Yetunde Ajibola Bisayo
Indianapolis,IN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in health and telecommunication industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Virtual Customer Service Representative
Freelancers
03.2016 - Current
- Answered live online chats to give quick answers and solve problems faster.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Assisted clients with product questions to facilitate online ordering process.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
Customer Service Specialist
CVS Specialty Pharmacy
01.2020 - 03.2022
- Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Developed customer service improvement initiatives that decreased customer wait times by Number%.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Increased efficiency and team productivity by promoting operational best practices.
PR Administrator
University College Hospital Ibadan
02.2008 - 12.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Direct Support Professional
Damar Services Inc.
04.2022 - Current
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Supervised daily activities and provided assistance to staff.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Helped diagnose patients and deliver treatments with medication administration and specimen collection.
- Minimized injuries to staff or patients through support or restraint to control patient movements.
Education
Master of Science - Masters in Psychology
University of Ibadan
Oyo State01.2012
Bachelor of Science - Mass Communication
Bowen University
Ogun State11.2008
Skills
- Inbound and Outbound Calling
- Scheduling
- Client Needs Assessment
- Product Knowledge
- Customer Complaint Resolution
- Quality Management
- Cash Register Operation
- New Product Information
- Meeting Organization
- Quality control guidelines
- First Aid and Safety
- Behavior Redirection
- Patient Care
- Care Plan Assessment
- Knowledge of State Regulations
- Quality Program Protocols
- Clinical Quality Program Standards
- Developmental Disabilities
- Case Management
- Report Generation
- Dietary Needs
- Client Support
- Medication Administration
- First Aid Certification
- Medical Distribution
Timeline
Direct Support Professional
Damar Services Inc.
04.2022 - Current
Customer Service Specialist
CVS Specialty Pharmacy
01.2020 - 03.2022
Virtual Customer Service Representative
Freelancers
03.2016 - Current
PR Administrator
University College Hospital Ibadan
02.2008 - 12.2014
Master of Science - Masters in Psychology
University of Ibadan
Bachelor of Science - Mass Communication
Bowen University
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