Femi Amona
Lanham,MD
Summary
Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, working address and meet all needs. Adept at following communication scripts to properly handle various needs in a poised and professional manner. Proven track record of serving as an effective liaison between companies and their potential and current clients. Works to keep and increase customer satisfaction with every phone call. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Call Center Representative
University Of Maryland
03.2023 - 07.2023
- Responded to customer calls and emails to answer questions about services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed over 50 customer calls per day
- Follow up with customers to ensure satisfaction
FEMA IT Helpdesk ( Remote )
Obsidian Global
09.2021 - 01.2023
- Worked remotely and successfully achieved an 95% call closure rate (answered vs transferred)
- Assisted Louisiana residents using FEMA system to file claims, apply for financial support, review status updates, etc.
- Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshoot issues
- Activated accounts for clients interested in new services.
Education
High School Diploma -
Tall Oaks High School
Bowie, MD06.2016
Skills
- Customer Service
- Proficiency in Microsoft Office
- Customer Communication
- Inbound/Outbound Phone
- Data Entry
- Problem Resolution
- Online Chat
Certification
Comptia Security +
Timeline
Call Center Representative
University Of Maryland
03.2023 - 07.2023
FEMA IT Helpdesk ( Remote )
Obsidian Global
09.2021 - 01.2023
High School Diploma -
Tall Oaks High School
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