Adewunmi Lawal
Atlanta,GA
Summary
I'm a Diplomatic Customer Service professional with7 years experience versed in applying strong communication, problem solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Seeking to utilize my expertise in communication and problem-solving to enhance customer satisfaction and contribute to the growth of the Company.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Processor
Georgia Rental Assistance Program
03.2021 - Current
- Adjudicate applications for clients in the state of Georgia for the dispersal of rental assistance funds utilizing proprietary software to schedule payments
- Conduct professional outreach to clients seeking rental assistance and vendors to collect verifiable documentation necessary for a complete and concise application review under high pressure and within strict deadlines in a fast-paced ever evolving environment
- Schedule payments of varying amounts of financial assistance for clients within a strict5-day cycle
- Within the5-day cycle, communicate with the tenant daily via email, company software, and CISCO Jabber communication software
- Manage data entry into excel spreadsheets of daily tasks for submission by weekly deadline
- Utilize Internet resources to investigate validity of vendor property ownership and report findings to upper management
- Supported team members in their tasks, contributing to overall team success.
- Received and reviewed incoming documents and materials.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Increased team productivity with introduction of automated processing tools.
- Improved client satisfaction by ensuring timely and accurate processing of requests.
- Contributed to the achievement of department goals through consistent high-quality work.
- Managed multiple priorities simultaneously, maintaining organization even during peak periods.
- Implemented new workflows to streamline the processor role, resulting in improved performance metrics.
- Demonstrated flexibility when adapting to new processes or guidelines while maintaining consistently high levels of productivity.
- Developed expertise in various processing systems for increased efficiency and accuracy.
Customer Service Representative
AMERISAVE NYC
09.2021 - 02.2022
- Addressed customer inquiries and resolved issues in a timely and efficient manner
- Handled customer complaints and worked towards a satisfactory resolution
- Processed orders, returns, and exchanges
- Maintained accurate records of customer interactions and transactions
- Assisted with training new employees in customer service protocols
- Read and understood pick sheets in order to prepare accurate customer orders
- Kept customers informed about issue resolution - progress and provided updated estimated times of resolution on ongoing basis
- Supported customers with online billing, access and account issues
- Gathered merchandise and packed boxes systematically to prevent damage
- Collaborated with carrier representatives to determine receipt methods and make special delivery arrangements
- Delivered service and support to each customer, paving way for future business opportunities
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Call Center Representative/Data Entry (Remote)
CARDINAL FINANCIAL
02.2019 - 08.2021
- Protected company brand and improved customer satisfaction by finding creative solutions to problems arising from deliverables
- Provided excellent service and attention to customers in face-to-face encounters and through phone conversations
- Developed cost-savings and new solutions to existing problems through persistent research and innovation
- Created agenda, materials and communications for team meetings
- Managed intercompany material transfers across program repair facilities, and monitored through pick, inspect, pack and ship processes
- Identified and corrected data entry errors to prevent duplication across systems
- Organized billing and invoice data, prepared accounts receivable and generated revenue reports to provide controllers with vital financial information
- Verified and updated account information in the company computer system
- Proofread documents, editing materials to correct grammar and spelling mistakes
- Prepared payroll documentation by entering data into a cumulative payroll document
- Answered incoming phone calls and directed callers to appropriate departments and personnel
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Shift Manager/Help Desk Support Specialist
ASSET BASED LENDING
05.2016 - 02.2019
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Produced professional and error-free letters, presentations and spreadsheets
- Kept office equipment functioning optimally by troubleshooting problems and completing basic maintenance
- Generated reports to assess performance and make adjustments
- Positioned skilled staff in key areas throughout shifts to optimize department productivity
- Recruited, hired and trained new employees, including monitoring and review of individual performance
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Excelled in every store position and regularly backed up front-line staff.
- Coordinated staff training programs to improve service quality, enhancing overall customer experience.
- Enhanced customer service training program, leading to noticeable improvements in customer feedback scores.
- Streamlined inventory management processes, reducing waste and optimizing stock levels.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
Education
Bachelor of Science - BANKING AND FINANCE
REDEEMER'S UNIVERSITY
07.2011
Skills
- Excellent communication skills, both verbal and written
- Ability to multitask and work in fast-paced environment
- Proficient in Microsoft Office Suite
- Ability to multitask and prioritize tasks effectively
- Excellent problem-solving and conflict resolution skills
- Organized
- Patient and empathy
- Time Management
- Product Knowledge
- Ability to remain calm under pressure
- Active Listening
- Conflict resolution
- Positive Attitude
- Multitasking and organizing
- Attention to detail
- Teamwork and collaboration
- Customer service
- Data entry experience
Certification
- Professional Scrum Master I (PSM I)- Scrum.org.
- AWS Certified Solutions Architect – Amazon Web Services.
- Project Management Professional (PMP) - Project Management Institute.
Timeline
Customer Service Representative
AMERISAVE NYC
09.2021 - 02.2022
Processor
Georgia Rental Assistance Program
03.2021 - Current
Call Center Representative/Data Entry (Remote)
CARDINAL FINANCIAL
02.2019 - 08.2021
Shift Manager/Help Desk Support Specialist
ASSET BASED LENDING
05.2016 - 02.2019
Bachelor of Science - BANKING AND FINANCE
REDEEMER'S UNIVERSITY
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