Anthony Ogunjinrin
Dallas,TX
Summary
Accomplished Customer Support Supervisor with a proven track record at Asurion, enhancing team performance and customer satisfaction through effective training and process improvements. Skilled in Microsoft Excel and building rapport, I significantly contributed to increased loyalty and productivity. My approach focuses on empathy and strategic problem-solving, driving positive outcomes and fostering a customer-centric culture.
Diligent Customer support with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Xpathage
06.2021 - Current
- 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.
Customer Support Supervisor
Asurion
08.2019 - 07.2021
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Analyzed customer feedback to identify areas for improvement.
- Improved customer satisfaction by consistently providing timely and accurate support to clients.
- Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
- Assisted team members in resolving customer satisfaction issues.
- Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
- Empowered and motivated employees via regular feedback to team members.
- Implemented a new ticketing system, resulting in better tracking of customer issues and faster resolutions.
- Developed strong relationships with key customers, leading to improved retention rates and loyalty.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Reduced employee turnover by creating a positive work environment that encouraged growth and development.
- Mentored junior team members, helping them develop essential customer service skills and advance their careers.
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Participated in recruitment efforts, interviewing prospective candidates to identify those who possessed both technical aptitude and strong interpersonal skills needed for success in the role.
- Increased cross-team collaboration by fostering open communication channels between support agents and product teams.
- Championed a customer-centric culture, emphasizing the importance of empathy and understanding when interacting with clients, leading to increased customer satisfaction scores over time.
Education
Bachelor of Science - Information And Communication Technology
Minnesota State University, Mankato
Mankato, MN05-2016
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Documentation
- Microsoft PowerPoint
- Building rapport
- Live chat support
- Prioritization
- Product and service solutions
- Multi-line phone talent
- Filing
Timeline
Customer Service Representative
Xpathage
06.2021 - Current
Customer Support Supervisor
Asurion
08.2019 - 07.2021
Bachelor of Science - Information And Communication Technology
Minnesota State University, Mankato