Open to opportunities

Funmilayo Orojo

@funmilayoorojo

Message

I resolve complex patient and customer issues while improving support quality, workflows, and trust.

Nigeria

Message

What I'm looking for

I'm looking for a customer or patient support role where I can resolve complex cases, uphold high quality and privacy standards, collaborate across teams, and improve support workflows through customer feedback and QA insights.

I'm currently supporting Gifthealth patients through Hugo, resolving prescription, delivery, insurance, and checkout issues across Zendesk while maintaining 93%+ CSAT and 96%+ QA ratings.

I handle sensitive health-related conversations with empathy, manage escalations, protect patient information under HIPAA requirements, and coordinate with pharmacy operations and fulfillment teams to deliver complete resolutions. I've also created reusable response templates and surfaced recurring ticket trends to improve workflow efficiency and communication consistency.

Across freelance and project-based quality roles, I've reviewed multi-turn support conversations using detailed rubrics, identified unsupported claims and service risks, and documented practical recommendations that strengthen customer trust and support quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Gifthealth via Hugo

Feb 2026 - Present (7 months)

Handled 30+ daily patient support tickets via Zendesk, maintaining 93%+ CSAT and 96%+ QA ratings. Managed escalations, ensured HIPAA compliance, and created reusable response templates.

Zendesk Patient Support HIPAA compliance Escalation Management Slack LDZ Patient Portal Process Improvement CSAT QA

Current

Customer Relations & Sales Strategist

Current

Browpay Technologies Limited

Feb 2022 - Present (4 years 7 months)

Served as key contact for customer inquiries, resolving issues and strengthening client relationships. Analyzed feedback trends and collaborated with cross-functional teams to improve service.

Customer Service Sales Strategy Cross Functional Collaboration Reporting

Customer Interaction QA & Support Quality Reviewer

Freelance / Contract

Jan 2024 - Dec 2025 (1 year 11 months)

Reviewed customer and patient support interactions for accuracy, tone, and resolution quality. Applied QA rubrics, identified gaps, and documented improvement recommendations.

Quality Assurance Root Cause Analysis Documentation

Customer Interaction Quality Analyst

Remote – Project Based

Jan 2023 - Dec 2024 (1 year 11 months)

Assessed multi-turn customer support conversations for relevance, tone, and resolution quality. Flagged risk areas and evaluated adherence to support scripts and guidelines.

Quality Assurance Conversation Analysis Risk Assessment