Ursula Sorunke
Glen Burnie,MD
Summary
Communicative Customer Service Specialist with 7 years of experience excelling in fast-paced environments. Skilled in CRM software, call center tools, and process optimization, dedicated to driving customer satisfaction and organizational success. Seeking to leverage proven expertise to deliver exceptional service and contribute to a dynamic team.
Overview
9
9
years of professional experience
Work History
Data Entry Clerk/Customer Service Representative
Golden Eco Services
New York
01.2022 - Current
- Ensured compliance with data entry regulations, maintaining 99% accuracy in recordkeeping
- Utilize Mac OS and various Mac applications to manage customer inquiries efficiently
- Experienced in utilizing Mac-based CRM and customer service tools to maintain detailed records of customer interactions and improve service processes
- Collected and entered customer information, reducing data entry errors by 25%
- Organized files and created efficient spreadsheets in Microsoft Excel, improving workflow by 15%
- Implemented process enhancements, resulting in a 20% increase in data accuracy and streamlined workflows
- Provided personalized assistance to customers, leading to a 15% increase in satisfaction ratings
- Adapted customer service strategies based on feedback, resulting in a 10% reduction in issue resolution time
- Collaborated with other departments to resolve issues regarding incorrect data entries
- Greeted passengers and provided customer service assistance
- Maintained accurate records of customer service histories
- Monitored customer service requests and responded accordingly.
Customer Service Representative
Oakview Capital LLC
Glen Burnie
05.2021 - 01.2022
- Provided accurate information and resolved customer inquiries via phone, maintaining a 90% satisfaction rate
- Managed large volumes of calls using Avaya, generating 20% more sales leads
- Developed and implemented customer service training modules, reducing onboarding time by 15%
- Conducted follow-up calls, improving customer retention by 20%
- Supported sales activities, resulting in a 12% increase in order processing efficiency
- Implemented a new feedback system, resulting in an increase in overall customer satisfaction
- Provided excellent customer service to resolve customer complaints in a timely manner
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Document Processing Specialist
CohnReznick LLP
Bethesda
01.2016 - 02.2020
- Conducted quality checks and created financial documents, reducing errors by a large percentage
- Troubleshooted problematic documents, improving submission turnaround time
- Led cross-departmental collaboration efforts, resulting in 15% more efficient workflows
- Provided frontline support, resolving 95% of document-related queries and issues
- Implemented new document tracking system, reducing retrieval time 10%
- Participated in multiple training sessions, resulting in a 20% increase in team productivity
- Resolved discrepancies in documentation by obtaining missing information from sources such as clients or other departments
- Verified that documents were properly authorized before entering them into the system
- Performed quality checks on all documents prior to submission for approval or further processing.
Education
Master of Science - Public Health Administration
University of Maryland - University College
Hyattsville, MD05-2018
Bachelor of Science - Sports Medicine
Howard University
Washington, DC01.2013
Skills
- Proficient in Mac OS and Mac applications
- CRM Software
- Communication Tools
- Helpdesk and Ticketing Systems
- Email Management
- Call Center Software
- Collaboration Tools
- Microsoft Office
- Data Transcription
- Organization and Communication
- Problem Resolution and Teamwork
- Word Processing
- Proofreading
- Document processing
- Inbound and Outbound Calling
- Call Management
Timeline
Data Entry Clerk/Customer Service Representative
Golden Eco Services
01.2022 - Current
Customer Service Representative
Oakview Capital LLC
05.2021 - 01.2022
Document Processing Specialist
CohnReznick LLP
01.2016 - 02.2020
Master of Science - Public Health Administration
University of Maryland - University College
Bachelor of Science - Sports Medicine
Howard University
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