Adetokunbo Osinowo

 ADETOKUNBO “ADE” A. OSINOWO- -3403 Bailey Springs Lane Pearland Texas 77584. QUALIFICATIONS •16 years experience in customer service 5 years customer service trainer and 2 years supervisor , data entry & mining , call center agent , call center floor support / team lead , recruiting assistant . Experience with Sales Force (creating accounts , changing passwords , changing roles ) Zendesk , HubSpot , WebEx training software & technical support, clerical/administrative support. •4 year working as a telecommuter / remote with United HealthCare Optum , 1 years customer service trainer , 2 years subject matter expert and 5 years working with United Health Group. •Utilize strong attention to detail skills and proper handling of sensitive documents •Experienced working and learning in a fast paced online WebEx environment while delivering error free results. •Organized and proactive approach towards tasks and instructions allowing me to be an asset to my Optum Complex & Medical Condition team , United Health Group and any organization . •Proven ability to work individually and/or in a team setting and helping to develop, design and training for teams of 10members. •Professional and effective communicator especially when dealing with providers, management and fellow co-workers •Proficient in Microsoft Office programs , Photoshop , Power Point Slides like Articulate Studio , interactive learning courses & various Adobe programs . EXPERIENCE United Healthcare Insurance Inc. / Optum Telecommuter August 2016 – Till present Senior Customer Service Representative •Quickly, efficiently & accurately process patient information, investigate and route claims for resolution. Subject Matter Expert, customer service trainer as well as Chat Support . •Verify (HIPPA & Tax ID verification) every call before providing information on patient claims, insurance information and payment information. •Key knowledge of Medicaid, Medicare and all other insurance platforms as well as provider medical eligibility information and processes. •Accurately and productively navigate claims systems (Facets, Iset, Webtrax, Icue & Kana ) payment systems and claim image. •Build trust, educating and anticipating both provider and member needs. •Review and interpret facility and physician claims ensuring claims are priced and paid correctly. •Provide information on how claims are priced following Complex Medical Conditions procedures, resolves claims issues promptly and accurately follow up on outstanding issues. •Document with the use of standard Complex Medical Condition notations (Macros) to address and route claim issues. •Handle large volume of calls (40-60calls) a day as well as emails from providers and members ensuring answers are communicated and sent securely. •Provide accurate address and Fax information for submission of claims and Travel & Lodging documents. •Promptly respond to supervisor feedback and coachings sent through emails, WebEx and monthly evaluations. •Perform claim assignments from supervisors in timely and accurate manner. •Accurately document and reroute misrouted calls. •Helped members access benefits and meet incentive goals while working with the prevention and well-being department. 12/2015-06/2016- Actively seeking employment James and Luther Construction, Inc (Relocated) June 2015- Dec 2015 Customer Service Rep/Document Control/Executive Assistant •Reviewed packing lists and ensured that products processed for shipping were delegated to correct courier •Accurately Filed customer orders according to standard operating procedures (SOPs) •Used manual and electric pallet jacket as needed •Maintained the front office and warehouse performing customer service duties to clients and vendors •Reorganized filing system for 150 vendors •Scheduled meeting times, arranged conference rooms and food orders for weekly and bi-weekly meetings •Updated and maintained employee files •Co-coordinated with construction engineers, managers and field staff to get work done •Filed and maintained paper receipts of incoming and outgoing submissions of documents and correspondences •Updated and filed according to construction drawing revisions. •Distributed, documented and retrieved documents and drawings •Managed business, personal and travel affairs for President/CEO James and Luther Inc. •Co-coordinated master calendar of personal and professional engagements •Updated contact list and scheduled changes AT&T Customer Service Representative March 2015- June 2015 Customer Service Agent/Trainer •Inbound/Outbound call center environment •Provided instructions for troubleshooting AT&T U-verse products and services •Accurately remembered and recorded detailed information •Provided technical support on all AT&T equipment as well as provided accurate billing information, promotions and prices of services •De-escalated and provided solutions to customer needs •Performed follow-up calls to ensure customer needs were satisfied •Adapted to changes, worked well with others in a fast paced busy environment •Listened to customer needs to proactively offer solutions for future needs 06/2014-03/2015- Actively seeking employment Fred Okunns Corp. (Relocated) January 2013- June 2014 Executive Assistant/Payroll Specialist •Data entry, processing new enrollments, changed request and terminated members off the employer’s plan •Accurately paid invoices by verifying transaction information, scheduled and prepared disbursements and obtained final authorization before payment •Computed charges and refunds, prepared and mailed invoices •Filed and maintained historical records of accounting documents •Matched client check to appropriate invoices •Maintained files of past and present payments •Scanned and filed on the computer invoices, checks and receivables •Bi-weekly runs to the PO Box to receive all company invoices to avoid late payments Precious Home Health Services February 2012- January 2013 Receptionist /Office Assistant •Answered customers’ calls while navigating on the computer •Received and greeted clients politely, leaving a positive impression of the company •Sorted general complaints and issues of workers and customers redirecting them to the right departments •Set appointments for managers and clients per request, with due consideration to their schedules •Collected emails and replied as per the instructions of seniors and mangers 10/2009-02/2012- Attended school E-Taxi (Relocated) August 2005- October 2009 Call Center Agent •Inbound/ Outbound call center environment •Provided excellent customer service and performed heavy data entry into company database •Dispatched Taxis and Technicians to client’s homes providing adequate information on schedule windows and dates •Forwarded client complaints to the concerned departments •Provided technical and analytical support at the call center EDUCATION Southern New Hampshire University- BSc. Business Admin w/conc. in Human Resources Management (In process) due to graduate in 2023. Phoenix East Aviation Daytona Beach Florida- FAA Licensed Airline Dispatcher Queens College- High School Diploma