Open to opportunities

Akosile Dolapo

@akosiledolapo

Message

I resolve high-volume insurance and healthcare customer issues with accurate, compliant operations support.

Nigeria

Message

What I'm looking for

I'm looking for a customer service or insurance operations role where I can resolve complex client issues, maintain accurate compliant records, improve first-contact resolution, and support efficient remote or fast-paced service operations.

At SCAN Health Insurance, I handled 60–80 member inquiries daily across phone, email, and chat, resolving benefits, eligibility, coverage, billing, and provider-navigation issues.

I use Salesforce, HealthEdge, IkaProd, Zendesk, HubSpot, and Genesys Cloud to maintain clean records, process account changes, and resolve discrepancies. I delivered a 98% same-contact fix rate, helped improve first-contact resolution by 20%, and contributed to an 18% improvement in client retention while maintaining HIPAA-compliant workflows with zero compliance flags.

Previously at Jericho Specialist Hospital, I managed patient and corporate-client inquiries, scheduling, invoices, payment tracking, and documentation while sustaining a 95% satisfaction rate.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

SCAN Health Insurance

Oct 2025 - May 2026 (7 months)

Handled 60 to 80 inbound member inquiries daily across phone, email, and chat in a remote environment, covering benefits, eligibility, and coverage disputes. Achieved a 98% same-contact fix rate and contributed to an 18% improvement in client retention.