Henry Adewusi
Conway,SC
Summary
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Support Coordinator
PAR North America
03.2020 - Current
- Educate and coach customers on best practices for using CARS ' products and services
- Fast repossession of vehicles past due nationwide
- Monitored client feedback for continuous improvement opportunities within support team''s processes and procedures.
- Troubleshoot software issues remotely by utilizing screen-sharing tools and guiding clients through step-by-step instructions.
- Identified potential upsell opportunities during interactions with existing clients, contributing positively to revenue growth targets.
- Tracked support metrics to identify areas requiring attention, implementing changes that led to improved overall performance results.
- Managed high-pressure situations with clients, maintaining calm demeanor and professional attitude throughout resolution process.
- Served as primary point of contact for key accounts, fostering long-lasting partnerships built on trust and reliability.
- Delivered exceptional customer service through consistent follow-through on commitments made to clients during interactions with them.
- Conducted regular follow-ups with clients to ensure their ongoing satisfaction and address any concerns promptly.
- Enhanced client satisfaction by efficiently resolving technical and non-technical issues.
- Provided comprehensive support during product launches, assisting in seamless onboarding experiences for new clients.
- Collaborated with cross-functional teams to address client needs and implement solutions effectively.
- Maintained high level of client satisfaction by anticipating potential challenges and providing proactive support to address them effectively.
- Streamlined support processes for improved response times and increased customer satisfaction.
- Assisted in developing support policies that aligned with company goals while addressing common client challenges effectively.
- Implemented effective communication strategies that facilitated strong relationships between clients and internal teams.
- Fixing technical apps and services with customers and clients
- Great customer service
- Great technical ability towards customers and clients
- Identify, research, and resolve technical and end-user application failures and deficiencies
- Ensure proper follow-through on all directives, bulletins and schedules from management
- Work to proactively identify areas where product improvements can be made to provide enhanced ease-of-use and functionality
- Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments
- Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability
- Assure customer acceptance of and quality of resolution
- Identify and escalate issues that require advanced product knowledge or technical expertise
- Serve as Subject Matter Expert for design and development of training materials
- Use analytical and decision-making skills to offer options and resolve problems in variety of contexts
- Continuously engage in self-directed learning opportunities to increase functional product knowledge
- Document known errors, workarounds, procedures, and product-specific information.
- Research on rental vehicles and secure them in timely manner
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
Client Service Specialist / Inside Sales Coordinator
Quest Diagnostics / Quest Health connect
05.2018 - 01.2020
- As an Inside Sales Coordinator, I collaborate with members from health plans that partner with HealthConnect to educate them about the preventative health screening programs available to them as members of the health plan
- I help members understand that utilizing these services and making these appointments will aid and improve in their overall health
- Gave members a chance to meet with a medical professional, in a choice of several locations including in home visits for one-on-one attention and knowledgeable answers
- I made up to 150 outbound calls daily, results are measured by number of appointments scheduled
- I achieved monthly performance goals, which includes but is not limited to call volume, appointments scheduled, quality measures, time spent in production
- I adhere to written scripts and standardized processes using excellent verbal communication skills
- I responded to e-mails, IM's and voice mail promptly and professionally
- I conducted work in a manner compliant with company policy and procedures, standards of conduct, and with state and federal rules, regulations, and laws
- I was assigned special projects or other assignments and work tasks to assist the Department Lead, Manager/Supervisor in the operation of the department.
- Provided knowledgeable service and support for all customer needs.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Assisted with the development of marketing materials targeting prospective clients, showcasing the value of our company''s services.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
- Managed client accounts with attention to detail, ensuring accurate billing and recordkeeping.
- Delivered exceptional customer service through timely responses and personalized follow-up communications.
- Supported different projects with advanced skills in document management, customer relations and reporting.
- Trained new team members on best practices in client services, elevating overall team performance.
- Conducted comprehensive client assessments, identifying opportunities for growth and improvement in their business operations.
- Spearheaded efforts to expand into new markets by conducting extensive research on customer preferences.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Called on leads generated by marketing campaigns, trade shows and other events.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Performed supplier risk evaluations and supported regulatory inspections.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Maintained up-to-date knowledge of products and services offered to customers.
IT Help Desk Technician
LaserShip
09.2015 - 05.2018
- Provided excellent technical support.
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Assisted in system migrations, ensuring minimal downtime and smooth transition for all users involved.
- Improved productivity within company by providing comprehensive training on new software applications.
- Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades.
- Streamlined help desk operations by implementing effective ticket management system.
- Increased system efficiency through implementation of proactive maintenance measures and regular updates.
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Engaged in continuous professional development opportunities to stay current with industry trends and advancements.
- Implemented remote support tools to expedite issue resolution and reduce need for in-person assistance.
- Contributed to disaster recovery planning efforts, safeguarding critical data against potential loss or corruption.
- Bolstered cybersecurity measures by regularly updating antivirus software and educating employees about phishing threats.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Promoted efficiency among departments with prompt resolution of system issues.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Managed high levels of call flow and responded to various technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed and implemented preventive maintenance procedures.
- Monitored system performance to identify potential issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Sales / Marketing and Customer Service Assistant
Verizon Wireless
04.2011 - 06.2015
- Provided assistance to customers by addressing their inquiries via phone and email
- Created eye-catching advertisements utilizing Microsoft Word software
- Headed outreach initiatives for members of community by educating individuals on company's benefit.
Education
Associate's degree -
Bachelor's degree - Mass Communications
Southern New Hampshire University
07.2015
Skills
- Software troubleshooting
- Salesforce
- Dispatching
- Client Relationship Building
- Strong Work Ethic
- Interpersonal and written communication
- Client rapport building
- Salesforce Software
- Sales Program Coordination
- Advertising Campaigns
- Technical sales
- IT
- Computer skills
- Employee Orientation
- Technical support
- Email marketing
- Live chat
- Telemarketing
- Management
- Social Media Management
- Desktop Support
- Computer Networking
- Marketing
- Blogging
- Help Desk
- Employee Evaluation
- Research
- CRM Software
- Team Management
- Quality Assurance
- Public Relations
- Microsoft Powerpoint
- Cold Calling
- Interviewing
- Operating Systems
- Customer support
- Microsoft Outlook
- Customer service
- Microsoft Excel
- Medical terminology
- Motivational interviewing
- Documentation review
- Personal assistant experience
- Inside sales
- Data collection
- Natural language processing
- Windows
- Data analytics
- Zendesk
- Sales
- Technology sales
Certification
- Certified in Cybersecurity
- Security+
- CM - Certified Manager Certification
- MCAS - Microsoft Certified Application Specialist
- Sales Essentials Certificate
- Sales Manager Certificate
- CISA - Certified Information Systems Auditor
- CISSP - Certified Information System Security Professional
Timeline
Client Support Coordinator
PAR North America
03.2020 - Current
Client Service Specialist / Inside Sales Coordinator
Quest Diagnostics / Quest Health connect
05.2018 - 01.2020
IT Help Desk Technician
LaserShip
09.2015 - 05.2018
Sales / Marketing and Customer Service Assistant
Verizon Wireless
04.2011 - 06.2015
Associate's degree -
Bachelor's degree - Mass Communications
Southern New Hampshire University
- Certified in Cybersecurity
- Security+
- CM - Certified Manager Certification
- MCAS - Microsoft Certified Application Specialist
- Sales Essentials Certificate
- Sales Manager Certificate
- CISA - Certified Information Systems Auditor
- CISSP - Certified Information System Security Professional
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