OLUWATOMI KOYA
Charlotte,NC
Summary
At Wells Fargo Bank in North Carolina, I harnessed my analytical thinking and customer relations skills to enhance department efficiency, leading initiatives that significantly improved customer satisfaction. Renowned for my self-directed approach and effective teamwork, I consistently delivered solutions that aligned with company policies and boosted operational excellence.
Developed exceptional customer interaction abilities within fast-paced service environment, looking to transition into new field. Excels in problem-solving and managing customer relationships, ensuring satisfaction and loyalty. Aiming to leverage these transferable skills to make meaningful contributions in new role.
Personable and reliable individual with positive attitude and excellent communication skills. Possesses foundational knowledge of customer service principles and adept at handling inquiries and resolving issues efficiently. Dedicated to creating positive customer experiences and contributing to team success.
Diligent Employee with strong background in customer service. Proven ability to handle diverse customer inquiries and resolve issues efficiently. Demonstrated skills in communication and problem-solving. Diligent Employee with strong background in customer service. Proven ability to handle diverse customer inquiries and resolve issues efficiently. Demonstrated skills in communication and problem-solving.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Associate Customer Service Representative
Wells Fargo Bank
03.2024 - 08.2024
- Created detailed reports on customer satisfaction surveys as requested by management team
- Processed orders accurately and promptly according to established procedures
- Provided training and guidance to junior staff members on proper handling of customer service matters
- Provided excellent customer service by responding to inquiries, resolving complaints, and addressing issues in a timely manner
- Ensured compliance with all company policies, procedures, and regulations pertaining to customer service operations
- Gathered relevant information from customers regarding their inquiries or complaints before providing solutions or alternatives
- Worked closely with other departments to ensure timely delivery of products or services
- Participated in brainstorming sessions aimed at improving the overall efficiency of the department's processes
- Utilized problem-solving skills to resolve complex customer service issues quickly and efficiently
- Attended regular meetings with managers and supervisors to review performance metrics and discuss ways for further optimizing operations
- Assisted in developing new strategies for improving customer service levels and maintaining high standards of quality assurance
- Handled customer complaints and inquiries in a courteous and efficient manner
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Recognized for outstanding performance on multiple occasions, reflecting dedication towards providing top-notch support experiences that build brand loyalty and foster customer retention.
- Streamlined communication channels for improved team collaboration and efficiency.
- Collaborated with team members to develop strategies for continuous improvement in service delivery.
Customer Service Associate
States Postal Service
10.2013 - 12.2019
- Managed escalated situations with difficult customers while preserving positive relationships
- Responded to telephone inquiries and complaints following standard operating procedures
- Developed comprehensive reports on customer service data trends to inform management decisions
- Resolved complex customer inquiries in a timely manner while maintaining high level of professionalism
- Provided ongoing training to new staff on customer service policies and procedures
- Developed and implemented customer service policies and procedures to improve efficiency, accuracy, and customer satisfaction
- Monitored team performance against established goals for quality assurance purposes
- Tracked customer service metrics including response times, resolution rates, and customer feedback scores
- Analyzed customer complaints to determine root cause of issues and recommend solutions
- Actively sought out feedback from customers about their experiences in order to drive continuous improvement efforts
- Led initiatives to increase customer loyalty through improved communication channels
- Participated in cross-functional projects related to improving overall customer experience
- Facilitated weekly team huddles focused on problem solving, collaboration, goal setting and recognition activities
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Customer Service Lead
Hertz Car Rental
09.2009 - 10.2013
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Reviewed associate performance to identify training needs.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Agile Concepts Scrum Master - Scrum Master
IBM SKILLS BUILD
ONLINE02-2025
Cybersecurity Fundamentals - Cybersecurity Fundamentals
Ibm Skills Build
Online11-2024
Bachelor of Science (B.S.) - management
University of Phoenix
Phoenix, AZ03.2024
Skills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
Accomplishments
I successfully executed project on my team.
I have successfully completed online technology training
Certification
Certified Project Manager
Languages
English
Full Professional
Timeline
Associate Customer Service Representative
Wells Fargo Bank
03.2024 - 08.2024
Customer Service Associate
States Postal Service
10.2013 - 12.2019
Customer Service Lead
Hertz Car Rental
09.2009 - 10.2013
Certified Project Manager
Agile Concepts Scrum Master - Scrum Master
IBM SKILLS BUILD
Cybersecurity Fundamentals - Cybersecurity Fundamentals
Ibm Skills Build
Bachelor of Science (B.S.) - management
University of Phoenix
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