Tedunjaye Victoria Opeyemi

VICTORIA OPEYEMI TEDUNJAYE I am a compassionate and dependable professional with a solid background in health services and customer support. Customer Support Specialist with 3+ years’ experience delivering empathetic, solutions-driven service in healthcare and emergency management. Skilled in CRM tool (Zendesk) and Google Workspace with proven ability to thrive in fast-paced, cross-functional environments. Recognized for strong attention to detail, proactive problem-solving, and collaborative teamwork. Passionate about supporting professionals with accurate, timely, and reliable solutions. SKILLS • Microsoft Excel • Microsoft Office • Microsoft Word • Guarantee customer satisfaction • Customer Support CRM • Work as a team player • Assist employee health programs • Health Advisory and Patient Support • Health Insurance Knowledge Medical • Triage (non-clinical, customer-facing) • Basic Medical Terminology • Empathy • Communication Conflict Resolution • Call Handling and CRM Tools (e.g., Zendesk, Freshdesk) • Emotional Intelligence • Confidentiality and Discretion • Strong problem-solving and analytical skills • Slack • Active Listening • Interpersonal communication skills WORK HISTORY RELIANCE CARE OFFICER: 08/2024 – 11-2025 • Serve as the primary point of contact for Reliance Health members, providing high-quality customer care and support. • Assist members with healthcare inquiries, including plan benefits, provider access, appointments, referrals, and claims-related issues. • Coordinate care between members, healthcare providers, hospitals, pharmacies, and internal teams. • Support members in navigating the healthcare system to ensure timely and appropriate care. • Handle inbound and outbound calls, emails, chats, and other digital communications professionally and empathetically. • Resolve member complaints and service issues efficiently while maintaining high satisfaction levels. • Escalate complex medical or administrative cases to appropriate clinical or operational teams. • Maintain accurate and up-to-date member records in Reliance Health systems. • Educate members on the use of Reliance Health platforms, mobile apps, and digital tools. • Monitor ongoing cases to ensure follow-up, continuity of care, and resolution. • Adhere to company policies, data privacy standards, and healthcare compliance requirements. • Collect and document member feedback to support service improvement initiatives. • Meet individual and team performance targets, including response time, resolution rate, and customer satisfaction metrics. • Collaborate with cross-functional teams to improve service delivery and member experience. • Participate in training, quality assurance reviews, and continuous improvement activities. LAGOS STATE EMERGENCY MANAGEMENT AGENCY (LASEMA) – LAGOS, NIGERIACUSTOMER CARE SPECIALIST (EMERGENCY RESPONSE SPECIALIST): 10/2022 – 08/2024 • Receive and manage emergency calls, messages, and online reports from the public through designated communication channels (call center, hotlines, social media, etc.). • Accurately log, document, and prioritize emergency incidents in line with LASEMA’s standard operating procedures (SOPs). • Provide calm, clear, and reassuring guidance to callers during emergency situations. • Dispatch and coordinate information with relevant emergency response units (fire service, ambulance, search and rescue, law enforcement, etc.). • Monitor ongoing incidents and provide real-time updates to response teams and supervisors. • Handle non-emergency inquiries professionally and direct them to appropriate departments or agencies. • Maintain confidentiality and data protection standards when handling sensitive information. • Follow escalation protocols for high-risk or life-threatening situations. • Participate in shift work, including nights, weekends, and public holidays, as required. • Support post-incident reporting and documentation for analysis and record-keeping. • Assist in public awareness campaigns by providing accurate emergency information to residents. HUMAN RESOURCES ASSISTANT: 2018 – 2019 • Supported recruitment, onboarding, and internal communication, contributing to smooth HR operations. • Coordinated interviews and maintained accurate employee records. • Built collaborative relationships to improve employee support and engagement. EDUCATION BACHELOR OF ARTS IN PHILOSOPHY Olabisi Onabanjo University Spoken Languages ENGLISH | YORUBA Referees Available on request