Customer Service Call Center

HASSAN, NURUDEEN

****, ******* *****. ************, **, 46224.

Email: ad06ws@r.postjobfree.com

Mobile: +1-317-***-****

SUMMARY OF QUALIFICATION:

15years of experience in customer service roles, handling a wide range of customer inquiries and concerns. Proven ability to communicate effectively with customers, both verbally and in writing. Skilled in using customer relationship management (CRM) software and other tools to manage customer interactions and document cases. Strong problem-solving abilities and attention to detail, enabling efficient resolution of customer issues. Team player with organizational skills. Exceptional patience and empathetic approach to customer care, resulting in positive interactions. Ability to work well under pressure, less supervision, professionally handling customer issues.

WORK EXPERIENCES

CUSTOMER SERVICE AGENT( Call Center/Tier2)

COMCAST/XFINITY

REMOTE (11/2022 - 10/2023).

Received calls from Comcast customers.

Troubleshoot internet issues.

Solved issues relating to internet,tv, voice and other Comcast related services.

Initiated sales of additional products, services and equipment.

Ensured our customers are well satisfied and deliver the best customer experience.

Maintained KPIs workloads.

Produced quick turnarounds and resolutions for each claimed task.

Assisted customers with inquiries and provided accurate information over the phone and in person.

Resolved customer complaints and concerns promptly, ensuring a positive experience.

Processed customer orders, tracked shipments, and provided regular updates.

Participated in product knowledge training sessions to enhance problem-solving abilities.

Demonstrated strong attention to detail in managing customer data and order processing.

Consistently achieved high customer satisfaction scores and met or exceeded performance targets.

CALL CENTER AGENT

NJ E ZPASS CUSTOMER SERVICE CENTER

Newark, NJ.

REMOTE (02/2021-10/2022).

Took high volumes inbound calls.

Made outbound calls when necessary.

Assisted customers in adding payments to their account.

Assisted customers with their issues and concerns about the roadways.

Ensured our customers are well satisfied and deliver the best customer experience.

Educated customers about the Ezpass.

Enrolled customers to Ezpass New Jersey service.

Enforced turnpike rules and regulations by adhering to rules and regulations when violations occur.

Provided resolutions for each claim, concerns and issues. PUNPIN CONCEPT VENTURE (PCV GROUP)

FACILITY MANAGEMENT & COMMERCIAL CLEANING COMPANY

OPERATIONS SUPERVISOR (01/2017 - 09/2019)

Supervised cleaning operation and staff activities.

Assisted with the preparation of weekly shift schedules.

Performed daily inspection of staff task

Resolved clients cleaning issues regarding maintenance and mode operation

Handled emergency situation

Ensuring quality control standard during deep cleaning.

Organize and coordinate meeting with staff weekly before deployment to sites

Managed inventory of supplies, maintain and update inventory database.

Determined weekly cleaning requirements and prepared schedules accordingly.

Ensured that OSHA standards were upheld

Maintained all available cleaning equipment and arranged for repairs when necessary

Managed daily activities of cleaning staff and prepared staff reports.

Prepared and post worker schedules for cleaning and maintenance task

Hired temporary cleaning staff for busy seasons to maintain cleaning standards.

Monitored inventory cleaning supplies and ordered replacements. CALL CENTER REPRESENTATIVE

GLOBACOM LIMITED

TELECOMMUNICATIONS COMPANY

CUSTOMER SERVICE CENTER

Lagos, Nigeria (02/2009 -12/2016).

Responded to inbound customer inquiries via phone and email, providing accurate and timely information.

Managed customer complaints and concerns, actively listening, empathizing, and finding appropriate solutions.

Documented all customer interactions and case details in the CRM system with meticulous attention to detail.

Collaborated with cross-functional teams, such as Sales and Technical Support, to ensure seamless customer experiences.

Participated in ongoing training sessions to stay up-to-date on product knowledge and company policies.

Handled escalated customer cases, prioritizing resolution and maintaining customer satisfaction.

Consistently met or exceeded monthly performance metrics, including call volume, customer satisfaction ratings, and average handling time. SKILLS

Data entry • Microsoft office suite

Microsoft Access • Microsoft share point

Microsoft project • Microsoft excel

Conflict resolution • Leadership

Time management • Operations management

Advertising skills • Communication skills

Negotiation skills • Marketplace experience

Microsoft Word • Google analytic

Motivation • Budgeting

Telecommunications experience.

Excellent verbal and written communication skills

Strong problem-solving and critical thinking abilities

Exceptional patience and empathy

Ability to work well under pressure, less supervision and prioritize tasks effectively

Attention to detail and highly organized

Team player with excellent collaboration skills

Bachelor's Degree

LAGOS STATE UNIVERSITY

Lagos, Nigeria.

BANKING & FINANCE

APTECH COMPUTER SCHOOL

Lagos, Nigeria

CERTIFICATION

Basic Computer

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