Abidemi Odunsi
Grand Prairie,TX
Summary
Results-driven professional with extensive experience in customer service and process improvement. Known for effective communication and a strong focus on problem-solving, contributing to streamlined operations and enhanced customer relationships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bank of America
Englewood, Colorado
01.2022 - 11.2025
- Resolved customer inquiries efficiently, ensuring accurate and timely information delivery regarding banking products.
- Managed customer accounts and processed transactions with attention to detail to enhance service accuracy.
- Collaborated with cross-department teams to streamline processes, improving overall customer service efficiency.
- Handled complaint resolutions with a focus on empathy and effective communication, resulting in positive outcomes.
- Utilized CRM systems to track customer interactions, enhancing follow-up service and relationship management.
- • Works with case managers for completion of forms.
- • Analyzes documentation in case files for accuracy, follow-up, or changes in status.
Team Lead
Chewy Fulfillment
Dallas, Texas
02.2019 - 12.2022
- Facilitated training sessions to improve team skills and knowledge of operational procedures.
- Implemented process improvements that streamlined daily operations and reduced errors.
- Monitored team performance metrics to identify areas for development and improvement.
- Promoted safety standards within the workplace, ensuring compliance with company policies.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
Customer Service Representative
GTBank Plc, Nigeria
Lagos, Nigeria
01.2014 - 07.2018
- Resolved customer inquiries efficiently, ensuring accurate and timely information delivery regarding banking products.
- Managed customer accounts and processed transactions with attention to detail to enhance service accuracy.
- Collaborated with cross-department teams to streamline processes, improving overall customer service efficiency.
- Educated customers on bank policies and procedures, fostering understanding and compliance.
- Utilized CRM systems to track customer interactions, enhancing follow-up service and relationship management.
- Maintained up-to-date knowledge of banking products to provide informed recommendations to customers.
- Documented customer interactions accurately in the CRM system, ensuring seamless communication and record-keeping.
Education
Bachelor of Arts - Mass Communication
Olabisi Onabanjo University
Ago-Iwoye, Ogun State05-2008
Skills
- CRM systems
- Transaction processing
- Customer account management
- Complaint resolution
- Product knowledge
- Process improvement
- Attention to detail
- Effective communication
- Problem solving
- Task prioritization
- Computer proficiency
- Inbound and outbound calling
Certification
Advanced certificate in desktop publishing (Excel, Powerpoint, Ms Word)
Timeline
Customer Service Representative
Bank of America
01.2022 - 11.2025
Team Lead
Chewy Fulfillment
02.2019 - 12.2022
Customer Service Representative
GTBank Plc, Nigeria
01.2014 - 07.2018
Bachelor of Arts - Mass Communication
Olabisi Onabanjo University