Itohan Omoughie
Allen,TX
Summary
Professional Profile Experienced with excellent customer services skills, exhibited the ability to appropriately respond to and resolve customer inquiries and concerns Customer services oriented, very efficient in multitasking and skilled with ability to communicate in an effective manner. Ability to work effectively in a fast-paced environment and as a team player. Knowledge of all aspects of business processes within a collaborative setting. Proficient in Microsoft Word, excel, data analysis and management with basic IT troubleshooting skills.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Charles Schwab
Dallas, USA
11.2021 - Current
- Received an average 85% customer satisfaction rating to date,15% higher than the company’s average
- Suggested a new tactic to persuade canceling customers to stay with the company, resulting in a 5% decrease in cancellations
- Listen to customers' concerns, issues and questions and resolve the concerns and issues to the best of my abilities
- I maintained a positive attitude and calmly responded to irate customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Services Representative
McKesson
Dallas, TX
05.2018 - 09.2022
- Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Assist customers with IT-related issues via phone, email, fax in a timely manner
- completes and process customers request
- provided an exceptional customer experience when working with customer
- Ensured proper documentation of new customer information into the system
- Also take department telephone calls, using correct salutations and telephone etiquette
- problem solving
- mantain knowledge of technology innovations and trends
Customer services Rep
IQor Consulting
Dallas, TX
03.2017 - 03.2018
- Focused on client/customer service, working with both inbound calls and external partners
- Listening attentively to the caller needs to ensure a positive customer experience
- Recommended solutions within customer budgets and proactively followed up with all leads
- Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issue
- Always maintain a friendly and positive attitude, even with unhappy customers.
- IT support , help customers with basic troubleshooting
Education
Bachelor of Science - English Language
Lagos State University
Nigeria 09-2011
High school diploma -
Skills
- Verbal and Written Communication
- Customer Service
- Critical Thinking
- Computer Skills
- problem solving
- empathy
- multi tasking
- effective listening
- password reset
- Efficient and Detail-Oriented
Timeline
Customer Service Representative
Charles Schwab
11.2021 - Current
Customer Services Representative
McKesson
05.2018 - 09.2022
Customer services Rep
IQor Consulting
03.2017 - 03.2018
Bachelor of Science - English Language
Lagos State University
High school diploma -
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