Oluwatobi Oyewumi

Dedicated and result driven escalation specialists with a proven record of effectively managing escalations and leading high performance to deliver exceptional customer service. Skilled in identifying root causes of issues and implementing strategic solutions to drive process improvements. Adept at fostering a collaborative and positive work environment to maximize team productivity and ensure the timely resolution of complex customer's issues.

Known for strong leadership, communication, and problem-solving abilities with a commitment to achieving operational excellence and exceeding performance targets.

Escalation Response Specialist, Research and Response Team - Centene Corporation - Orlando, FL

(2022-10)

• Provide first call resolution by utilizing internal/external resources, investigating, and documenting all issues according to required guidelines.
• Manage escalated customer issues and provide timely effective resolutions by using the applicable call handling process in real time which includes working with external organizations (Social Security Administration, Center for Medicare, and Medicaid Services).
• Create and maintain detailed record of escalated cases and resolution for quality assurance and metrics reporting through the Customer Relationship Management (CRM) application.
• Support leadership with training new hires through side-by-side mentoring on call handling processes, modelling utilization of systems and resources to lead effective production.
• Handle offline outbound member outreach projects. Reached out to over 150 escalated member cases to mitigate Complaint Tracking Models and enhance customer experience.

Customer Experience Specialist - The Friends Academy - Orlando, FL

(2019-07 - 2022-10)

• Manage customer inquiries and issues through various channels ensuring prompt and effective resolution while maintaining prominent level of professionalism and empathy
• collaborated with cross functional teams to identify and address pinpoints in customer experience leading to process improvement and streamlined customer interaction.
• Developed and implemented strategies to enhance the overall customer journey resulting in a 15% increase in customer satisfaction ratings within my first year
• Contributed to the development of training materials and conducted training sessions to improve the customer service skills of frontline staff

Administrative Office Support I - Valencia College - Orlando, FL

(2015-12 - 2018-12)

• Provided comprehensive administrative support to team of managers, including calendar management, travel arrangement and expense reporting.
• Managed incoming calls, correspondence, and emails, directing inquiries to appropriate staff and ensuring timely responses
• Provided administrative support to various departments, including data entry, report generation and scheduling.

Bachelor of Applied Sciences - Business and Organizational Leadership - Valencia College (2022-04)

Technical Certificate - Business Operations - Valencia College (2018-08)

Bachelor of Science - Microbiology - University of Jos, Nigeria (2015-05)