Femi Eniolorunda
Dallas,TX
Summary
Proactive Customer Support Specialist with extensive experience in delivering exceptional service and managing complex technical issues. Skilled in call center operations, live chat support, ticket management, and remote support. Known for building strong client relationships, reducing complaints, and enhancing customer satisfaction through effective problem-solving.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
BC TWENTY
09.2023 - 09.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
Field Technician
Sprint
03.2021 - 04.2022
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Collaborated with other field technicians to resolve complex technical issues.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Prepared and submitted reports to document work performed and provide progress updates to management.
- Delivered high-quality work by diligently following standard operating procedures.
- Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
- Calibrated new and existing equipment for optimal performance.
- Enhanced customer satisfaction by providing efficient and timely technical support for various issues.
- Communicated with customers to provide updates, gather information and resolve issues.
Customer Service Manager
A.M. Retail Depot [stationaries and Groceries]
01.2017 - 11.2020
- 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.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Collaborated with IT department to streamline customer data management.
Customer Service Executive
First Bank
02.2012 - 06.2015
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Corporate Certification - Customer Support Certification
First Bank Customer Support Training Programme
Lagos,Nigeria02-2012
Bachelor of Science - Human Kinectics And Health Science
University of Ibadan
Ibadan,Oyo State,Nigeria05-2010
Skills
- Call center experience
- Live chat support
- Ticket management
- SLA
- Problem-solving abilities
- Application support
- Reliability
- Remote Support
Certification
- Google IT Support Professional Certificate - Google...In lieu
Timeline
Customer Support Specialist
BC TWENTY
09.2023 - 09.2024
Field Technician
Sprint
03.2021 - 04.2022
Customer Service Manager
A.M. Retail Depot [stationaries and Groceries]
01.2017 - 11.2020
Customer Service Executive
First Bank
02.2012 - 06.2015
Corporate Certification - Customer Support Certification
First Bank Customer Support Training Programme
Bachelor of Science - Human Kinectics And Health Science
University of Ibadan
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