Blessing Famokun

BLESSING FAMOKUN- - LinkedIn CUSTOMER SUCCESS MANAGER SUMMARY • Experienced Customer Success Manager with 9+ years of experience in customer service delivery. Efficiently managing the customer experience feedback derived from Customer Analytics for multi-national organisations such as ExxonMobil, Totalenergies, US Embassy, Coca-Cola and NESTLE… • Enhanced brand perception and increased follower-ship through timely dissemination of information via SMS and emails. Advanced brand perception by facilitating over 20 expert blog articles. Successfully built an increasing follower-ship, contributing to the growth and visibility of the organisation. • Streamlined customer service and call-center procedures, resulting in the efficient allocation of authorisation codes to over 1,000 enrollees monthly. WORK EXPERIENCE Head, Customer Service and Onboarding AXA Mansard Health April 2021 - Present • Lead the 23-member Customer service and onboarding team to achieve in-depth monitoring and tracking of all Customer service and onboarding requests to ensure completion within the time frame specified. • Establish and evaluate Customer service and onboarding quality assurance procedures guaranteeing customer success for 500,000+ enrolees. • Incorporate an Customer service and onboarding workflow which enhanced the enrolment process quality by over 60%. Supervise the successful deployment of a enrolment platform which reduced customer onboarding time by approximately 40%. • Investigate and resolve an average of 60 complex Customer service and onboarding issues or inquiries per week. • Set up the quality assurance desk which verifies all enrolment processes, ensuring up to 95% success in enrolment and data capturing. • Carried out successful data analysis of all Customer service and onboarding requests on a weekly basis. Team Lead, Enrollment and Underwriting Wellness HMO June 2018 - January 2020 • Led the monthly verification of enrollee data across 70+ corporate clients with 20,000+ enrollees. Achieved a significant reduction in invalid access to care. • Updated clients with their renewal status and ensured a motivating follow up which earned timely premium payment of over $500,000. • Executed successful risk analysis while onboarding new clients. • Assembled the NHIS report on a quarterly basis and achieved exhaustive enrollment and detailing of clients. • Administered the successful registration and profiling of over 20 incoming businesses. Supervised the yearly drawing up of debit notes for 70 clients. • Achieved the preparation of policy documents for newly placed businesses, ensuring a 24-hour turnaround time. Supervisor, Customer Services and Call Center AXA Mansard Health August 2015 - December 2016 • Led the team of 15 in achieving professional communication with enrollees. • Fast-tracked customer services and call-center procedures such as allocation of authorization codes to over 1000 enrollees monthly. • Inspired resolution of enrollees’ complaints which attracted excellent customer feedback. • Prepared comprehensive reports on the center’s weekly operations and fostered better management decisions regarding customer relations. EDUCATION Human Nutrition University Of Ibadan SKILLS January 2011 - June 2012 Data Entry Data Analysis Power BI Quality Management System Customer Experience Managment Customer Analytics Managment and Leadership Business Automation Clear and Concise Communication Compassionate and Emphatic TRAINIGS • Customer Experience Management - Harde Business School • Delivering Results Through Team Management, Institute for Healthcare Finance & Management • Business Analytics and Automation, AXA Innovative Community • FD 116: QMS ISO 9001: 2015 Foundation Training Course, Bureau Veritas Group • Data privacy for High-Risk internal Teams, Andersen Tax