Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TEMITOPE ADENISIMI

Arlington,TX

Summary

Dynamic Program Support Assistant with a proven track record at the Small Business Administration, excelling in Loan preparation, administrative support and customer service. Leveraged strong communication skills to enhance client relationships and processed disaster loans efficiently. Proficient in Microsoft Office and Salesforce, contributing to a 30% increase in sales through consultative techniques.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Service Representative Manager

Fa Tax Services
02.2022 - 04.2025
  • Led team in delivering exceptional customer service and resolving complex issues.
  • Developed training programs to enhance staff product knowledge and service skills.
  • Implemented process improvements that increased team efficiency and customer satisfaction.
  • Analyzed customer feedback to identify trends and drive strategic enhancements.
  • Managed scheduling and workflow to ensure optimal staffing levels during peak times.
  • Oversaw performance metrics, ensuring adherence to company standards and policies.
  • Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
  • Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
  • Supervised 20 Customer Service Associates in providing excellent customer service to callers requiring assistance for performing amendments and audited tax return issues.

Program Support Assistant/Loan Officer

The Small Business Administartion
04.2020 - 12.2020
    • Managed information flow on behalf of program supervisors using digital organizational systems.
    • Communicated clearly with program staff and participants through written and digital correspondence.
    • Provided general program information and assistance while processing of disaster loans and attending to calls in regard to people's personal information/credentials that has been used to apply for a loan fraudulently.
    • Performed clerical organization, answered phones and filed documentation for program manager.
    • Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
    • Managed administrative functions, including complex calendar management with focus on proper allocation of executive availability.

Customer Service Representative

Fa Tax Services
09.2010 - 03.2020
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with up to 3 calls in queue per minute.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 20% decrease in cancellations.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Resolved customer inquiries efficiently, ensuring high levels of satisfaction and loyalty.
  • Assisted clients in understanding tax services and provided tailored solutions to meet their needs.
  • Resolved customer inquiries and issues through effective communication and problem-solving techniques.
  • Maintained accurate records of customer interactions using CRM software to ensure service consistency.
  • Trained new staff on company policies, procedures, and best practices for handling customer requests.
  • Streamlined processes for managing tax-related queries, improving response time and customer satisfaction.

Program Support Assistant

Leadway Assurance
01.2003 - 07.2010
  • Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
  • Sold Auto and life insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
  • Enhanced insurance agency reputation by accommodating new and different requests and by exploring opportunities to add value.
  • Responded to customer calls within 10 hours to swiftly resolve issues and answer questions.
  • Built relationships with clients through active listening to provide excellent service.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales by 30%.
  • Served as a liaison between the program team and other departments, fostering strong working relationships and ensuring clear communication channels.

Education

Associate of Science - Accounting

Obafemi Awolowo University
Osun State
11.2001

High School Diploma -

Abeokuta Girls Grammar School
Ogun State
11.1994

Skills

  • Proficient in Computer/Technical skills
  • Proficient in Adobe & Microsoft Office
  • Financial statement and Credit Report Analysis
  • Familiarity with SBA Loan processing
  • Inbound and Outbound Calling
  • Good listening skills
  • Excel spreadsheets
  • Attention to detail
  • Salesforce
  • Strong communication and Interpersonal skills
  • Insurance claims processing
  • Multitasking Abilities
  • Administrative support
  • Professional writing skills

Certification

  • Certificate in Customer Service Skills (September 2021)

Timeline

Customer Service Representative Manager

Fa Tax Services
02.2022 - 04.2025

Program Support Assistant/Loan Officer

The Small Business Administartion
04.2020 - 12.2020

Customer Service Representative

Fa Tax Services
09.2010 - 03.2020

Program Support Assistant

Leadway Assurance
01.2003 - 07.2010

Associate of Science - Accounting

Obafemi Awolowo University

High School Diploma -

Abeokuta Girls Grammar School

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