Oluwatoyin Odiagbe
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
KRA Golden Insight Logistics
Houston, TX
02.2022 - 08.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered over 25 customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative Team Lead
Fidelity Bank Plc
Akure, Ondo State
09.2019 - 12.2020
- Handled day-to-day customer contact via phones, faxes and emails.
- Provided primary customer support to internal and external customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Opened and maintained at least 20 customer accounts daily by recording account information.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative Lead
Mutual Benefits Life Assurance
Lagos Nigeria, Lagos
07.2017 - 08.2019
- Implemented and developed customer service training processes to new employees.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Created customer support strategy to increase customer retention.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Managed over 50 calls per day by ensuring customers call are answered promptly by team members thereby ensuring customer retention, referrals and increasing sales by at least 10%
Customer Service Representative
United Bank For Africa, UBA
Lagos , NG, LAGOS
06.2013 - 05.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.\Investigated and resolved customer inquiries and complaints quickly.
- Answered at least 30 customer telephone calls promptly to avoid on-hold wait times on daily basis
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled over 30 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Education
Bachelor of Science - Forestry And Wood Technology
Federal University of Technology
Ondo State, Nigeria10.2011
Skills
- Call Documentation
- Responding to Difficult Customers by showing empathy
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Understanding Customer Needs
Timeline
Customer Service Representative
KRA Golden Insight Logistics
02.2022 - 08.2022
Customer Service Representative Team Lead
Fidelity Bank Plc
09.2019 - 12.2020
Customer Service Representative Lead
Mutual Benefits Life Assurance
07.2017 - 08.2019
Customer Service Representative
United Bank For Africa, UBA
06.2013 - 05.2017
Bachelor of Science - Forestry And Wood Technology
Federal University of Technology
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