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Lovelyn Nwafor

@lovelynnwafor

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Customer Experience Specialist dedicated to enhancing patient satisfaction.

Nigeria

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What I'm looking for

I seek a role that values patient-centered care and offers growth opportunities.

I am a Customer Experience Specialist and Care Coordinator with nearly three years of experience in healthcare administration and patient relations. My expertise lies in improving patient registration processes, where I successfully reduced wait times by 20% and resolved 95% of patient concerns on the first contact. I am passionate about delivering exceptional patient-centered service and streamlining healthcare workflows to enhance overall patient satisfaction.

At Duchess International Hospital, I managed front-desk operations, assisting over 100 patients daily. My role involved coordinating effectively with medical and billing teams, which led to a 25% reduction in claim rejections. I also played a key role in training new team members, advocating for patients needing urgent care, and developing policies to improve customer service protocols. My commitment to fostering a welcoming healthcare environment drives my professional ethos.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Duchess International Hospital

Oct 2022 - Present (2 years 8 months)

Managed front-desk operations and assisted over 100 patients daily, improving registration processes and reducing wait times by 20%. Resolved 95% of patient inquiries at first contact, enhancing overall patient satisfaction. Streamlined healthcare workflows and ensured compliance with data protection regulations.

Microsoft Office EMR Data Entry Conflict Resolution

Front Desk and Customer Relationship Officer

MJ Styles

Jan 2021 - Feb 2022 (1 year 1 month)

Welcomed customers and guests, providing assistance in a professional manner. Managed inquiries through various channels and maintained accurate records. Ensured a neat and presentable reception area.

Customer Service Communication Skills Problem Solving Team Collaboration Time Management

Executive Assistant to the MD

Mc Denum Empire

Jan 2019 - Mar 2020 (1 year 2 months)

Acted as the point of contact among executives, employees, and clients. Managed information flow, calendars, and travel arrangements while overseeing staff performance and preparing reports.

Calendar Management Communication Report Preparation Travel Coordination Staff Oversight Time Management Organizational Skills Problem Solving

Customer Service Officer

Dabara Haulage Ltd

Oct 2017 - Dec 2018 (1 year 2 months)

Received inbound calls in the call center, resolving customer complaints and training new staff. Maintained company standards and provided feedback to improve service.

Call Center Operations Training Communication Skills Teamwork Problem Solving Time Management

Education

Degrees, certifications, and relevant coursework

Chukwuemeka Odumegwu Ojukwu University

Bachelor of Science, Psychology

2017 - 2017

Completed a Bachelor of Science in Psychology, focusing on understanding human behavior, mental processes, and the application of psychological principles in various settings.