LAURA OKOSUN
Lubbock,Texas
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
4
4
years of professional experience
Work History
Customer Service Officer
Hawaiian Airlines
03.2020 - 06.2023
- Answer an average of 100 calls per day in a high-volume call center environment.
- Resolve customer complaints and ensure calls are handled in a professional and prompt manner.
- Contributed to the company's highest quarterly customer satisfaction rate of 92%.
- Consistently earned “above average” or “excellent” on-call quality evaluations.
- Train and assist entry-level customer service officers by helping them improve their listening skills, communication and multitasking abilities.
Customer Service Representative
MT Insurance Services
01.2019 - 03.2020
- Helped holders of insurance policies resolve their concerns in a timely and professional fashion.
- Used computer to retrieve policyholder information while maintaining proper phone and customer service etiquette.
- Collected customer feedback from an average of 1,000 customers per year and made process changes to exceed customer satisfaction goals.
- Participated in voluntary corporate training classes to increase understanding of caller concerns and shorten call response time.
Education
Bachelor of Science - General Business
University of Maryland - College Park
College Park, MD11.2017
Skills
- Data entry and maintenance
- Credit card applications
- Customer account management
- Complaint resolution
- MS Office and CRM
- Multiline phone etiquette
- Communication
- Attention to detail
Certifications and Licenses
- Help Desk Certification, Axelos - (2022)
- Certified Client Service Professional (CCSP) - (2018)
Profession Relevant Skills
- Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
- Proficient understanding of Microsoft Word, Excel and Access.
- Knowledgeable of common office electronics and tech support.
- Passionate about promoting lasting customer satisfaction.
- Can utilize upselling prowess to sell additional products to customers or clients after providing assistance.
- Able to enter large quantities of data into a computer and retrieve important information in a brief period of time.
- Capable of entering data while remaining online with several customers at once.
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
- Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
- Successful at satisfying different types of customers with creative and knowledgeable solutions.
Languages
English
Native or Bilingual
Spanish
Professional Working
Hobbies and Interests
As much as I enjoy my customer service career, one of my true loves is gardening. I love planting a variety of fruits and vegetables in my backyard. If I'm not at the call center, more than likely, I am in my garden. In addition to gardening, I love anything related to the cinema and I have a keen interest in classic films. In my spare time, I also enjoy drawing, painting and sketching.
Timeline
Customer Service Officer
Hawaiian Airlines
03.2020 - 06.2023
Customer Service Representative
MT Insurance Services
01.2019 - 03.2020
Bachelor of Science - General Business
University of Maryland - College Park
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