Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

OMOLAYO AWORUNSE

Justin,TX

Summary

Results-driven customer service professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Smoothly uncovers and solves challenges while promoting company products and maintaining loyalty. Focused on surpassing expectations and driving overall team success.

Overview

1
1
year of professional experience

Work History

Service and Engagement Advocate

Target
10.2022 - Current
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Resolved guest complaints and discrepancies in prompt and courteous manner.
  • Increased loyalty score by 10% by activating new red card members.
  • Actively listened to guest, handled concerns quickly and escalated major issues to TL.
  • Delivered exceptional guest services to every guest by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with guest and team members.
  • Provided excellent guest care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic guest relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing guest concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated guest about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding front of store operations, policies and services.
  • Collaborated with team members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and backed up other guest advocates/service and engagement team members.
  • Recommended, selected and helped locate and obtain out-of-stock product based on guest requests.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Maintained guest satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Completed strategic opening and closing functions to meet operational needs.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Actively listened to customers, handled concerns quickly and escalated major issues to TL.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Answered constant flow of customer calls with minimal wait times
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Delivered friendly service and offered expert support in every interaction.

Education

LEVEL 7 POST GRADUATE DIPLOMA - STRATEGIC MANAGEMENT AND LEADERSHIP

Metropolitan School of Business And Management
United Kingdom
05.2020

No Degree - 2 DAY PROFESSIONAL DEVELOPMENT PROGRAM

Harvard University
Cambridge, MA
2017

No Degree - MARKETING PLANNING AND STRATEGIES

CRANFIELD SCHOOL OF BUSINESS AND MANAGEMENT
UNITED KINGDOM
09.2015

Bachelor of Science - PUBLIC RELATIONS AND ADVERTISING

LAGOS STATE UNIVERSITY
LAGOS NIGERIA
11.2012

Associate of Science - Mass Communication

LAGOS STATE UNIVERSITY
LAGOS NIGERIA
04.2006

Skills

  • Client Service Relationship Management
  • Communications Strategies
  • Market Trend Analysis
  • Retail Experience
  • Sales Analysis
  • Active Listening
  • Inventory Management
  • Proactive
  • Behavior Analysis
  • Compliance
  • Performance Management
  • Customer service and engagement
  • Product and service solutions
  • Provider interaction and engagement

Accomplishments

  • Achieved a 100% green score by completing all required training modules with accuracy and efficiency.
  • Manage 100+ daily customer interactions; answer customer inquiries, clarify product offerings
  • Achieved a 90% customer satisfaction rating in Q1 & Q2 of 2023 according to in-store and online survey
  • Recommended new promotions and services to customers thereby generating 10+ new weekly red card members
  • Collaborated with team to achieve and surpass the weekly benchmarked NPS
  • Received a promotion from guest advocate to service and engagement trainer after 4 months of employment due to excellence in guest service management
  • Reduced guest time spent at the self check lanes by optimizing and leveraging on team quick backups as needed
  • Implemented a new front of store brand look/stocking to create a desirable shelf appeal to guest

Timeline

Service and Engagement Advocate

Target
10.2022 - Current

LEVEL 7 POST GRADUATE DIPLOMA - STRATEGIC MANAGEMENT AND LEADERSHIP

Metropolitan School of Business And Management

No Degree - 2 DAY PROFESSIONAL DEVELOPMENT PROGRAM

Harvard University

No Degree - MARKETING PLANNING AND STRATEGIES

CRANFIELD SCHOOL OF BUSINESS AND MANAGEMENT

Bachelor of Science - PUBLIC RELATIONS AND ADVERTISING

LAGOS STATE UNIVERSITY

Associate of Science - Mass Communication

LAGOS STATE UNIVERSITY

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OMOLAYO AWORUNSE