Adebola Obayomi
Hyattsville,MD
Summary
Dynamic customer service professional with extensive experience at USAA Bank, adept at resolving conflicts and enhancing customer loyalty. Skilled in data analysis and critical thinking, I effectively identified fraudulent activities, improving detection capabilities. Recognized for fostering positive relationships and delivering exceptional service, contributing to increased retention and satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
IAD Auto
03.2021 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Fraud Analyst /Customer Service Representative
USAA Bank
02.2018 - 11.2020
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Led efforts to recover funds lost due to fraudulent activities, liaising with affected parties for optimal resolution.
- Developed and delivered training programs on fraud awareness and prevention for new employees.
- Enhanced fraud detection capabilities by implementing advanced analytics and machine learning algorithms.
- Conducted thorough investigations into suspicious account activity, leading to identification and mitigation of potential fraud.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Education
Bachelor of Science - Psychology
Olabisi Onabanjo University
Ago Iwoye05-2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Call center experience
- Computer proficiency
- Call management
- Documentation
Timeline
Customer Service Representative
IAD Auto
03.2021 - 02.2025
Fraud Analyst /Customer Service Representative
USAA Bank
02.2018 - 11.2020
Bachelor of Science - Psychology
Olabisi Onabanjo University
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