Service Customer

Rasheedat Abimbola Oduola

Hollywood FL,*****

acz0o9@r.postjobfree.com 954-***-****,305-***-****

CAREER SUMMARY

An experienced, enthusiastic and hardworking professional with over 7 years of experience providing efficient and skillful office support,supervision, training, project management and administration all geared towards achieving organizational goals and increased productivity.

MAJOR ACHIEVEMENTS

Successfully supervised a team of coordinators being employed as the team lead at iFieldservices earning rapid confirmation

Developed and innovate work flow process to improve service delivery, time management and accountability thus increasing client satisfaction and confidence

EXPERIENCE

Broward Sheriff’s Office Fort Lauderdale Fl May 2016 – present

Communications Operator II

Assists the public by disseminating accurate and appropriate information, as dictated by the nature of the call.

Respond to and perform follow-up on public inquiries, unit inquiries, and inter-agency inquiries regarding information to be obtained, relayed, and/or disseminated to proper entities.

Respond to and obtain information from persons on the Enhanced 911, (police, fire and medical) public complaint telephone calls and non-emergency calls.

Evaluate nature of calls, and forward all relevant information to the appropriate entity for processing via various media

Provide prompt attention to the customers who request police, fire rescue, or other public safety services using the Enhanced 911 system or non-emergency telephone lines by using trained methods of evaluation, classification, and prioritization to ensure the customer's complaint has been accurately described and the appropriate public safety agency has either been referred or forwarded the information based on the circumstances.

Consult phone directories, in-house resource materials, databases, and street maps to determine jurisdiction boundaries or vital information related to calls for service.

Use sound judgment, policy, acquired knowledge, and supervisory direction to complete the field requests during routine and critical incidents.

Maintain confidentiality while using software linked to the National Crime Information Center (NCIC) and Florida Crime Information Center (FCIC) database to retrieve or enter information on stolen vehicles, tags, persons, articles, property, etc. and disseminates the responses to field personnel.

Follow Emergency Medical Dispatch (EMD) protocol prior to the arrival of the first responders.

Prioritizes the calls for service, assigns appropriate number of field personnel, and notifies supervision on critical, active, and pending incidents.

Participates in in-house training to develop specialized unit knowledge for the purpose of acquiring progressively responsible duties.

iFieldservices Inc- Fort Lauderdale Fl August 2014- May 2016

Account Administrator

Perform and manage hiring, interviewing, onboarding, training of new employees

Properly log in work hours for field employees to ensure accurate remuneration

Run field employee’s payroll on the field management software for import and processing in quickbooks

Review and compare employee’s bi weekly schedule for accuracy and error

Address and resolve employee queries regarding office policies, attendance, timesheets and payroll by educating on policies and reviewing timecards to ensure accuracy and appropriate remuneration

Ensure strict adherence to quality control practices by analyzing results to reduce and eliminate errors

Review monthly performance through operations reporting, develop and implement necessary output adjustments to increase service delivery and productivity

Identify training needs by developing and implementing training schedule to increase staff productivity

Generate and send weekly invoice to clients using the field management software

Maintain office records and filing systems while also taking inventory and reordering office supplies, requisitions and forward emails to maintenance office on any service and repair required

Manage client account and boost relationship by resolving client complaints and inquiries to improve service quality and exceed contract agreement while obtaining feedback through weekly rapport

Resolve escalated client and agent’s inquiries/ issues to provide excellent service and maintain confidence in the agency

Provide technical/ help desk support by being proactive in identifying unforeseen issues and its resolution

Unity Bank Plc- Nigeria June 2010-April 2014

Relationship/Client Service Officer

Maintain key corporate accounts relationship at the branch level to increase profitability

Mobilize deposits through granting of facilities to customers to create asset for the bank

Manage and improve client request for electronic and internet banking products to reduce queues in the branch and promote electronic banking

Effectively manage & monitor existing facilities granted by the bank for prompt repayment.

Research materials to enhance customer satisfaction and services delivery to increase branch position

Source for prospects and create new accounts though products knowledge and acquiring new clients to increase branch’s balance sheet

Prepare weekly and monthly reports to assess and improve branch’s performance

Receipt and payment of cash and checks to customers by posting accurately to ensure books are balanced

Manage existing client relationships and gain new clients by delivering superior customer service and

resolve customer issues and complaints in a timely manner.

Verify customers information by checking signature mandate to ensure compliance

Manage customer files through update of records, mails and correspondence to maintain document control

Artezia Security Systems- Nigeria January 2010 – June 2010

Client Technical Support Officer

Analyze call logs and incidents by creating/updating incident tickets to spot trends and resolve them

Responding to customer queries and concerns to ensure client satisfaction

Proactively manage & enhance existing relationships, projects with clients by improving quality of services and ensuring that issues are dealt with quickly and effectively

Preparation, review and follow up on Service Level Agreement to view underlying issues and ensure contract agreement are met and exceeded.

Preparation and documentation of weekly and monthly query, resolution & survey reports to ensure achievement of company’s goals and objectives

Recommend and implement procedures to ensure that service level deliveries and standards are consistent, highly qualitative and never compromised.

EDUCATION

Nova Southeastern University,Florida

MBA in Human Resource Management 2015-2017

Olabisi Onabanjo University, Nigeria

BSc in Computer Science 2003-2007

Yaba College of Technology, Nigeria

Diploma in Computer Science 2000-2002

PROFESSIONAL QUALIFICATION, CERTIFICATION AND MEMBERSHIP

Society for Human Resource Management (SHRM) 2017

Certified Emergency Medical Dispatcher 2016

Certificate of Achievement 2016

(Florida Department of Law Enforcement)

Certified Public Safety Telecommunicator 2016

(Association of Public Safety Communications Officials)

International Academy of Medical Dispatch 2016

(Diploma in Emergency Medical Dispatch)

IT Service Management Certificate 2008

Oracle Certified Professional 2008

Oracle Certified Associate 2008

CORE COMPETENCIES

Ability to organize, work and lead a team

Proactive and result oriented approach in carrying out a project.

Work independently on multiple projects and take responsible decisions.

Good negotiation, problem solving and conflict resolution skills.

Proficient with MS Windows Operating System and MS Office applications.

Time management, training and development skills

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