Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
Generic

Comfort Fapohunda

Laurel,USA

Summary

Experienced Customer Service Associate with over 6 years of proven success in delivering exceptional results. Adept at managing customer interactions and providing outstanding service, consistently exceeding expectations. Known for reliability and adaptability in fast-paced environments, fostering seamless team collaboration and achieving positive outcomes. Skilled in conflict resolution and communication, highly regarded for a positive attitude and customer-first approach.

Overview

7
7
years of professional experience

Work History

Customers Service Associate

Mulbah Media
01.2022 - Current
  • Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
  • Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
  • Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
  • Reduced issue resolution time by streamlining communication between departments.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Cross-trained and backed up other customer service managers.
  • Work cross functionally within the company to communicate with all parties involved in client's success
  • Create and maintain relationships with clients to better understand and achieve their needs
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Check in on clients to identify opportunities for growth within the engagement
  • Manage all reporting about the health of clients' accounts
  • Send monthly client engagement emails and maintain communication
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Coordinate and attend client Google meetings

Customer Service Representative

OPTUM SERVE
12.2020 - 12.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.

Receptionist /Customer Service Representative

Lola Daycare
03.2018 - 10.2020
  • Provide a nurturing and safe environment for children to grow and learn
  • Encourage positive interactions amongst other kids
  • Create and implement daily lesson plans to aid in the intellectual development of children
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Improved office organization with meticulous management of appointment scheduling and client databases.
  • Answered central telephone system and directed calls accordingly.C
  • Corresponded with clients through email, telephone, or postal mail.
  • Maintained visitor log for entering and leaving facility for security purposes.

Education

Bachelor's degree - Nursing

Georgia Perimeter College
Decatur, GA

Skills

  • Good Communications
  • Contact development
  • Account management
  • Project management
  • Managing Multiple task
  • Customer consulting
  • Reading
  • Comprehension
  • Typing Proficiency
  • Call Center Operations
  • Customer Service
  • Medical terminology knowledge
  • Multi-line phone talent
  • Administrative support Creative problem solving
  • Promotional support
  • Call center experience

Volunteer Experience

  • Helping Hand Shelter
  • Philippi Animal Shelter
  • Petsmart Cat Volunteer

Timeline

Customers Service Associate

Mulbah Media
01.2022 - Current

Customer Service Representative

OPTUM SERVE
12.2020 - 12.2022

Receptionist /Customer Service Representative

Lola Daycare
03.2018 - 10.2020

Bachelor's degree - Nursing

Georgia Perimeter College

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Comfort Fapohunda