Kay Ola
ROLLING MEADOWS,IL
Summary
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Teleperformance Inc
10.2024 - 04.2025
- Answered inbound calls to greet and assist customers with various needs and questions.
- Resolved product and service issues promptly.
- Relayed new and relevant information to customers and followed up on promises.
- Built strong knowledge of product line to assist customers in selecting products.
- De-escalated customer complaints using specialized communication techniques.
- Communicated with clients over phone, email and chat platforms.
- Returned customer calls and responded to inquiries and complaints.
- Documented detailed notes in CRM system to track customer interactions.
- Completed paperwork for orders and new service actions.
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- De-escalated customer complaints using specialized communication techniques.
Customer Service Representative
Globe Life
07.2024 - 09.2024
- Answered inbound calls to greet and assist customers with various needs and questions.
- Navigated multiple systems to identify source of issue.
- Exchanged merchandise and refunded money to adjust customer accounts and resolve billing issues.
- Used proven techniques to increase sales and promote high-value products.
- Remained calm, composed and polite to deescalate aggressive customer behavior.
- Engaged with customers to understand needs, resolve issues, and answer product questions.
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- De-escalated customer complaints using specialized communication techniques.
- Handled escalated callers to reach positive outcomes.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- Documented detailed notes in CRM system to track customer interactions.
- Offered products and services to meet customers needs and goals.
- Met and exceeded daily service quality and performance goals.
Epic Consultant
Optimum Health
02.2022 - 03.2024
- Ensured data integrity and security by establishing strict access controls, monitoring user activities, and updating policies as needed.
- Enhanced system efficiency by conducting comprehensive Epic software assessments and optimizations.
- Played a crucial role in post-implementation support, troubleshooting issues and offering tailored solutions to resolve challenges efficiently.
- Delivered high-quality customer service to clients throughout the implementation process, fostering relationships for future projects.
- Contributed to the overall success of project teams by leveraging strong interpersonal skills and a collaborative approach to problemsolving.
- Utilized analytical skills to review performance metrics following implementations, using findings to drive continuous improvement initiatives.
- Provided expertise on industry best practices related to Epic software utilization within healthcare organizations'' unique environments.
Customer Service Representative
At your services
04.2012 - 05.2014
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Documented detailed notes in CRM system to track customer interactions.
- De-escalated customer complaints using specialized communication techniques.
- Returned customer calls and responded to inquiries and complaints.
- Resolved product and service issues promptly.
- Addressed customer concerns and complaints and resolved issues promptly.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
Education
Bachelor of Science - Business Administration
University of Lagos
2009
Skills
- Microsoft Office
- Customer Service
- Communication
- Direct Marketing
- Sales
- Problem Solving
- Merchandising
- Microsoft Office
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Call center operations
- Scheduling
- Follow-up skills
- Appointment scheduling
- Order processing
- Dispute resolution
LANGUAGES
English, Native/Bilingual
Timeline
Customer Service Representative
Teleperformance Inc
10.2024 - 04.2025
Customer Service Representative
Globe Life
07.2024 - 09.2024
Epic Consultant
Optimum Health
02.2022 - 03.2024
Customer Service Representative
At your services
04.2012 - 05.2014
Bachelor of Science - Business Administration
University of Lagos
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