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
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
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
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
02.2021 - 06.2021
- Scheduled and confirmed appointments.
CSR - Customer Service Representative
Apple
02.2020 - 02.2021
- Documented, researched and resolved customer service issues by enhancing customer satisfaction with fast, knowledgeable service.
Customer Service Representative
SS Media
01.2019 - 02.2021
- Handled inbound and outbound calls to upgrade customers diabetic meters and supplies.
Customer Service Representative
Global Response
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
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