GRACE AKINBOLA
BROOKLYN,NY
Summary
Proven Customer Service Specialist, adept in CRM and data entry, with a track record of enhancing customer satisfaction and loyalty at PC Richards & Son. Excelled in resolving complex issues, demonstrating empathy and professionalism. Skilled in upselling, significantly improving revenue potential. Recognized for outstanding communication and problem-solving abilities, ensuring high levels of client retention.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
PC Richards & Son
02.2022 - Current
- Logged call information and solutions provided into internal database.
- Communicated with clients regarding account services, statements, and balances.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Monitored social media platforms for any customer complaints or inquiries, addressing them promptly through appropriate channels.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Responded proactively and positively to rapid change.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Managed timely and effective replacement of damaged or missing products.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Service Representative
Macys Call Center
03.2020 - 01.2022
- 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.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Public Administration
University Of Ado Ekiti
Nigeria2013
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Customer Relations
- First Call resolution
- Customer Relationship Management
- Documentation And Reporting
- Billing coordination
Timeline
Customer Care Representative
PC Richards & Son
02.2022 - Current
Customer Service Representative
Macys Call Center
03.2020 - 01.2022
Public Administration
University Of Ado Ekiti
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