SAMSONDEEN GOLOBA
Newark,New Jersey
Summary
Dedicated and results-driven customer service professional with over five years of experience in high-volume call center environments. Proven ability to efficiently handle customer inquiries while delivering top-tier service. Adept at leading teams, training staff, and improving customer satisfaction. Strong communication, problem-solving, and multitasking skills with a commitment to providing exceptional customer experiences.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Experis
01.2025 - Current
- Supervised a team of customer service representatives, ensuring adherence to company policies and performance metrics
- Provided coaching and mentoring to improve agent performance and enhance customer satisfaction
- Managed escalations, resolving complex customer issues promptly and professionally
- Assisted in training new hires, reinforcing company procedures and best practices
Customer Service Representative
Prolucent - Infojini, Inc
11.2024 - 01.2025
- Handled high-volume inbound calls, assisting customers with account inquiries, billing concerns, and technical support
- Maintained a high level of accuracy in data entry and documentation
- Provided empathetic and effective solutions, improving customer retention
Customer Service Representative
CIS Companies
06.2023 - 11.2024
- Assisted customers with credit card inquiries, payments, and dispute resolution
- Educated customers on available financial products and services
- Navigated multiple systems to provide real-time assistance and solutions
Customer Service Representative
Dynamic Computing Services
10.2022 - 06.2023
- Delivered prompt and professional support across multiple communication channels
- Resolved customer concerns efficiently, ensuring a positive experience
- Adapted to evolving company policies and technology platforms
Customer Service Representative
DeliverHealth Solutions
03.2019 - 09.2022
- Maintained a high first-call resolution rate
- Recognized for exceeding customer satisfaction targets
- Consistently met and exceeded key performance indicators (KPIs)
- Trained new hires
Education
Bachelor of Science - Financial Management
Rutgers, The State University of New Jersey
05.2021
Associate in Science - Business Administration
Essex County College-Newark
Newark, New Jersey08.2019
Skills
- Customer Service Excellence
- Call Center Operations & diagnostic
- Team Leadership & Coaching
- Conflict Resolution
- Problem-Solving & Critical Thinking
- Data Entry & Documentation
- CRM & Call Management Systems
- Time Management
- Multitasking in High-Pressure Environments
- CRM Systems (Salesforce, Zendesk, etc)
- Microsoft Office Suite (Word, Excel, Outlook)
- Call Management & Ticketing Systems
Timeline
Customer Service Representative
Experis
01.2025 - Current
Customer Service Representative
Prolucent - Infojini, Inc
11.2024 - 01.2025
Customer Service Representative
CIS Companies
06.2023 - 11.2024
Customer Service Representative
Dynamic Computing Services
10.2022 - 06.2023
Customer Service Representative
DeliverHealth Solutions
03.2019 - 09.2022
Associate in Science - Business Administration
Essex County College-Newark
Bachelor of Science - Financial Management
Rutgers, The State University of New Jersey
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