Oluronke Akinkugbe
Summary
Accomplished professional with a strong foundation in effective communication and regulatory compliance, specialising in GCP and MedDRA coding. Demonstrates expertise in case processing, narrative writing, and report writing, complemented by critical thinking and problem-solving skills. Adept at data management and administration, with a keen attention to detail and goal-oriented approach. Proven ability to analyse trade and investment opportunities, supported by an analytical mind and persuasive communication skills. A team player committed to triage and prioritisation, seeking to leverage skills in a dynamic environment that values innovation and growth.
Overview
10
10
years of professional experience
4022
4022
years of post-secondary education
Work history
Drug Safety Associate
BridgePV Limited
- Assessed Individual Case Safety Reports (ICSRs) for validity, ensuring presence of identifiable patient, reporter, product, and reaction (PPRR).
- Issued Acknowledgement of Receipt (AOR) for valid cases; requested additional information for incomplete reports.
- Sent notifications in line with applicable safety plans, work instructions and standard operating procedures.
- Conducted triage based on seriousness, relatedness, and expectedness of adverse events.
- Composed accurate case narratives using standardized templates.
- Performed data entry and case processing in the pharmacovigilance safety database.
- Coded adverse events using the Medical Dictionary for Regulatory Activities (MedDRA).
- Generated Council for International Organizations of Medical Sciences (CIOMS) reports from the safety database for regulatory submission.
- Submitted draft CIOMS reports and queries for quality control (QC) and medical review.
Customer Service Representative
Diligenta Limited (NEST)
02.2024 - 05.2025
- Helping customers resolve their login issues, queries and concerns received through inbound calls in a timely and professional manner.
- Conducting thorough Identification and Verification checks on callers to confirm their identity as the correct policyholder to access policy information, ensuring security and confidentiality.
- Providing satisfactory customer service by guiding clients through the website on how to activate their NEST pension online account.
- Providing regular updates on regulations and policies related to pension contributions, retirement and other financial regulations.
- Assisting employers and Third Party Advisors (TPA) on employee pension enrolment and contributions processes.
- Reviewing necessary documentation such as LOA from Independent Financial Advisers before providing policy information about customers, ensuring security and confidentiality.
- Identifying the different categories of policy holder’s complaints and escalating concerns to the appropriate team for further investigation.
- Liaising with internal team on claim payouts and transfers out, ensuring timely and accurate settlements in line with SLA or terms and conditions of the policy.
- Accurately record, log, and update account information and interactions with customers on CRM.
Customer Service Officer
Dot-Log Services
04.2023 - 01.2024
- Assist in the administration and resolution of all calls logged to the helpdesk, ensuring procedures are adhered to and issues resolved.
- Prioritise and process customer orders and requests submitted by telephone, email, live chat or instant message.
- Investigate and resolve customer complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products.
- Maintain thorough and accurate customer service records while keeping confidential records and financial information private and secure.
- Check product availability for customer orders and orders or restock items if necessary to satisfy the customer.
- Accurately record and log interactions with customers and update account information and able to retrieve this information to create reports for management.
- Knowledge of updated company rules and policies to address issues such as returns, faulty merchandise, wrong delivery, and delayed delivery to inform customers.
- Meet regularly with the team lead to give feedback to help improve customer service culture, response time and tools to improve staff experience.
Client Services
Nigerian Export Promotion Council (NEPC)
09.2019 - 04.2023
- Carried out desktop and field research on export-related activities.
- Provided advisory and counselling services on product development and market information to registered and intending exporters.
- Provided up-to-date information on trade policies and regulatory framework.
- Involved in product identification and development for the nation’s trade promotion.
- Received and resolved local and international trade enquiries through e-mail, telephone and in-person.
- Assisted customers with service complaints.
- Mobilised exporters for NEPC capacity-building programmes (local and international) and provided logistics support through phone calls, text messages and email.
- Compiled departmental quarterly and annual trade reports for submission to the office of the Minister of Trade and Investment of the Federation.
- Liaised with Organized Private Sector (OPS) and relevant stakeholders in the Non-oil export sector.
- Attended pre-selection/briefing for exporters going for International trade fairs.
- Attended training, seminar and workshop on export promotion.
Customer Service Administrator
Isolog Schools
11.2018 - 08.2019
- Completed day-to-day administrative tasks by processing orders via telephone and in person.
- Maintained communication across branches through emails and telephone.
- Processed orders - Picking, packaging, and Booking on the courier.
- Monitored daily jobs, and ensured outages or repetitive issues are recognised, escalated, and reported to line managers for various departments.
- Prepared weekly and monthly reports by collecting and analysing client information in relation to stock control, payments, and refunds.
- Logged and kept records of customer queries via the telephone and in person and analysed call logs to spot common trends and underlying problems.
- Ensured the general branch maintenance policy is adhered to.
Customer Support Officer
Council Primary Health Center
08.2016 - 10.2018
- Worked closely with the Council Health Center team to formulate robust project plan using WBS, build contingency plan to manage slippages and identify interdependencies and agree milestones for reporting.
- Enforced governance standards and ensure that clinic lists are prepared in advance of all clinics day to day running for the client (risk & issue management, status reporting and resource management).
- Maintained and track the patient administration system to manage the Outpatient Data and clinics ensuring data quality was maintained.
- Advised on the effective governance structures and challenge as necessary, managed wider dependencies from creation of new appointment and follow-ups as identified by clinical and multi-disciplinary staff to patient’s appointment letters generated by the patient administration system are dispatched.
- Organized appointments for patients, obtained accurate and appropriate information from other health providers and ensured department guidelines regarding time limits were adhered to.
- Attended and contributed to the clinical administration team and patient administration system meetings to ensure the development of efficient systems of work.
Customer Service Admin
Governor Office Clinic - Laboratory
05.2015 - 07.2016
- Prepared the weekly/monthly summary sheet for Laboratory team to understand and evaluate the proposed changes.
- Scheduled meeting, prepared meeting packs for Laboratory Clinic meetings (weekly, bi-weekly, monthly), take minutes and actions, and follow up on related actions.
- Supported Government Trusts Health system migration to rota planning application (Electronic Rostering Solution) and End of life carers project team.
- Led Project performance meetings with Business clinical leads and outlined in the Health Center dashboard.
Education
BSc - Microbiology
Ekiti State University
Ado EkitiGCSEs - Science
Command Day Secondary School
Skills
- Effective Communication Skills
- GCP and Regulatory Compliance
- Case Processing
- MedDRA Coding
- Narrative Writing
- Triage and Prioritization
- Data Management
- Critical Thinking
- Report writing
- Computer Literacy
- Goal oriented
- Attention to details
- Data administration
- Trade and investment analysis
- Team player
- Analytical mind
- Problem-solving skills
- Persuasive communication
- Diary management
Timeline
Customer Service Representative
Diligenta Limited (NEST)
02.2024 - 05.2025
Customer Service Officer
Dot-Log Services
04.2023 - 01.2024
Client Services
Nigerian Export Promotion Council (NEPC)
09.2019 - 04.2023
Customer Service Administrator
Isolog Schools
11.2018 - 08.2019
Customer Support Officer
Council Primary Health Center
08.2016 - 10.2018
Customer Service Admin
Governor Office Clinic - Laboratory
05.2015 - 07.2016
Drug Safety Associate
BridgePV Limited
BSc - Microbiology
Ekiti State University
GCSEs - Science
Command Day Secondary School
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