Ogunlalu Titilayo
About Candidate
In business and healthcare, every interaction matters. A missed message or delayed response can mean lost trust, frustration, or inefficiency. That’s why I do what I do, helping businesses and healthcare professionals stay on top of customer and patient inquiries so they can focus more on what matters to them.
As a Customer Support Specialist & Medical Virtual Assistant, I step in to handle the day-to-day communication, administrative tasks and support that keep things running smoothly. Whether answering inquiries, managing schedules or organizing workflows, I bring efficiency, empathy and reliability to every task.
📍How I Add Value:
– Smooth Operations – I take on the admin work, from scheduling to documentation, so you don’t have to stress about the small stuff.
– Flexibility & Adaptability – Every business is different, and I adjust to fit your unique workflow and priorities.
– Proactive Problem-Solving – I don’t just wait for issues to arise, I anticipate needs and find solutions before they become problems.
– Tech-Savvy Support – Whether it’s EMR/EHR for healthcare, live chat for customer service, or CRM tools like HubSpot and Zendesk, I adapt quickly and use the right tools to get the job done.
📍Tools I Work With::
🔹 Customer Support & CRM: HubSpot, Zendesk, Freshdesk, Intercom, Live Chat.
🔹 Healthcare & Telemedicine: EMR/EHR systems, telemedicine platforms
🔹 Communication & Virtual Meetings: Slack, Microsoft Teams, Zoom and Google Meet.
🔹 Scheduling & Packageivity: Microsoft Office, Google Workspace, Calendly, Acuity, Canva
🔹 Project & Workflow Management: Trello, Asana, ClickUp, Monday.com
I’m here to help streamline operations, provide top-notch customer support, and free up your team to focus on growth, ensuring smooth workflows and satisfied clients.
Let’s work together to streamline your operations and improve client satisfaction!
Education
- Experience in using team communication tools (Slack, Microsoft Teams, Google Chat) - Skilled in Customer Relationship Management tools (Hubspot, Zendesk, Freshdesk and Intercom CRM) - Skilled in media management tools (Loom and Vocarro) - Proficient in utilizing Project management tools (Asana, Trello, ClickUp and Monday.com) - Familiarity with cloud-based platforms (Google Workspace, Dropbox) - Skilled in Appointment Setting/Schedule tools( Google Calendar, calendly, pick time and acuity)
Executive Calendar Management · Email Management · Problem Solving · Presentation Skills · Data Entry · Soft Skills · Online Research · Calendaring · Emotional Intelligence · Customer Service · Stress Management · Virtual Work · Self-Management · Administrative Assistance · Negotiation · Effective Communication · Travel Planning · Interpersonal Skills · Skill Development
Problem Solving · Customer Service · Troubleshooting
Work & Experience
- Respond promptly and professionally to customer inquiries via chat and social media messages by providing them with accurate information about products and services, while creating a warm, welcoming experience. - Listen actively to customer concerns, troubleshoot any issues they’re facing, and offer practical solutions. If the problem is more complex, escalate it to the appropriate team, ensuring the customer feels supported at every step. - Follow up with customers after resolving their issues to ensure everything is running smoothly and that they’re satisfied with the solution. - Handle complaints with patience and understanding, addressing customer frustrations while maintaining a friendly, empathetic approach to ensure a positive interaction every time.
Assisted with procedures, data-collection, vital sign monitoring, and medication management, while providing emotional support, companionship and delivering high-quality patient care. - Collaborated with the healthcare team to report patient concerns, updates, and changes, facilitating effective care coordination. - Served as the first point of contact for patients and entered patient's records into the EMR and scheduled their appointments to see the doctor by promoting patient-centred care.
- Assisted with procedures, data-collection, vital sign monitoring, and medication management, while providing emotional support, companionship and delivering high-quality patient care. - Collaborated with the healthcare team to report patient concerns, updates, and changes, facilitating effective care coordination. - Served as the first point of contact for patients, entered patient records into the EMR, and scheduled their appointments to see the doctor by promoting patient-centred care. - Accurately document patient information, vital signs, and care provided, maintaining confidentiality and adherence to healthcare regulations.
- Provided information on recharge card pricing and promotions. - Responding to customer inquiries about recharge cards and services via phone and chat. - Resolved issues with recharge card purchases, activation, and usage. - Processed sales transactions and maintained accurate records. - Built and maintained strong customer relationships to increase loyalty and retention.
Portfolio
