Faith Balogun
Health Care Professional
Sofia
Summary
Diligent with strong background in patient care and support. Assisted in daily activities and medical needs, ensuring comfort and safety. Demonstrated excellent communication and problem-solving skills in fast-paced environments. Offering caring and patient-focused approach, eager to learn and develop in healthcare environment. Brings ability to quickly grasp and apply essential healthcare practices and assist patients with daily activities.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Health Care Assistant
Ejigbo Medical Centre
03.2023 - Current
- Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
- Reduced risk of infections by adhering to strict hygiene protocols during all aspects of care delivery.
- Enhanced patient comfort by providing personal care services such as bathing, grooming, and toileting assistance.
- Arranged bedding and cushions to enhance patient comfort in bed and chairs.
- Lifted patients using appropriate equipment in accordance with moving and handling policy.
- Collaborated with healthcare professionals to develop individualized care plans tailored to each patient''s specific needs.
- Responded swiftly to emergency situations, providing prompt assistance while following established protocols until professional help arrived onsite.
Customer Operations Specialist
DEEL
Carlifornia
02.2022 - 01.2023
- Providing support to L1 agents before any escalation is done to Payroll managers and working on projects to optimize support workflow
- Creating customer support documentation and guides
- Working with the business operations team to optimize support workflows
- Act as a primary point of contact for all questions or issues related to employees' payroll runs
- Provide companies and employees support on all Payroll related questions and address their potential issues via email, live messaging or video call
- Collaborate closely with Customer experience, Payroll Operations, Benefits, Tax and Finance teams to provide best-in-class support to our clients and ensure answers are provided within strict SLAs
- Manages existing relationships with payroll, accounting and benefits service providers
- Developing and maintaining up-to-date knowledge, documentation and FAQs on Payroll
- Identify trends in the feedback we receive from our users and customers and collaborate with Payroll Specialists and other teams bring attention to these trends
- Work with another team to ensure any customer escalation is resolved in a quick and efficient manner
Customer Experience Associate
CRYPTO.COM
Sofia
06.2021 - 02.2022
- Proactively promoted company products, seizing opportunities to enhance sales
- Managed extensive client interactions through email and chat, ensuring efficient query resolution
- Compiled insightful weekly and monthly summaries for management, aiding informed decision-making
- Developed and implemented customer service procedures and policies, enhancing efficiency and service quality
- Investigated and resolved instances of missing Cryptocurrency deposits, ensuring seamless transactions for customers
- Provided effective solutions and guided users through product features, resulting in an enhanced overall user experience
- Delivered in-depth product and service knowledge, contributing to a 115% increase in user understanding and engagement
- Analyzed customer feedback and data to identify trends and make data-driven recommendations for service improvements
- Maintained robust customer relationships, addressing questions and concerns promptly and professionally, leading to a 20% improvement in customer satisfaction
Customer Support Executive
Paysafe
Sofia
03.2020 - 06.2021
- Efficiently and promptly hit all key performance indicators
- Delivered coaching, training, and optimization of customer support processes, ensuring efficiency
- Executed tailored services with a focus on high-quality standards, enhancing overall customer satisfaction
- Provided expert technical support, addressing urgent escalations from both external and internal customers
- Introduced a proactive outreach strategy, resulting in a decrease in potential issues and an increase in customer satisfaction
- Spearheaded a customer feedback initiative, garnering insights that directly led to an 8% improvement in product features and user experience
Customer Experience Associate
SITEL
Sofia
03.2018 - 03.2020
- Attended to 32+ calls daily
- Maintained a 98% customer query resolution rate, surpassing departmental expectations
- Executed a targeted upselling campaign, achieving a 12% increase in revenue from existing customers
- Established a comprehensive onboarding program, reducing the learning curve for new customers by 35%
- Collaborated with the team to address common user pain points, contributing to a reduction in product-related queries
- Led a cross-functional team to revamp the customer experience system, resulting in an improvement in user-friendliness
- Implemented a customer appreciation program, boosting customer loyalty and garnering a 22% increase in positive feedback
- Assisted in the development of a customer-centric mobile app, contributing to a 25% rise in customer engagement and app utilization
Account Manager
LEAD CAPITAL MARKET
Sofia
01.2017 - 12.2017
- Investigated and resolved B2B clients' technical issues promptly and efficiently
- Furnished precise information to relevant departments, streamlining internal communication
- Provided support through multiple communication channels, enhancing accessibility for our users
- Conducted training sessions for clients, fostering proficiency in utilizing our B2B platform effectively
- Provided exemplary B2B support, resolving client issues and ensuring seamless platform functionality
- Maintained strong client relationships through proactive communication and tailored support solutions
- Collaborated with cross-functional teams to address and enhance B2B clients' specific needs and concerns
- Delivered comprehensive product knowledge, empowering clients to optimize their usage and experience
- Resolved a variety of business introducers' issues with our portal and trading platforms, ensuring operational efficiency
- Delivered accurate solutions to meet the needs of business introducers, contributing to overall satisfaction and successful partnerships
B2B Technical Support
CONCENTRIX, CISCO
Sofia
01.2016 - 12.2016
- Investigated and resolved urgent escalations from both external and internal B2B users
- Delivered tailored technical support, adhering to high-quality standards for B2B clientele
- Implemented optimization strategies for B2B support processes, enhancing overall efficiency
- Collaborated with the technical team to develop and implement solutions for B2B client challenges
- Provided accurate and effective solutions to B2B clients, contributing to overall customer satisfaction
- Conducted training sessions on new features and updates, enhancing B2B clients' technical proficiency
- Ensured accurate and prompt communication of technical information to relevant internal departments
- Provided specialized technical assistance to B2B customers, addressing complex queries and concerns
- Investigated and resolved technical issues for B2B clients, ensuring uninterrupted platform functionality
- Maintained a thorough understanding of our B2B platforms, providing accurate information to relevant departments
Education
Diploma - Health And Social Care Level 4&5
Online Business School
United Kingdom 01.2022 - 09.2022
National Diploma - Business Administration
Auchi Polytechnic
Edo Benin City 02.2009 - 09.2011
Skills
- Mobility assistance
- Medication administration
- Patient assessments
- Basic life support
- Bedsore prevention
- Adaptability and flexibility
- Care monitoring
- Patient observation
- Caregiver relations
- Professional Attitude
- First aid certification
Timeline
Health Care Assistant
Ejigbo Medical Centre
03.2023 - Current
Customer Operations Specialist
DEEL
02.2022 - 01.2023
Diploma - Health And Social Care Level 4&5
Online Business School
01.2022 - 09.2022
Customer Experience Associate
CRYPTO.COM
06.2021 - 02.2022
Customer Support Executive
Paysafe
03.2020 - 06.2021
Customer Experience Associate
SITEL
03.2018 - 03.2020
Account Manager
LEAD CAPITAL MARKET
01.2017 - 12.2017
B2B Technical Support
CONCENTRIX, CISCO
01.2016 - 12.2016
National Diploma - Business Administration
Auchi Polytechnic
02.2009 - 09.2011
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