Adeleye, Oluwatomiwo Rachael
Healthcare Customer Care Specialist
Lagos, NG.About
Highly adaptable and results-oriented professional with 3+ years of experience in customer care, healthcare administration, and pharmacy operations. Proven ability to achieve high customer satisfaction (100% rating) and resolve complex issues (98% first-contact resolution, 20% reduction in support requests). Eager to leverage strong interpersonal communication, problem-solving, and organizational skills to contribute to a dynamic organization's success and progress.
Work
Reliance Health
|Care Officer
Lagos, Lagos State, Nigeria
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Summary
Spearheaded client relationship management and issue resolution for a leading health organization, ensuring optimal satisfaction and operational efficiency.
Highlights
Achieved a remarkable 100% customer satisfaction rating and resolved 98% of daily inquiries at first contact by providing prompt, accurate information and de-escalating challenging situations.
Collaborated cross-functionally to resolve recurring support issues, leading to a 20% decrease in related support requests within the first few months.
Managed a high volume of client and prospective client inquiries, complaints, and requests, effectively guiding health plan selection and converting inbound prospects into clients.
Documented customer interactions, feedback, and suggestions meticulously using internal communication systems to facilitate issue tracking and resolution.
Contributed to team development by assisting in the onboarding and evaluation of junior care officers, fostering a collaborative work environment.
Pillsplus Pharmacy
|Pharmacy Assistant
Lagos, Lagos State, Nigeria
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Summary
Managed daily pharmacy operations, including customer service, inventory, and sales reporting, to ensure efficient service delivery and product availability.
Highlights
Provided comprehensive customer service, addressing client needs and managing prescription refills, contributing to enhanced patient satisfaction.
Generated accurate daily and monthly sales reports, contributing to informed inventory and procurement decisions.
Managed inventory effectively using a First-In, First-Out (FIFO) system, minimizing waste and ensuring product freshness and availability.
Procured out-of-stock pharmaceutical items from reputable suppliers, maintaining consistent product supply for customers.
Akerele Primary Healthcare Center
|Assistant Records Officer
Lagos, Lagos State, Nigeria
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Summary
Managed patient records and administrative tasks at a primary healthcare center, ensuring efficient information flow and patient registration.
Highlights
Streamlined patient flow by efficiently collecting appointment cards and retrieving hospital records for doctors, supporting timely consultations.
Registered new patients accurately, ensuring comprehensive capture of demographic and medical information for record-keeping.
Maintained organized patient records, contributing to the overall efficiency of the healthcare facility's administrative operations.
General Hospital Lagos Island
|Laboratory Intern
Lagos, Lagos State, Nigeria
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Summary
Supported laboratory operations through sample management and basic testing, gaining foundational experience in clinical diagnostics.
Highlights
Assisted with the precise registration and collection of patient samples, ensuring proper labeling and preparation for analysis.
Performed basic laboratory tests under direct supervision, contributing to the initial stages of diagnostic processes.
Gained practical insights into complex laboratory investigations by observing senior technicians and scientists, enhancing understanding of advanced procedures.
Education
Yaba College of Technology
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HND
Microbiology
Yaba College of Technology
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OND
Science Laboratory Technology
Akute Grammar School
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SSCE
Secondary Education
Languages
English
Skills
Healthcare Operations
Patient Registration, Records Management, Health Plan Information, Pharmacy Operations, Prescription Refills, Clinical Support.
Problem Solving & Critical Thinking
Issue Resolution, Conflict Management, Solutions Implementation, Process Improvement.
Communication & Collaboration
Oral Communication, Interpersonal Communication, Cross-functional Collaboration, Team Collaboration, Onboarding Support, Feedback Integration.
Technical Proficiency
Basic Computer Literacy, Microsoft Office Suite, Internal Communication Systems, CRM Software (Inferred), Data Management.
Customer Service & Relations
Customer Support, Active Listening, Customer-Focused Service, Phone Etiquette, Customer Engagement, De-escalation, Client Relations, Inquiry Management, Complaint Resolution, Satisfaction Optimization, Efficient in CRM tools like SalesIQ and Zendesk.