Yetunde Lawal
Boynton Beach,FL
Summary
Hardworking and Friendly customer service representative with strong history of meeting and exceeding customer expectations. Expert-level knowledge of industry service protocols and best practices. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Warrior Service Company
Palm Beach
04.2024 - Current
- Receiving and confirming new orders from VA Hospitals or retail customers via fax/email/call and enter them accurately to Sales force within 4 hours of the receipt of the order. Exercising independent judgement as, emergency orders must be entered and confirmed within 30 minute of the receipt of the order.
- Making initial contact to the new patients to confirm address, phone number, and acquire an emergency/secondary back up contact number.
- Contacting the patients with emergency orders within 4 hours and schedules the home visit/delivery within 8 hours.
- Answering calls and address them accordingly; otherwise transfers them to pertaining department.
- Providing patients (Veterans and other retail customers) and VA Officials with courteous customer service in person, over the phone, or via emailing in.
- Providing timely resolution of customer complaints, concerns, and inquiries and record them in the complaint log.
- Recording adequate notes in the Customer Relationship Management platform of Salesforce.
- Responding effectively to customers rejecting their orders, determining the reason and offering possible alternatives.
- Preparing reports and correspondence as instructed by the supervisor.
- Communicating with the Technicians/Drivers to resolve any scheduling or home delivery concerns.
Account Manager
ADT Security Services
Boynton Beach, FL
12.2021 - 03.2024
- As an account manager my job duties included gathering information from customers to analyze interpret and address needs to accurately troubleshoot alarm security system issues.
Tech Support Specialist
Conduent
Boynton Beach, FL
07.2021 - 11.2021
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
Appointment Scheduler
Next Level Business Services
Port Saint Lucie, FL
02.2021 - 06.2021
- Scheduled and confirmed appointments.
CSR - Customer Service Representative
Apple
Margate, FL
02.2020 - 02.2021
- Documented, researched and resolved customer service issues by enhancing customer satisfaction with fast, knowledgeable service.
Customer Service Representative
SS Media
Deerfield Beach, FL
01.2019 - 02.2021
- Handled inbound and outbound calls to upgrade customers diabetic meters and supplies.
Customer Service Representative
Global Response
Margate, FL
07.2019 - 12.2019
- Answered inbound and outbound calls to handle various concerns, set appointments and close sales.
Education
License in Nursing -
Florida Academy of Nursing
Miramar, FL09.2024
High school diploma - undefined
Dave Thomas Education Center
Coconut Creek, FLSkills
- Customer and Product Training
- Employee Mentoring
- Billing assistance
- Microsoft Windows, Outlook, Google
- Live chat
- Mac OS, IOS
- Salesforce
- POS System Operation
- 50 WPM Typing Speed
Timeline
Customer Support Specialist
Warrior Service Company
04.2024 - Current
Account Manager
ADT Security Services
12.2021 - 03.2024
Tech Support Specialist
Conduent
07.2021 - 11.2021
Appointment Scheduler
Next Level Business Services
02.2021 - 06.2021
CSR - Customer Service Representative
Apple
02.2020 - 02.2021
Customer Service Representative
Global Response
07.2019 - 12.2019
Customer Service Representative
SS Media
01.2019 - 02.2021
License in Nursing -
Florida Academy of Nursing
High school diploma - undefined
Dave Thomas Education Center