TITILAYO AKINLEYE

January 2026 – Present

• Maintained a zero-error record while processing prescription claims within required turnaround times, demonstrating strong accuracy, organisation and commitment to quality service.
• Reviewed and processed doctors' prescriptions and pharmacist claims, ensuring accurate information handling and timely payment processing.
• Managed sensitive healthcare and financial information with a high level of confidentiality, attention to detail and accountability.
• Investigated discrepancies and resolved issues while adhering to established procedures and maintaining precise records.

• Achieved performance and service targets, ensuring quality, compliance, and positive customer experiences.
• Handled customer enquiries and concerns, delivering accurate information about products and services to enhance customer satisfaction.
• Used effective questioning and active listening to understand individual customer needs and recommend appropriate solutions within company policies.
• Built rapport with customers and adapted communication styles to meet different needs and circumstances.
• Supported vulnerable customers with empathy and professionalism while ensuring fair treatment and appropriate outcomes.

• Managed council tax enquiries, complaints, payments and complex customer cases to ensure timely resolution in a busy public-service environment.
• Supported residents facing financial hardship by assessing their circumstances and recommending tailored payment solutions.
• Successfully supported customers experiencing difficult financial circumstances by balancing individual needs with organisational policies and requirements.
• Assessed eligibility for Council Tax Reduction and provided clear information to help customers understand available support.
• Conducted challenging and sensitive conversations with empathy and professionalism to enhance customer satisfaction.

• Responded to customer enquiries and complaints, delivering clear and accurate information to enhance customer satisfaction across service channels.
• Supported vulnerable customers, ensuring compliance with FCA guidance and vulnerability policies to promote responsible service.
• Adapted communication and problem-solving approaches to achieve fair and appropriate customer outcomes, enhancing overall service quality.

Key Achievement

• Successfully balanced commercial objectives with responsible customer service, ensuring customers received appropriate solutions while maintaining compliance and quality standards and meeting sales target.

• Managed complex customer enquiries and escalated complaints across telephone, email and WhatsApp channels.
• Established relationships with customers and internal stakeholders to investigate issues and deliver timely, satisfactory resolutions.
• Consistently achieved complaint resolution within the agreed SLA and turnaround time.
• Implemented service improvements that led to a 40% reduction in repeat customer calls and emails.
• Supported and coached colleagues to maintain high standards of customer service and complaint resolution
• Acted as a voice for customers by identifying recurring concerns and communicating customer experiences to relevant internal teams.
• Optimise information from Net Promoter Score (NPS) data to identify opportunity areas, enhance service delivery, and ultimately improve customer experience.
• Participated in digital transformation projects that enhanced customer service efficiency and overall customer experience.
• Strong ability to collaborate effectively with different teams and stakeholders to achieve shared goals.
• Recorded minutes of service improvement meetings and tracked deliverables with teams and individuals.