Faith Agboma
St Louis,MO
Summary
Accomplished Customer Service Manager at AT&T, adept in CRM software proficiency and fostering key stakeholder relationships. Excelled in enhancing customer satisfaction and loyalty, evidenced by a significant reduction in complaints. Skilled in problem-solving and training development, consistently achieving improved team productivity and customer retention. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals, Known for collaborative approach and commitment to excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Airlines
04.2024 - 08.2024
- 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.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Sales Agent
Prime 9
11.2023 - 04.2024
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of phone plans or services to promote sales.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
- Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Negotiated prices, terms of sales and service agreements.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
Customer Service Manager
AT&T
01.2021 - 09.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Communications and Social Media Manager
Sparkle Motion Films
09.2019 - 06.2020
- Boosted audience engagement with the creation of compelling content for various digital platforms.
- Streamlined internal communications processes, improving information flow and collaboration among team members.
- Managed multiple social media accounts, ensuring consistency in tone and messaging across all channels.
- Analyzed performance metrics and adjusted strategies accordingly to optimize results.
- Cultivated strong corporate image and identity with clear branding.
- Identified metrics to measure and evaluate effectiveness of public relations campaigns and initiatives.
- Taught in-house employees strategies for successful internal and external communications.
- Managed editorial calendars and rescheduled PR events and meetings.
Education
Bachelor of Arts - Mass Communication
Babcock University
Ogun State Nigeria07.2017
High School Diploma -
Command Secondary School
Lagos Ipaja07.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Customer satisfaction measurement
- Key stakeholder relationship building
- Receiving support
- Training development aptitude
- CRM software proficiency
Certification
- Adobe Certified Expert (ACE) – Adobe Systems Incorporated.
- Certified Support Manager (CSM) - HDI.
- certified redesigner and decorator
Languages
Spanish
Elementary
Timeline
Customer Service Representative
United Airlines
04.2024 - 08.2024
Sales Agent
Prime 9
11.2023 - 04.2024
Customer Service Manager
AT&T
01.2021 - 09.2023
Communications and Social Media Manager
Sparkle Motion Films
09.2019 - 06.2020
Bachelor of Arts - Mass Communication
Babcock University
High School Diploma -
Command Secondary School
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