Ade Adepegba
Richmond,TX
Summary
Results-driven professional with 6+ years of combined experience in high-volume customer service and data analytics. Proven ability to resolve over 50 complex inquiries daily while maintaining a 95%+ satisfaction rating. Expert at leveraging CRM data and MS Excel to identify service bottlenecks, proffering resolution thereby resulting in a 15% improvement in team response times over the last year. Seeking to utilize analytical acumen and advanced problem-solving skills to drive data-informed customer success strategies.
Overview
8
8
years of professional experience
Work History
Claims Customer Service Representative
State Farm Insurance
Houston, TX
06.2025 - 01.2026
- Managed high-volume inbound calls and digital inquiries for auto and property insurance claims while meeting AHT, QA, and FCR performance targets.
- Completed First Notice of Loss (FNOL) intake and accurately documented claim details in claims management systems.
- Explained coverage, deductibles, and claim status to policyholders to support first-call resolution and customer satisfaction.
- Resolved routine claim inquiries and escalated complex or high-severity cases to licensed adjusters per established protocols.
- Maintained audit-ready documentation and compliance with call handling and privacy standards.
- Collaborated with claims and support teams to improve response times and reduce repeat contacts.
Customer Experience Representative (Remote)
AT&T Mobility
Dallas, TX
08.2022 - 06.2025
- Handled 80+ inbound calls daily, resolving billing and technical support issues with a 92% first-call resolution rate.
- Documented all customer interactions accurately in the CRM system, maintaining data integrity.
- Followed detailed communication scripts and SOPs to ensure brand consistency and compliance.
- Escalated unresolved or complex issues to Tier 2 support, ensuring timely follow-up.
- Recognized for exceeding KPIs including customer satisfaction scores (95%) and average response time.
Customer Sales Associate (Remote)
Vector Marketing Company
Olean, NY
07.2019 - 07.2022
- Provided in-store and phone support for product inquiries, orders, and complaints.
- Demonstrated product knowledge to improve upselling opportunities and enhance service.
- Supported backend data entry and email follow-ups using internal CRM systems.
Account Receivables Officer
Action Collections
Toronto, ON
05.2018 - 06.2019
- Responded to customer inquiries across multiple channels (phone, chat, email).
- Trained in de-escalation techniques to effectively manage dissatisfied customers.
- Maintained an average call quality score of 97% based on QA reviews.
- Collaborated with cross-functional teams to enhance customer issue resolution.
- Answered customer telephone calls promptly to avoid on hold wait times.
- Effectively managed incoming customer inquiries via phone, email, and chat, addressing and resolving issues promptly.
- Handled billing inquiries, processed payments, and maintained accurate customer account records.
Education
Bachelor of Science (Honors) - Public Relations & Advertising
Covenant University
07.2010
Skills
- CRM & Systems Management
- KPI & Performance Analysis
- Data Privacy & Compliance
- Analytical Communication
- Process Optimization
- Cross-Functional Collaboration
- Data Integrity & Documentation
- Strategic Time Management
- Data Entry and Documentation
- Effective communication
- Conflict Resolution
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
- Strong leadership and team management abilities
- Excellent problem-solving and conflict resolution skills
- Proficient in CRM software and ticketing systems
- Exceptional communication skills, both written and verbal
- Analytical mindset with a focus on process improvement
- Empathetic and customer-focused approach
- Salesforce
- Zendesk
- Freshdesk
- Microsoft Excel
- KPI Analysis & Performance Reporting
- 65 WPM
- Slack
- Microsoft Teams
- Zoom
- Google Workspace
- Notion
- PowerPoint
- Google Slides
- Windows
- MacOS
- Root Cause Analysis
- Privacy Compliance
- Multi-Channel Support
- Automated Ticketing Workflows
- CSAT Tracking
Additional Details
Further pre-screened candidates through a stage-by-stage process of a phone and face-to-face interviewing process based on skills, behavior and competencies., Reviewed resumes and credentials for relevance of skills, experience and knowledge in connection to posted job requirements., Successfully understood the business strategy and highlighted major HR inferences, ensuring a consistent execution of HR practices., Effective planning and strategic resolution for scheduled projects and individual assignments., Time management, organizational and decision-making skills., Ensured office equipment functioned smoothly and properly and managed the inventories, ordered equipment.
Timeline
Claims Customer Service Representative
State Farm Insurance
06.2025 - 01.2026
Customer Experience Representative (Remote)
AT&T Mobility
08.2022 - 06.2025
Customer Sales Associate (Remote)
Vector Marketing Company
07.2019 - 07.2022
Account Receivables Officer
Action Collections
05.2018 - 06.2019
Bachelor of Science (Honors) - Public Relations & Advertising
Covenant University