Summary
Overview
Work History
Education
Skills
Timeline
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SARAH OYETORO

Hampton,GA

Summary

Experienced Customer Service Analyst with over five years of expertise in a remote work environment, specializing in multi-channel customer support via phone, email, and chat. Skilled in delivering technical assistance, financial services, inbound sales, risk assessment, and documentation. Proficient in a wide range of service software and adept at utilizing computer productivity tools to enhance efficiency and service quality. Demonstrates exceptional problem-solving skills, ensuring seamless customer interactions, timely resolution of concerns, and adaptability to dynamic situations, consistently exceeding expectations to drive customer satisfaction.

Overview

9
9
years of professional experience

Work History

Customer Care Representative II

Dobbs Defense Solutions
11.2023 - Current
  • Efficiently managed high-volume inbound inquiries, handling over 50 calls daily with professionalism and accuracy.
  • Analyzed user documentation to identify patterns, extract valuable insights, and generate data-driven recommendations.
  • Resolved complex customer concerns with patience and collaboration, partnering with cross-functional teams to address inquiries and optimize service efficiency and satisfaction.
  • Competently supported federal callers, chat users, and email inquiries by guiding them through government databases and loan portals.

CBRN Defense Specialist (Part-Time)

U.S. Army National Guard
03.2022 - Current
  • Applied leadership, teamwork, and safety protocols to effectively manage Chemical, Biological, Radiological, and Nuclear (CBRN) scenarios.
  • Earned certifications in Hazardous Materials (Hazmat) Awareness and Operations, as well as Mass Decontamination procedures, ensuring compliance with industry standards.
  • Trained in crisis response operations, including equipment monitoring, threat assessment, and combat coordination to enhance strategic readiness.
  • Oversaw logistics management, budgeting, and preparedness strategies to optimize resource allocation and operational efficiency.

Support Specialist-Agent / Customer Service Rep

Guidehouse
05.2023 - 11.2023
  • Provided comprehensive assistance to borrowers, ensuring seamless account access and support.
  • Facilitated project teams in the implementation of scalable processes, including quality assurance and operational coordination.
  • Delivered technical support through help desk services, troubleshooting, data entry management, and account verification.
  • Conducted in-depth analysis of complex issues, escalating cases as necessary to ensure efficient resolution.

Information and Customer Service Specialist

Devera Events Limited
03.2016 - 01.2022
  • Accurately processed and managed customer data, including sensitive payment information, in a secure remote environment.
  • Organized and executed event coordination, while overseeing product offerings to enhance market engagement.
  • Successfully resolved over 90% of customer complaints, ensuring high satisfaction and service excellence.
  • Expertly utilized Zendesk to streamline in-house customer service and sales operations, optimizing workflow efficiency.

Education

B.A. - Visual Arts

University of Lagos
Lagos
12.2014

Skills

  • Skilled in providing high-quality customer support with the ability to work independently and efficiently
  • Adept at multitasking, prioritizing tasks, and meeting tight deadlines in dynamic environments
  • Proficient in leveraging digital tools and navigating remote work settings to optimize productivity
  • Strong capability to assess complex issues, develop solutions, and implement effective resolutions
  • Highly skilled in both written and verbal communication, ensuring clarity, professionalism, and engagement in all interactions
  • Microsoft Office Suite 365, Excel, Back Office, AWS, Remote Desktop
  • Operating Systems: Windows, macOS, Tablets, Zendesk

Timeline

Customer Care Representative II

Dobbs Defense Solutions
11.2023 - Current

Support Specialist-Agent / Customer Service Rep

Guidehouse
05.2023 - 11.2023

CBRN Defense Specialist (Part-Time)

U.S. Army National Guard
03.2022 - Current

Information and Customer Service Specialist

Devera Events Limited
03.2016 - 01.2022

B.A. - Visual Arts

University of Lagos

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