Esther Tinuoye

As Customer Service Lead, I designed SOPs for patient inquiries and appointment scheduling, improving service consistency. I developed client compensation strategies, enhancing patient retention and referrals. Collaborated with teams to optimize services, leading to significant revenue increases and improved patient satisfaction.

In my role as Quality Assurance Associate, I conducted call monitoring to enhance call quality and CRM usage, leading to improved complaint resolution efficiency. I led a team to ensure compliance and optimized data analysis processes, significantly reducing report generation time and improving accuracy.

As a Customer Service Representative, I ensured accuracy in customer data entry and handled grievances professionally, improving retention rates. I led initiatives to promote self-service options, reducing branch visits and enhancing profitability while achieving a high customer satisfaction rate.

During my NYSC, I served as an Administrative Assistant where I entered and analyzed financial data, improving the quality of financial reporting. I also implemented an effective filing system for the audit department, enhancing record management and retrieval during audits.

Completed a Bachelor of Science in Business Administration, focusing on various aspects of business management, finance, and organizational behavior.

Achieved an Ordinary National Diploma in Banking & Finance, covering essential banking principles, financial management, and customer service in the financial sector.