GBEMISOLA OLADAPO
Katy,TX
Summary
A dedicated and self-motivated customer service professional with over 3 years of experience in fast-paced environments. Adept at managing customer inquiries, resolving issues, and ensuring satisfaction. Strong communicator and problem-solver with the ability to meet and exceed performance metrics. Skilled in adapting to new products, services, and policies to provide top-tier service to customers.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC
02.2024 - 02.2025
- Provided exceptional customer support via inbound calls, addressing inquiries regarding account information, services, and troubleshooting needs.
- Delivered solutions with a focus on first-contact resolution, ensuring a high level of customer satisfaction.
- Accurately documented customer interactions and maintained detailed records in CRM systems.
- Met and exceeded performance metrics, including call handling time, quality assurance scores, and customer satisfaction ratings.
- Collaborated with internal teams to resolve escalated issues and ensure timely solutions.
- Assisted customers through troubleshooting steps to resolve technical issues and improve user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Specialist
Enversoltech
08.2021 - 11.2023
- Manage payments collection and billing information of the end users.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigate and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Created and maintained detailed database to develop promotional sales.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Saint Luke’s Hospital
08.2017 - 08.2021
- Delivered exceptional service to customers via inbound calls, email, chat, and other channels.
- Managed and resolved customer concerns using company policies and systems, while maintaining customer satisfaction.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Assisted customers in selecting products and services, offering personalized recommendations based on their needs.
- Coordinated with vendors to resolve discrepancies and ensure product/service accuracy.
- Maintained daily, weekly, and monthly reports to monitor and improve performance.
Education
Bachelor’s - Accounting
Skills
- Strong communicator with the ability to deliver clear instructions and support team members
- Skilled in troubleshooting, issue resolution, and ensuring customer satisfaction
- Ability to adapt quickly to changing environments and product/service updates
- Excellent time management and organizational skills, with a focus on meeting deadlines and maintaining high performance
- Active listening
- Data entry
Certification
- ServiceNow Certified System Administrator (CSA)
- Certified SAFe 5 Scrum Master
- Certified Scrum Master (CSM)
- Salesforce (CRM) In progress
Languages
English
ADDITIONAL INFORMATION
- Proficient in CRM systems and customer service software.
- Strong multitasking skills and ability to work under pressure.
- Adept at training and mentoring team members to enhance performance and improve customer experience.
Timeline
Customer Service Representative
TTEC
02.2024 - 02.2025
Customer Service Specialist
Enversoltech
08.2021 - 11.2023
Customer Service Representative
Saint Luke’s Hospital
08.2017 - 08.2021
Bachelor’s - Accounting
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