Abby Ajayi
Dallas,TX
Summary
Service-oriented Call Center Customer Support Representative with 2 years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
2
2
years of professional experience
Work History
Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative
Freeman Company
01.2023 - 11.2023
- Assisted team members in resolving customer satisfaction issues.
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Researched and identified solutions to technical problems.
- Managed over 50 inbound calls and emails in timely manner.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Connected with customers to address questions and resolve issues through phone and email.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
- Connected with customers to address questions and resolve issues through phone and email
Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative
Epay Resources
07.2021 - 12.2022
- Recognized escalation needs and connected customers with advanced support staff.
- Worked within task management system to receive, manage and close support requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Education
Bachelor of Arts - English Literature
University of Lagos
InternationalSkills
- Excellent communication and organizational skills
- Salesforce
- Zendesk
- Slack
- Workforce Management
- Chat/phone/email
- Technical issues analysis
- Organization and Time Management
- Self-Motivated
- Flexible and Adaptable
Timeline
Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative
Freeman Company
01.2023 - 11.2023
Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative
Epay Resources
07.2021 - 12.2022
Bachelor of Arts - English Literature
University of Lagos
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