Temilola Babalola
@temilolababalola
Customer Service Representative improving retention and resolution through empathy and workflow optimization.
NigeriaWhat I'm looking for
I’m a Customer Service Representative with 6+ years of experience in high-volume support, issue resolution, and client communication across digital and healthcare environments. I focus on de-escalation, empathy-driven service, accurate documentation, and timely, professional, solution-focused customer experiences.
In my current role, I serve as the primary point of contact for patients, managing end-to-end onboarding and reducing wait times by 60% through workflow improvements. I resolve patient inquiries and administrative concerns with a 95% satisfaction rating, while reducing churn and improving retention by integrating patient feedback into service enhancements.
I also lead a 5-person customer service team, coaching on empathy, escalation handling, and documentation best practices, and I process insurance claims and payment coordination to minimize billing bottlenecks. Earlier roles strengthened my foundation in onboarding support, payment inquiries, content operations and delivery, root cause analysis, and performance tracking using CRM systems such as Salesforce and HubSpot.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Arubah Hospital
Feb 2021 - Present (5 years 5 months)
Served as the primary point of contact for patients, managing onboarding and reducing wait times by 60% through workflow improvements. Resolved patient inquiries and administrative concerns with a 95% satisfaction rating and led a 5-person team.
Content Reviewer
Data Scientists Network Foundation
Sep 2020 - Jan 2021 (4 months)
Audited and refined high-impact learning and customer-facing content to improve clarity, accuracy, and learner engagement. Enforced content compliance with confidentiality protocols and industry guidelines while collaborating with cross-functional teams.
Client Relationship Officer
OTP Internet Technology
Jan 2020 - Aug 2020 (7 months)
Resolved high-volume customer payment-related issues with a 60.5% successful resolution rate within key performance timelines. Provided financial counseling that reduced churn by 17% and ensured timely customer-to-team escalation and resolution.
Administrative Assistant
National Youth Service Corps Directorate Headquarters
Oct 2018 - Sep 2019 (11 months)
Supported senior executives with stakeholder and client engagements by streamlining administrative workflows and coordinating communication and scheduling. Maintained operational continuity by organizing documentation and tracking correspondence for day-to-day executive functions.
Education
Degrees, certifications, and relevant coursework
University of Ilorin
Bachelor of Science, Sociology
Earned a BSc in Sociology from the University of Ilorin in 2018.
Federal School of Statistics
National Diploma, Statistics
Completed a National Diploma in Statistics at the Federal School of Statistics in 2012.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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