Tolulope Arowosaye
Paterson,NJ
Summary
Customer Experience Executive with over a decade of enhancing client satisfaction and driving sales growth. Demonstrates expertise in leading teams, optimizing performance through innovative strategies, and exceeding customer satisfaction scores. Committed to delivering exceptional service and leveraging data analysis to resolve conflicts and retain customers.
Overview
9
9
years of professional experience
Work History
Lead Call Center Agent
Horizon BCBS
Newark, NJ
06.2025 - Current
- Receive and address customer inquiries via phone, fax, mail, email, and other communication channels.
- Gathered essential information (member ID, claim number, name) to resolve customer inquiries accurately.
- Investigated issues regarding claims, member information, benefits, enrollment, and appeals, leveraging available resources for effective resolution.
- Documented customer inquiries and actions taken, ensuring adherence to quality guidelines for thorough follow-ups.
- Delivered excellent customer service while meeting departmental quality and production standards.
Lead Client Service Representative
Gucci
Jersey City, NJ
01.2022 - 02.2024
- Led client service team at Gucci, elevating luxury brand experience through personalized client interactions.
- Implemented innovative strategies that increased customer satisfaction scores by identifying and addressing client needs.
- Achieved highest gross sales and call volume during holiday peak season.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Coordinated client appointments and responded to inquiries, ensuring timely and effective communication.
- Keep operation running, taking a minimum of 12 calls per hour.
- Retrieved, reviewed, verified, collected, recorded and updated customer contact information and data through the CRM system.
Inside Sales Representative
D’artagnan
Union, NJ
01.2020 - 03.2021
- Exceeded quarterly targets, contributing to company's market expansion.
- Drove sales growth through strategic client relationships and product knowledge.
- Managed key accounts for major food chains, ensuring account stability and fostering long-term client relationships.
- Researched customer demand and trends to identify potential accounts for sales opportunities.
- Studied new product descriptions to enhance job knowledge and engaged in educational opportunities to stay current with industry innovations.
- Identified potential areas for enhancing job performance and accomplishments.
Customer Service Administrative Assistant
Boll & Branch
Summit
11.2017 - 12.2019
- Handled customer service inquiries via phone, email, and live chat from clients, vendors, and the public.
- Streamlined customer service processes, reducing response times and improving client satisfaction.
- Resolves disputes, addresses online questions, and assists with invoices and purchase orders.
- Implemented new administrative systems for enhanced efficiency.
- routed business correspondence to appropriate department or staff member.
- prepared detailed expense reports and managed requests for capital expenditures.
- screened applicant resumes and coordinated phone and in-person interviews.
Call Center Supervisor
FedEx
Secaucus
10.2016 - 09.2019
- Promoted from package handler to enhance operational efficiency in logistics.
- Advanced from call center representative to take on leadership roles in customer service.
- Led call center team of 20, optimizing customer service protocols.
- Oversees call center employees to ensure customer satisfaction goals were consistently met.
- Reduced average call time by 18% while maintaining high satisfaction scores.
- Accurately documented, researched, and resolved customer service issues.
- Mastery of customer service management systems and databases.
Education
Business management - Criminal Justice
Kean University
05-2014
Skills
- Multi-line phone operations
- Customer support
- CRM Management
- Sales Strategy
- Sales support
- Customer Retention
- KPI Management
- Data Analysis
- SAP
- Team Leadership
- Training and mentoring
- Conflict Resolution
- E-commerce Strategies
Timeline
Lead Call Center Agent
Horizon BCBS
06.2025 - Current
Lead Client Service Representative
Gucci
01.2022 - 02.2024
Inside Sales Representative
D’artagnan
01.2020 - 03.2021
Customer Service Administrative Assistant
Boll & Branch
11.2017 - 12.2019
Call Center Supervisor
FedEx
10.2016 - 09.2019
Business management - Criminal Justice
Kean University