Jennifer Adetosoye
Dallas,TX
Summary
Dedicated and results-driven Customer Service Representative with extensive experience in managing client relationships, resolving complex issues, and leading customer support operations. Skilled in CRM systems, team leadership, conflict resolution, and upselling, with a proven ability to exceed performance targets while maintaining high levels of customer satisfaction. Adept at balancing empathy and efficiency to ensure a positive customer experience and long-term loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Nubian LLC
04.2025 - Current
- Supervised daily customer service operations, ensuring a welcoming and professional environment for all clients.
- Managed client bookings, scheduling, and service inquiries to maintain smooth workflow.
- Handled escalated customer concerns with empathy and efficiency, achieving high client satisfaction and retention.
- Trained, coached, and supported staff in communication, conflict resolution, and upselling techniques.
- Implemented customer feedback strategies that improved overall service quality and increased repeat business.
- Maintained accurate client records and transactions while supporting sales and inventory tracking.
- Maintained comprehensive knowledge of products and services to provide informed support.
- Enhanced customer satisfaction through effective conflict resolution and communication strategies.
Customer Agent / Clerk
UNFI
02.2023 - 12.2024
- Handled an average of 80+ inbound and outbound calls daily, addressing customer inquiries with professionalism and accuracy.
- Resolved customer complaints efficiently, achieving a 95% satisfaction rating through follow-ups and effective solutions.
- Accurately processed and documented all customer interactions in CRM systems, ensuring compliance and data integrity.
- Proactively provided product and service knowledge, leading to a 15% increase in upsell and cross-sell success rates.
- Consistently met or exceeded company KPIs, including call handling time, first-call resolution, and quality assurance targets.
- Collaborated with team members and management to identify service gaps, contributing to improved workflows and customer retention.
Education
Bachelor (Hons) - Computer Science
KSU
Skills
- Customer Relationship Management
- Conflict Resolution & Problem-Solving
- Communication & Active Listening
- Call Center & Multichannel Support (Phone, Email, Chat)
- Data Entry & Record Accuracy
- Upselling and Cross-Selling Techniques
- Multitasking in Fast-Paced Environments
- Performance Metrics & Service Level Agreements (SLAs)
- Team Leadership, Training, and Coaching
- Strong Team Collaboration & Independent Work
- MS office
Certification
- Alternative Dispute Resolution, Institute of Chartered Mediators and Conciliators
- Microsoft Office Suite
- Fundamentals of Digital Marketing, Google Digital Garage
- CNA
Timeline
Customer Service Manager
Nubian LLC
04.2025 - Current
Customer Agent / Clerk
UNFI
02.2023 - 12.2024
Bachelor (Hons) - Computer Science
KSU