bejimole
About Me
As a graduate of the University of Pennsylvania with a degree in Psychology, I have always been fascinated by the ways in which our minds work and how we interact with the world around us. After spending several years working in the health insurance industry, I realized that my passion lies in using my knowledge of psychology to create intuitive and user-friendly experiences for people.
That’s when I discovered user experience design, a field that combines my background in psychology with my interest in technology and design. Since then, I have been dedicated to creating digital experiences that are not only visually appealing but also highly functional and user-centric. By putting the user at the center of my design process, I strive to create products and interfaces that feel natural, easy to use, and that ultimately make people’s lives better.
Education
University of Pennsylvania
DesignLab
Work & Experience
Customer Success Analyst
Blue Cross Blue Shield
• Triage 150 + monthly customer contacts through phone, email, and chat channels and developed detailed reports of customer feedback • Develop customer satisfaction surveys and assessed data to identify trends and gaps in customer success and documented 20 customer success stories • Lead the development of standard operating procedures (SOPs) to support knowledge transfer and onboarding • Develop internal communications with cross-functional partners to inform key stakeholders of customer report trends, risks, and successes • Developed stakeholder engagement strategy including communications plan, training solutions need, and customer engagement plan • Designed and implemented workflow processes that increased productivity, ticket resolution, and customer satisfaction • Conduct user experience research to evaluate member trends, innovation success metrics, and product adoption with a 42% increase in one quarter after implementing research findings • Demo healthcare member products to physicians and members and assess customer feedback and change readiness • Analyze claim data for trends and developed journey maps of 50+ member healthcare journeys
Health Consultant
Alight Solutions
• Served as lead patient liaison representing patients throughout healthcare industry including provider research, high-quality care recommendations, cost comparisons, and medical bill processing analysis • Conducted user research and assessed user experience through data analysis, client feedback, and user studies • Triaged 30+ customer calls daily and provided customers with solutions or transferred them to appropriate contacts • Led stakeholder engagement planning with employees and clients nationwide while providing insights and expertise to improve client relationships and increase process efficiency • Maintained compliance with regulatory and local, state, and federal guidelines, such as HIPAA, benefits management, and overall liability
Administrative Assistant
The Insurance Exchange
• Led clerical duties associated with health information management such as productivity logging, inpatient/outpatient record analysis, project management office file collection and organization, HIPAA regulation adherence • Maintained compliance with regulatory and local, state, and federal guidelines, such as HIPAA, benefits management, and overall liability • Managed office operations including: scheduling, data management, product and vendor management, shipping, supply inventory, and special projects while fulfilling over 100 customer orders per year • Maintained relationships with agencies, brokers, and United Healthcare representatives through working group sessions, stakeholder engagement surveys, and user analysis • Assisted with rating and group health policy installations
Research Assistant
University of Pennsylvania
• Collaborated with team of research assistants to conduct research and develop findings reports • Conducted interviews to qualify participants for available studies, enrolling over 100 participants in studies • Performed clerical duties associated with research lab including participant scheduling, customer service, project management office file collection and organization, HIPAA regulation adherence • Administered cognitive and neurobehavioral tests on participants and developed research reports
