DORIS OGUNKOLA

****C Split Oak Lane, Henrico, VA 2 3 2 2 9 (H) 8 04 867719 2 (C) 804-***-****

accitk@r.postjobfree.com

Professional Summary

Excellent communicator with over 20 years in a demanding call center environment as aCustomer Service

Representative. Call Center Representative versed in customer support inhigh call volume environments. Patient

and empathetic with extensive background in conflictresolution and customer care. Exceptional computer aptitude

and telephone etiquette.Dedicated Customer Service Representative who provides exceptional service through

activelistening and problem solving.

Skills

Multi line phone talent Microsoft WordOver 100 calls taken daily 10 Key

Adding MachineCreative problem solver Data Entry 10k kphExceptional communication skills

Typing 50 wpmStrong client relationsCredit card

processing

Work History

Customer Service Representative 05/2007 to CurrentScotts

Miracle Gro Company – Ashland, VA

Answered an average of 100 calls per day by addressing customer inquiries, solvingproblems and providing

new product information.Politely assisted customers in person and via telephone.Provided an elevated

customer experience to generate a loyal clientele.Ensured superior customer experience by addressing

customer concerns, demonstratingempathy and resolving problems on the spot.Directed calls to appropriate

individuals and departments.Asked open ended questions to assess customer needs.Learned, referenced and

applied product knowledge information.Contacted customer to follow up on purchases, suggest new

merchandise and inform themabout promotions and upcoming events.

Senior Customer Service Representative 08/1987 to

06/2010Automatic Data Processing – Richmond, VA

Politely assisted customers in person and via telephone.Ensured superior customer experience by addressing

customer concerns, demonstratingempathy and resolving problems on the spot.Answered an average of 75

100 calls per day by addressing customer inquiries, solvingproblems and providing new product

information.Gathered and verified all required customer information for tracking purposes.Accurately

documented, researched and resolved customer service issues.Referred unresolved customer grievances to

designated departments for furtherinvestigation.Acted professionally and patiently when addressing negative

customer feedback.Met or exceeded service and quality standards every review period.Probed to achieve the

"One and Done" call resolution.Worked on company level amendments and re filings.

Education

High School Diploma: General

1975Bowling Green Senior High School Bowling Green Va

Associate of Science: Criminal Justice 2015J. S.

Reynolds Community College Richmond, VA

REASON FOR TERMINATION

Scotts Miracle Gro Call Center/Customer Service was transferred to centralized officein Charlotte

NCAutomatic Data Processing Amendment Department was outsourced.

Contact this candidate