Abdulqudus Olubaji
Indianapolis,Indiana
Summary
Polite and professional customer service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Everise
04.2021 - 09.2023
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Maintained customer satisfaction rating of 3.8/5 through friendly service based on 1300+ post interaction surveys, improving retention.
- Achieved 42% reduction rate in customer complaints within 6 months of employment based on thorough product knowledge which helped reduce average call handling time and customer wait times.
- Exceeded key performance indicator in 2022 by providing premium service and promptly resolving customer inquiries, achieving 91% customer satisfaction rating.
Customer Service Agent
Everise
01.2019 - 03.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled average of 70+ calls daily in-bound calls, resolving customer enquiries, complaints and requests with 80% success rate.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Implemented efficient call resolution techniques that reduced call handling time from 11 minutes to 4.5 minutes.
Education
Bachelor of Science - Mechanical Engineering
Lagos State University
Lagos State, Nigeria12.2006
Skills
- Dispute Resolution
- Billing Inquiries
- Inbound Call Management
- Microsoft Office Suite Proficiency
- Call Volume Analysis
- Outstanding Communication Skills
- Inbound Customer Service
- Document and Records Management
- Call Volume and Quality Metrics
- Customer Account Management
- Customer Complaint Resolution
- Customer Retention Strategies
Timeline
Customer Service Agent
Everise
04.2021 - 09.2023
Customer Service Agent
Everise
01.2019 - 03.2021
Bachelor of Science - Mechanical Engineering
Lagos State University