuring uninterrupted provider support across Ogun State and the South-South region during a three-month staffing gap.

Call Center Executive - Oceanic Health Management Limited - Lagos, Nigeria

(2023-06 - 2025-06)

• Managed 50–70 inbound customer interactions daily, resolving inquiries related to health insurance benefits, claims, authorizations, and provider access while maintaining high customer satisfaction.
• Identified and resolved customers' complaints, issues and inquiries
• Addressed customer's complaints, trouble shoot issues and de-escalate complex issues or unresolved issues to the appropriate department/unit
• Followed up with customers to ensure their issues have been resolved and they remain satisfied
• Updated and documented clients' records for tracking and reference purposes
• Selected to independently manage a portfolio of 400+ prospective enrollees for a major corporate client. Converted 275 prospects into active health plan members within seven months, increasing client enrolment from 225 to 500 (122% growth). Strengthened provider relationships and successfully reactivated previously terminated healthcare providers

Program Officer (Contract) - The Youth Saver Initiatives - Ogun, Nigeria

(2021-08 - 2021-12)

• Managed the portfolio on Malaria Accountability and Advocacy Project sponsored by ACOMIN
• Coordinate the planning and implementation of the project

Program Officer - The Youth Saver Initiatives - Ogun, Nigeria

(2020-05 - 2021-07)

• Coordinated advocacy and mobilization for outreaches
• Coordinated outreaches and facilitate training on ATM (HIV/AIDS, malaria, TB) and Adolescent and youth reproductive health sponsored by ECEWS-KNCV and The Challenged Initiative, respectively.
• Campaigned and oversaw the planning and implementation of ATM (HIV/AIDs, Tuberculosis and Malaria) and Reproductive Health activities including contact tracing on DR-TB
• Lead and facilitated qualitative assessment (FGD – Focus Group Discussion) to enhance the knowledge of youth on the ATM and Adolescent and Youth Reproductive Health.
• Case managed by monitoring about 20 DRTB patients through identification of new TB patients, follow up on screening process and categorization

Program Associates - The Youth Saver Initiatives - Ogun, Nigeria

(2018-08 - 2020-05)

• Assisted in advocacy and mobilization for outreaches Assisted on the coordination of outreaches and facilate training on ATM (HIV/AIDS, malaria, TB)
• Campaigned, planned and ensured the implementation of ATM (HIV/AIDs, Tuberculosis and Malaria) activities including contact tracing on DR-TB sponsored by ECEWS-KNCV
• Participated in qualitative assessment (FGD – Focus Group Discussion)to enhance the knowledge of youth on the ATM
• Assisted in Case management of DRTB patients in every quarter through identification of new TB patients, follow up on screening process and categorization

Program Assistant - The Youth Saver Initiatives - Ogun, Nigeria

(2018-05 - 2018-07)

• Assisted in entry data of advocacy, mobilization and outreaches conducted
• Joined the Campaign team on ATM (HIV/AIDs, Tuberculosis and Malaria) related activities
• Assisted the Program Associates in qualitative assessment (FGD – Focus Group Discussion) to enhance the knowledge of youth on the ATM

Complaint Handler - Emmanuel Medical Services

(2013 - 2015)

Medical Laboratory Personnel - Emmanuel Medical Services

(2013 - 2015)

Medical Laboratory Personnel - Optimal Specialist Hospital

(2010 - 2011)

Sales Representative - AIICO Insurance

(2008 - 2008)

M.Sc. - Public health - Ahmadu Bello University (2025-09)

B.Sc. - Microbiology - Olabisi Onabanjo University, Ago-Iwoye, Nigeria (2004-01 - 2008-05)