Roseline Oyawale
New Windsor,MD
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.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Trinity Consulting
08.2020 - 11.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered 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.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained strict confidentiality with sensitive information, ensuring client trust and privacy.
- Enhanced transcription accuracy by diligently proofreading and editing final documents.
- Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
- Consistently met or exceeded established productivity goals while maintaining a high level of accuracy across all completed assignments.
- Verified accuracy of transcribed material prior to finalization.
- Reviewed completed reports for proper formatting, grammar, and sentence structure.
- Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
- Contributed to the company''s growth by consistently delivering top-notch transcriptions that met or exceeded client expectations.
Merchandise Associate
Marshalls Department Store
08.2020 - 04.2021
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized sales floor.
- Boosted sales performance through effective merchandising strategies and visually appealing displays.
- Managed inventory levels, ensuring timely replenishment of stock to meet customer demands.
- Collaborated with store management to develop strategic plans for merchandise placement and promotion.
- Utilized strong communication skills to work effectively with team members and resolve customer concerns promptly.
- Assisted in the training and development of new associates, fostering a positive team environment.
- Participated in regular store audits, identifying opportunities for improvement in merchandising and store operations.
- Maintained up-to-date knowledge of current trends and customer preferences, adjusting merchandise presentation accordingly.
- Aided loss prevention efforts by adhering to company policies and accurately completing transactions at the point of sale system.
- Collaborated closely with fellow associates, sharing best practices for visual merchandising techniques and improving overall store performance.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Greeted, serviced and thanked all customers.
Merchandise Associate
Ross Dress For Less
05.2020 - 08.2020
- Transported merchandise to sales floor and restocked shelves, racks and bins.
- Greeted, serviced and thanked all customers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered customer questions regarding store merchandise, department information and pricing.
- Created attractive displays to promote items.
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
- Inspected merchandise for quality and arranged proper display location on floor.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Conferred with store managers to obtain information about customer needs and preferences.
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.
Customer Service Specialist
MTN Satellite Communications
06.2014 - 06.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Described product highlights and benefits to help guide purchasing decisions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Recorded product or service failure complaints and notified appropriate departments.
- Maintained strict confidentiality with sensitive information, ensuring client trust and privacy.
- Adapted quickly to new technology platforms and software programs introduced within the workplace, enhancing overall efficiency levels.
- Enhanced transcription accuracy by diligently proofreading and editing final documents.
- Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
- Stayed organized and kept detailed records to accurately track progress and client information.
- Consistently met or exceeded established productivity goals while maintaining a high level of accuracy across all completed assignments.
- Efficiently managed large volume of work assignments while maintaining attention to detail and accuracy standards.
- Reviewed completed reports for proper formatting, grammar, and sentence structure.
- Effectively prioritized workload to balance multiple projects concurrently without compromising quality or deadline adherence.
- Verified accuracy of transcribed material prior to finalization.
Education
Bachelor of Law (B.L.) - Law
Nigerian Law School
07.2017
Bachelor of Science - Law
Kogi State University
12.2015
Skills
- Mobile Ordering Understanding
- Personal Shopping
- Proper Storage Procedures
- Online Ordering Familiarity
- Active Listening
- Customer Relations
- Managing Multiple Tasks
- Computer Proficiency
- Recordkeeping Strengths
- Order Processing
- Administrative Support
- Customer Consulting
- Customer Service
- Prioritization
- Problem-solving abilities
- Data Entry
- Problem Resolution
- Complaint Handling
- Complaint resolution
- Call Management
- Fast Typing Speed
- Meeting Deadlines Consistently
- Transcription
- Teamwork and Collaboration
- Time Management
- Team Collaboration
Timeline
Customer Service Representative
Trinity Consulting
08.2020 - 11.2024
Merchandise Associate
Marshalls Department Store
08.2020 - 04.2021
Merchandise Associate
Ross Dress For Less
05.2020 - 08.2020
Customer Service Specialist
MTN Satellite Communications
06.2014 - 06.2019
Bachelor of Science - Law
Kogi State University
Bachelor of Law (B.L.) - Law
Nigerian Law School
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