Bola Falana

profile

Results-oriented, strategic sales professional, and talented with a strong background in customer service .

Qualifications

Results-oriented

Operations management

Client-focused

Proficiency in customer service.Quick learner

Computer proficient

Quick learner

Microsoft Office

File/records maintenance

Training and development

Relevant Experience

Documentation

Wrote and edited documents to keep staff informed on policies and procedures.

Marketing

Implemented marketing strategies which resulted in the growth of customer base.

Process Improvement

Created new departmental procedures manual.

Assessed organizational training needs.

Protective Services

Applied safety procedures and policies as outlined in Department Safety Manual.

Experience

Sam’s Club MARCH 2014 to November 2015

Customer service supervisor

Houston TX

Investigate customer's problems and find solutions.

Communicate with customers via phone, email, or letter.

Hire, train, and terminate customer service agents.Provide scripts to read from during phone calls.

Handle major incidents that cannot be resolved by agents.Resolve complaints and order issues

Ask customers to provide feedback on agents and customer service experience.

Keep abreast of new company products and services.Issue refunds to customers.Oversee product exchanges and returns.

Analyze data and statistics.Compile and print reports on overall customer satisfaction.Isolate and identify areas of improvement.

Train agents on how to adequately address problem over the phone or how to write correspondence.

Work with management on customer service initiatives.

Utilize social media to respond to customer complaints and praise.Supervise customer service managerial staff.

Walmart Inc November 2008 to September 2013

Customer service associate

DUTIES;

Provide excellent customer service to improve business performance.

Greet, address and thank customers in friendly and professional manner.Provide excellent customer service to improve business performance.

Greet, address and thank customers in friendly and professional manner.

Understand customer requirements so as to provide appropriate clarifications and solutions.

Route and direct customer requests to appropriate personnel.

Contribute ideas to resolve customer problems to improve productivity.

Work within various teams to ensure outstanding customer service.

Schedule both local and long distance customer deliveries.

Understand customer requirements so as to provide appropriate clarifications and solutions.

Route and direct customer requests to appropriate personnel.

Contribute ideas to resolve customer problems to improve productivity.

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