Ajoke Rizqat Hassan
Hull,EAST YORKSHIRE
Summary
Astute professional offers a strong background in operations management. Possesses excellent interpersonal skills and high-level business acumen. Excels in detail-focused environments, leveraging industry knowledge and superior organisation skills.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work history
Regional Network Coordinator
Vizion Network
Hull, East Riding of Yorkshire
01.2024 - Current
- Responsible for allocation/reallocation and progression of vehicle repairs within a specific geographical region from initial contact, to repair handover and aftercare as required, keeping in close contact with all key stakeholders throughout the repair process to ensure all SLAs are maintained and adhered to.
- Building and maintaining strong relationships with partners and key stakeholders.
- Conducting comprehensive research to provide valuable insights for strategic planning.
- Assisting in creating and updating project documentation templates.
- Keeping up to date with Insurer/Client SLAs and understand the KPIs repairers are to adhere to as a Vizion Network member.
- Efficiently and accurately process and allocate repair notifications within SLA using the in-house management system.
- Analysing damage, incident circumstances, and vehicle specifications to assign repairs to appropriate suppliers or escalate to the Fast Track Total Loss Team when needed.
- Collaborating with the Regional Network Controller to place challenging or repeatedly rejected cases with a suitable supplier.
- Acting as a point of contact for repair network members, clients, customers, and team members, providing progress updates as needed.
- Liaising with the designated Regional Network Performance Analyst and Regional Network Controller and any other departments for assistance and resolution.
- Utilising available reports to identify and rectify missing and "bad data" within the company's management systems.
- Promoting data security and adhering to strict DPA and information security standards.
- Ensuring all customers are kept adequately updated where there is a reallocation delay, resolve it and all courtesy car related issues.
- Working across Nucleus, Repex, Audatex, Cortex, Microsoft Packages including Power BI to ensure the efficiency of allocations in the region.
Customer Service Advisor
Vizion Network
Hull, East Riding of Yorkshire
01.2023 - 12.2023
- Handling requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Providing professional administrative support within the Claims Team and to Company Management/Directors.
- Adhering strictly to policies and procedures for continued company compliance.
- Participating in staff meetings to discuss new developments.
- Recording and processing customer data accurately.
- Establishing positive relationships with clients by going the extra mile to build rapport.
- Ensuring accurate processing and deployment/reallocation of claim notifications to repairers via a rules-driven in-house management system within SLA.
- Working across Nucleus, Audatex, Cortex and Microsoft packages to ensure that claim instructions sent to Vizion Network by insurers are allocated to the right repairers in the network for the repair of policy holder's vehicles.
- Managing high-volume customer queries simultaneously through effective multitasking.
- Escalating complex issues in line with internal best practices for swift resolution.
- Exceeding KPI targets when providing customer support via phone and email.
- Managing complaints in line with policy ensuring full in-depth information is captured and logged to enable full reporting on Expressions of Dissatisfaction.
- Ensuring processing and resolving expressions of dissatisfaction within FCA guidelines and internal/external SLA's.
- Promoting data security in and out of the business at all times, strict adherence to DPA and information security standards.
Customer Service Advisor
Journeycall
Hull, East Riding of Yorkshire
09.2022 - 12.2022
- Being the first line of support for Transport for London (TFL) customers.
- Receiving telephone calls on inquiries and queries.
- Using Microsoft Dynamics, OPUS, Octagone, and other business support systems to report and record information about transactions.
- Processing refunds for customers to the satisfaction of all concerned parties.
- Collaborating with stakeholders and third parties to ensure the best outcome in business.
- Handling complaints promptly and escalating issues to the right quarters.
- Developing sustainable relationships in order to proffer solutions to issues.
Customer Service Representative
Wealthpoint Ltd
Lagos, Nigeria
08.2018 - 07.2022
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Participated in regular training to maintain up-to-date knowledge of company products and policies.
- Leveraging on strategic networks to create business opportunities.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Adhered strictly to policies and procedures for continued company compliance.
Education
Master of Science - Logistics and Supply Chain Management
University of Hull
Kingston-upon-Hull 09.2022 - 11.2023
Bachelor of Science - Geography
University of Ilorin
Ilorin,Nigeria 09.1996 - 06.2001
Skills
- Strategic planning and customer-centric mindset
- Good knowledge in the use of Microsoft packages including Power BI
- Persuasive communication and complex negotiation skills
- Effective communication and problem-solving skills
- Collaborative team player with a cooperative and supportive approach to achieving shared goals
- Good decision-maker, adaptable, and flexible
- A great problem solver with strong organisational skills
Affiliations
- Chartered Institute of Procurement & Supply (Affiliate Member 2023)
Timeline
Regional Network Coordinator
Vizion Network
01.2024 - Current
Customer Service Advisor
Vizion Network
01.2023 - 12.2023
Customer Service Advisor
Journeycall
09.2022 - 12.2022
Master of Science - Logistics and Supply Chain Management
University of Hull
09.2022 - 11.2023
Customer Service Representative
Wealthpoint Ltd
08.2018 - 07.2022
Bachelor of Science - Geography
University of Ilorin
09.1996 - 06.2001
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