Salesforce
Olubusayo Oluwafemi
Frisco
Summary
Accomplished Senior Customer Service Specialist with a proven track record at Grundstein Technologies, enhancing customer satisfaction and retention through expert escalation management and exceptional conflict resolution skills. Spearheaded training initiatives and optimized processes, significantly boosting team productivity. Skilled in CRM software and fostering strong customer relationships, consistently exceeding performance goals.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Specialist
Grundstein Technologies
11.2017 - Current
- Entered customer data into system and communicated service concerns with various department.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Supervisor
T Mobile
09.2007 - 11.2017
- Researched and corrected customer concerns to promote company loyalty.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Created customer support strategies to increase customer retention.
- Created, prepared, and delivered reports to various departments.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Education
MBA - International Business
London School of Commerce
London, UK06-2015
Bachelor of Arts - Journalism And Public Relations
University of Bedfordshire
Luton, UK06-2010
High School Diploma -
Federal Government College
Lagos, Nigeria06-2000
Skills
- Escalation management
- Call auditing
- Floor supervision
- Customer education
- Process optimization
- Call control
- Database research
- Complaint handling
- CRM software
- Reporting and analysis
- Documentation review
- Ticketing systems
- Call center experience
- Conflict management
Software
Oracle NETsuite
LiveAgent
EDesk
Team Support
Microsoft Office
Google Champion
Timeline
Senior Customer Service Specialist
Grundstein Technologies
11.2017 - Current
Customer Service Supervisor
T Mobile
09.2007 - 11.2017
MBA - International Business
London School of Commerce
Bachelor of Arts - Journalism And Public Relations
University of Bedfordshire
High School Diploma -
Federal Government College
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