Akanni Joseph
Bristol
Summary
I am a dedicated and ambitious team player who strives for excellence in every role. With extensive customer service experience, I have honed my time management, leadership, and multitasking skills. I am committed to building strong professional relationships to enhance customer satisfaction, drive business results, and ensure a positive experience for both customers and the company. As a customer specialist, I am motivated to deliver top-tier service, leveraging strong administrative and organizational skills to improve customer satisfaction and retention through efficient problem resolution.
Overview
8
8
years of professional experience
Work History
Customer Care Specialist
Travelers Insurance
08.2024 - Current
- Resolved complex customer issues, including claims disputes, policy changes, and account discrepancies, escalating to appropriate teams when necessary.
- Educated customers on insurance products, coverage options, claims processes, and billing inquiries, enhancing customer understanding and satisfaction.
- Mastered Multiple lines of business including commercial lines (Auto, Property, Liability and Workers Compensation)
Customer Care Associate
Travelers Insurance
10.2023 - 08.2024
- Filed claims for policyholders, providing high-quality service and ensuring efficient claim processing
- Provided exceptional customer service by responding to inquiries via phone, email, and chat, ensuring timely and accurate resolution of policyholder and agent concerns
Director of Delivery and Catering
Chick-fil-A
04.2021 - 09.2023
- Implemented documentation around all Restaurant catering procedures
- Co-Creating a training program for new team leads and all team members involved in catering and continually evaluate all catering guest services
- Recruited 10 paid staff members to assist with event management and delivery services
- Offered strong customer service skills, keeping customers satisfied and increasing sales
- Distribute marketing materials to potential catering guests to continue building awareness of Chick-fil-A Catering
- Organizing & nurturing customer database, finding keyways to nurture customer relationships to encourage repeat business
Process Assistant
Amazon Warehouse
08.2020 - 04.2021
- Continually updated a leadership resume and honed skills by participating in various management trainings
- Tracking and reporting of labor hours
- Co-lead in safety training and initiatives
- Helping support daily management of department duties, including allocating labor, leading meetings, assigning job duties, and communicating with internal and external suppliers
Kitchen Director
Chick-fil-A
09.2018 - 08.2020
- Trained and developed team of 15-20 evening team members and 3 shift leaders
- Implemented systems to ensure high expectations of food safety and quality were met
- Created systems to increase efficiency in daily cleaning tasks and closing procedures
- Coordinated numerous catering operations of high quantities and complexity
- Excelled in truck ordering, scheduling, and leading daily BOH operations
Director of Operations
Chick fil A
07.2017 - 09.2018
- Lead and oversee the coordination of all aspects of restaurant operations
- Developed systems to increase capacity and revenue by 20% during 2018 resulting in receiving the company-wide award called 'Symbol of Success.'
- Managed and oversaw all disciplinary actions, incident investigations, and terminations
- Created and implemented systems to improve task management, waste reduction, profitability, training processes, and various levels of the organization
- Use data, observations, third party assessments, and guest feedback to identify areas of opportunity in the restaurant
Director of Drive Thru
Chick fil A
01.2017 - 07.2017
- Maintained all drive thru equipment and technology
- Provided customer service and was involved in training 5-10 new team members each month
- Consulted our C.E.M scores to evaluate how our guest were perceiving our quality of service and speed
- Developed certain models that we would run to alleviate any bottlenecks in the drive thru
Education
No Degree - Business Administration
Manchester Community College
Manchester05-2026
Skills
- Quality assurance
- Customer service excellence
- Problem resolution
- Microsoft office
- Process improvement
- Call center experience
- Customer service
- Active listening
- Analytical Thinking
- Problem-solving
- Flexible and adaptable
- Verbal and written communication
- Teamwork and collaboration
Timeline
Customer Care Specialist
Travelers Insurance
08.2024 - Current
Customer Care Associate
Travelers Insurance
10.2023 - 08.2024
Director of Delivery and Catering
Chick-fil-A
04.2021 - 09.2023
Process Assistant
Amazon Warehouse
08.2020 - 04.2021
Kitchen Director
Chick-fil-A
09.2018 - 08.2020
Director of Operations
Chick fil A
07.2017 - 09.2018
Director of Drive Thru
Chick fil A
01.2017 - 07.2017
No Degree - Business Administration
Manchester Community College
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