Kolade Odeyemi
Houston
Summary
Enthusiastic Customer Service Representative with 10+ years of customer service and order management experience. Excels in outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards
Experienced with managing and leading customer service teams to ensure smooth operations and high client satisfaction. Utilizes strong communication skills and proactive approach to resolve customer issues efficiently. Track record of improving team performance through effective training and support.
Overview
14
14
years of professional experience
Work History
Customer Service Representative Lead
Universal Insurance
04.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers
- Inputted and closed tickets using Service now software
- Helped customers answer specific questions regarding medical plans eligibility based on their insurance
- Responded to customer calls and emails to answer questions about insurance plans
- Escalated issues to proper supervisors when standard processes were not effective
- Led a team of 10 customer service representatives, overseeing daily operations and ensuring service excellence
- Acted as a point of contact for complex customer inquiries, working closely with internal departments to provide timely solutions
- Developed and deliver training sessions to improve product knowledge and customer interaction skills
- Implemented a ticketing system that streamlined issue tracking and resolution, resulting in a 25% reduction in response time
- Conducted regular team meetings to share best practices, review performance goals, and gather feedback for process enhancement
Customer Service Representative
Louisiana State University
07.2016 - 04.2022
- Assisted customers via phone, email, and live chat, addressing inquiries, solving problems, and providing product information
- Achieved an average customer satisfaction rate of 92%, recognized through positive customer feedback
- Resolved escalated issues promptly, collaborating with different departments to ensure timely and effective solutions
- Served as dispatch for office of transportation and provided drivers with students pick up details
- Processed orders, returns, and exchanges accurately, maintaining a high level of attention to detail
- Conducted customer follow-ups to ensure their needs were met and to gather feedback for continuous improvement
Customer Service Representative
Northern Louisiana Medical Center
02.2011 - 07.2016
- Worked effectively to coordinate and monitor care plans
- Identified and conducted training and development opportunities to enable and support the team and to drive client satisfaction
- Ensured the service standards were met through supervision and quality assurance and risk management policies and practices
- Maintained accurate and up-to date physician/patient database through EMR system
- Generated daily reports on internal tasks, issues, billing, communication and reporting to manager to improve operational workflow
- Coordinated and book diagnostic tests and follow-up appointments to best meet patient needs
- Maintained confidentiality for all patient and staff personal and health information
Education
Masters of Business Administration -
Louisiana State University
07.2021
Bachelor of Science - Communications
Louisiana State University
12.2015
Skills
- Data Entry and Documentation
- Effective Communication
- Cross Functional Collaboration
- Conflict Resolution
- Multitasking
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
- Strong leadership and team management
- Problem Solving
- SAP
- Microsoft Outlook
- Microsoft Excel
- CRM Software and Ticketing Systems
- Outlook
- Microsoft 365
- Salesforce
- ServiceNow
- Call center experience
- Reporting and analysis
- Escalation management
- Stress tolerance
- Complaint handling
- Customer satisfaction measurement
- Live chat support
- CRM software
- Email management
- Inbound and outbound calls
- Data entry
- Team coaching
- Issue resolution
- Customer service analysis
- Customer service
- Time management
- Interpersonal skills
Leadershipandextracurricularactivities
- Led the effort to deploy an automated time and expense reporting system that involved more than 200 onsite and 50 offsite personnel working across 5 locations.
- Led a team of 4 analysts through a sales optimization project.
Timeline
Customer Service Representative Lead
Universal Insurance
04.2022 - Current
Customer Service Representative
Louisiana State University
07.2016 - 04.2022
Customer Service Representative
Northern Louisiana Medical Center
02.2011 - 07.2016
Bachelor of Science - Communications
Louisiana State University
Masters of Business Administration -
Louisiana State University
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