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Kofo Oyesanya

@kofooyesanya

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Operations and customer experience specialist driving service excellence.

Nigeria

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What I'm looking for

I seek a mid-level role in healthcare operations or customer experience where I can lead teams, improve processes, and enhance patient satisfaction while collaborating cross-functionally for measurable impact.

I am an operations and customer experience specialist with over 5 years of experience managing teams, streamlining processes, and improving customer satisfaction within healthcare settings. I have led daily operations and customer support functions, supervised and coached staff, implemented process improvements, and handled escalated client issues to achieve measurable service gains.

I have a proven track record of reducing complaint turnaround times, increasing patient handling efficiency during peak demand, improving satisfaction ratings, and driving customer acquisition through targeted initiatives. I work collaboratively across functions, monitor KPIs to guide operational strategy, and focus on delivering consistent, high-quality, patient-centered service.

Experience

Work history, roles, and key accomplishments

Current

Operations/Customer Service Lead

Current

Skyhigh Medical Centre

Aug 2022 - Present (3 years 2 months)

Lead daily operations and customer support, implementing process improvements that reduced patient complaint turnaround time by 30% and improved satisfaction ratings by 20%. Supervise and coach staff, handle escalations, and analyze service data to drive operational strategies.

Customer Service Team Leadership Process Improvement Escalation Management Patient Experience Performance Monitoring Freshdesk Zendesk Reporting

Customer Service Team Lead

Skyhigh Medical Centre

Jan 2021 - Jul 2022 (1 year 6 months)

Led a team of client service representatives, improving onboarding and reducing average wait time by 15% while consistently exceeding service response targets and ensuring cross-functional coordination.

Team Leadership Onboarding Patient Registration Cross Functional Collaboration Conflict Resolution Google Workspace Slack

Client Service Officer

Lifecentre Medicals

Jun 2020 - May 2021 (11 months)

Served as first point of contact for clients, improving complaint resolution via a feedback tracking sheet and supporting a 40% increase in patient handling efficiency during peak COVID-19 periods.

Client Relations Data Entry Confidentiality Microsoft Office

Executive Assistant & Marketing Officer

Reohob Nigeria Limited

Jan 2015 - Dec 2017 (2 years 11 months)

Provided executive and administrative support, conducted market research and executed marketing campaigns that increased customer acquisition by 25% and improved reporting systems for workflow efficiency.

Executive Support Marketing Market Research Reporting Campaign Execution