Ajulina Adenya
Oklahoma City
Summary
Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
18
18
years of professional experience
Work History
Supervisor
Consumer Cellular
Oklahoma City
01.2022 - Current
- Provided customer service by answering incoming calls and responding to inquiries in a timely manner.
- Addressed customer complaints, identified causes of problems, and provided solutions.
- Processed orders and returns over the phone while ensuring accuracy of information entered into system.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Navigated multiple computer applications simultaneously to research customer issues and provide appropriate responses.
- Identified opportunities to upsell products or services when appropriate.
- Followed established procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Assisted customers with product setup and installation issues over the phone.
- Educated customers on product features and benefits while providing technical support as needed.
- Facilitated training sessions for new employees on company policies and procedures.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Responded to customer questions regarding products, prices and availability.
- Worked closely with human resources to support employee management and organizational planning.
Customer Service Representative
Costco
Oklahoma City
02.2020 - 02.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Assistant Manager
Christian Tiny Tot Childcare
Oklahoma City
01.2007 - 03.2020
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Maintained up-to-date knowledge of company products and services.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Collaborated with management on developing strategic plans for achieving business goals.
- Recruited and trained new employees to meet job requirements.
Education
High School Diploma -
John Marshall High School
Oklahoma City, OKSkills
- Call Center Operations
- Typing 65 WPM
- Customer Service
- Data Entry
- Customer Relationship Management
- Sales Closing
- Call Control
- Quality Assurance
- Building Rapport
- Account Management
- Communicating With Clients
- Resolving Issues
- Analytical Abilities
- Customer Support
- Answering Questions
- Quality Assurance Optimization
- Quality Control
- Inbound Phone Call Management
- Professional Phone Voice
- Interpersonal Skills
- Call Center Customer Service
- Quality Assurance Controls
- Cash Handling
- Verbal and Written Communication
- Problem-Solving Skills
- Documentation and Reporting
- Call Documentation Skills
- Providing Customer Support
- Product Knowledge
- System Documentation
- Problem solving
- Record keeping
- Schedule development
- Priority management
- Negotiation
- Staff management
- Process improvement
- Verbal and written communication
- Analytical thinking
- [Software] experience
- Attention to detail
- Budget management
- Policy enforcement
- Processes and procedures
- Team building
- Coaching and mentoring
- Public speaking
Accomplishments
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
- Led team to achieve 100%, earning recognition from upper management and financial reward.
- Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Sales - Consistently generated additional revenue through skilled sales techniques.
Education and Training
other
Timeline
Supervisor
Consumer Cellular
01.2022 - Current
Customer Service Representative
Costco
02.2020 - 02.2022
Assistant Manager
Christian Tiny Tot Childcare
01.2007 - 03.2020
High School Diploma -
John Marshall High School