Bestoluck Anyetei
Rochester,NY
Summary
Dedicated Customer Support and Customer Success expert with over 10 years of proven track record of delivering results through building strong relations leading to customer retention and loyalty. Exceptional skills in understanding customers' needs and providing solutions through cross-functional teamwork. Experience in handling day-to-day customer experience through various channels including telephone, face-to-face, email, and chat. 5 years experience working remotely under minimum and close to no supervision. I am looking to leverage my experience to better support our members at Found by maintaining customer satisfaction and contributing to Found's success.
Overview
6
6
years of professional experience
Work History
Member Experience Tier 2 (Remote)
Found Health- Remote
San Francisco, CA
05.2021 - Current
- Assisted over 65 prospects and members daily with their requests and inquiries via emails, texts, and chats leading to a 20% retention rate.
- Part of a team cross-functional team that exclusively handled Key accounts with a 35%retention rate.
- Successfully led a 3-member team that continuously developed and drafted Standard Operating Protocols (SOP) for the support team.
- Worked in collaboration with other cross-functional teams to frequently update FAQs based on changes in product offerings and customer feedback leading to a monthly 35% decrease in incoming customer inquiries.
- Successfully trained and mentored over 8 new hires.
- Part of a 5 member cross-functional team that developed an internal system to analyze metrics and create reports.
- other duties as assigned
Call Center Agent (Remote)
Mattson Resources(California EDD
Los Angeles, CA
06.2020 - 07.2021
- Resolved 50+ requests via calls daily managing customer accounts, and filing unemployment claims.
- Received 90% in QA consistently for 6 months.
- Resolved complex claim problems and issues without escalating.
- other duties as assigned.
Virtual Customer Service Representative
Circularity Healthcare
Los Angeles, CA
04.2020 - 12.2020
- Resolved 95% of customer inquiries through various mediums including email and social media without escalating.
- Converted 20% of prospects' inquiries into sales.
- Trained and mentored 3 Customer Service Representatives
- Developed an internal tracking system to monitor the timely delivery of customers' orders leading to a decrease of 87% of missing packages.
- Other duties as assigned.
Customer Representative Manager and Sales Support
HOUSE OF FASHION BRANDS INC.
VAN NUYS, California
01.2019 - 12.2019
- Resolved customer inquiries and complaints through E-mail, Phone, and chat with 90% customer satisfaction.
- Sales and Marketing support to convert prospects to customers with a 10% conversion rate.
- Trained, mentored, and supervised 3 Customer Service Representatives.
- Other duties as assigned.
Customer Service and Sales Support
Shire Pharmaceuticals
Los Angeles, CA
02.2018 - 12.2018
- Handling customer inquiries and complaints via different channels with a satisfaction rate of 95%.
- Offering sales support to key accounts and ensured over 80% retention rate among customers.
- Part of a cross-functional team that developed Standard Operating Procedures (SOP) for the customer support team.
- Led a team of 5 to update FAQs and articles on the website, leading to a 45% decrease in customer inquiries.
Education
BBA - Marketing
Columbia Southern University
Orange Beach, AL07.2021
Post Graduate Diploma - Marketing
CHARTERED INSTITUTE OF MARKETING (UK)
UK09.2018
Bachelor of Arts - Management Information Systems
UNIVERSITY OF GHANA
Accra Ghana06.2008
Skills
- Team Building
- Supervision & Leadership
- Training & Development
- Conflict Resolution
- Policy Enforcement
- Account Management
- Regulatory Compliance
- Complaint Handling
- Customer Service
- Effective Communication
- Team Management
- Critical Thinking
- Flexible Schedule
- Data Management
Timeline
Member Experience Tier 2 (Remote)
Found Health- Remote
05.2021 - Current
Call Center Agent (Remote)
Mattson Resources(California EDD
06.2020 - 07.2021
Virtual Customer Service Representative
Circularity Healthcare
04.2020 - 12.2020
Customer Representative Manager and Sales Support
HOUSE OF FASHION BRANDS INC.
01.2019 - 12.2019
Customer Service and Sales Support
Shire Pharmaceuticals
02.2018 - 12.2018
BBA - Marketing
Columbia Southern University
Post Graduate Diploma - Marketing
CHARTERED INSTITUTE OF MARKETING (UK)
Bachelor of Arts - Management Information Systems
UNIVERSITY OF GHANA
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