paul ogedegbe

Monitored and analyzed 150+ customer calls monthly for script adherence and compliance, generating weekly Excel dashboards to track resolution time, compliance rate, and satisfaction. Identified bottlenecks and led coaching that improved on-script adherence by 10%.

Conducted monthly audits of 200+ outbound calls for script and payment-reminder compliance and synthesized findings into reports that increased first-contact resolution by 15%. Developed standardized scoring rubrics and training materials, reducing onboarding time by 20%.

Audited patient check-in and billing transactions to ensure accurate insurance verification and demographics, producing weekly compliance summaries that guided process refinements. Coordinated with clinical and admin teams to streamline appointment workflows, improving patient throughput by 12%.

Completed a Higher National Diploma in Mechanical Engineering (Manufacturing Option) at Auchi Polytechnic from 2013 to 2018.

Completed the West African Senior School Certificate at Scarlet Group of School from 2006 to 2012.

Completed the First Living Certificate at UDE Nursery and Primary School from 1998 to 2006.