Summary
Overview
Work History
Education
Skills
Websites
Volunteer Experience
Certification
Awards
Timeline
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OLUCHI ONWUMERE

Phoenix,AZ

Summary

Multifaceted Customer Service Specialist with extensive experience and expertise in delivering exceptional customer service. Strong attention to detail and superior work ethic ensure customer satisfaction at every interaction. Excels in addressing escalated issues and providing troubleshooting assistance to support customer service teams. Skilled trainer and mentor, fostering a performance-oriented mindset within the team to drive success and exceed goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Lead Senior Customer Service Specialist

Bank of America
04.2020 - Current
  • This position supports Global Commercial Card Services via phone channel
  • Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests, while providing exceptional customer service
  • Assisting clients with treasury commercial card products and with internal business partners to provide resolution to client inquiries, issues, and/or technical support
  • Achieved 9% rise in Digital Banking application in first month of hire
  • Provided first call resolution for 70+ retail and commercial credit card inquiries daily as well as questions concerning online banking and security procedures.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.

Customer Service Representative

Wells Fargo
01.2018 - 04.2020
  • Receiving high volume inbound calls
  • Utilizing tools and resources like jabber, soft phone, CIV, BCS, hogan etc in resolving customer's complaints
  • Negotiating and collaborating to meet customers' needs
  • Educating customers on the benefits of banking products.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved accounting, service and delivery concerns.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Service/Inbound Sales

AppleOne
01.2016 - 01.2018
  • Maintained and responded to 150+ customer inquiries in all forms (emails, phone, and fax) daily
  • Strove for diplomatic conflict resolution in case of customer complaints or concerns relating to client products and services
  • Provided expert insight and advice on how customers can avoid government fines on their businesses through being compliant with federal and state requirements and regulations
  • Exceeded scorecard requirements for productivity and quality 6 months in a row.

Education

Bachelor of Science - Economics

University of Abuja
Nigeria
2015

Skills

  • Top tier 1 Lead in Customer Service Support role
  • Experienced with systems requiring strict adherence to privacy and security protocols
  • Remote Team Management
  • Problem Solving and Analytical Skills
  • Excellent verbal and written communication skills and ability to explain technical troubleshooting in easy to understand terms
  • Posses excellent computer skills and comfortable with technology
  • Relationship Management
  • Efficient in time management skills and ability to multitask

Volunteer Experience

  • Vineyard Food & Clothing Bank | Phoenix AZ
  • ST Mary's Food Bank | Phoenix AZ

Certification

Project Management Professional (PMP)

Successful Negotiation: Essential Strategies and Skills

Google Data Analytics

Awards

Multiple Customer Service Specialist Awards

Employer of the Year Awards 

Timeline

Lead Senior Customer Service Specialist

Bank of America
04.2020 - Current

Customer Service Representative

Wells Fargo
01.2018 - 04.2020

Customer Service/Inbound Sales

AppleOne
01.2016 - 01.2018

Bachelor of Science - Economics

University of Abuja

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OLUCHI ONWUMERE