Customer Service Representative
Resume:
A
SUMMARY
Dedicated Customer Service Professional with 5 years of experience in handling client inquiries, resolving complaints, and providing exceptional customer support. Proficient in using CRM software like Zendesk, Salesforce, and Microsoft Dynamics to streamline service delivery and track customer interactions. Skilled in problem-solving, managing customer relationships, and ensuring a positive customer experience across multiple communication channels, including phone, email, and live chat.
Core Competencies
Customer Relationship Management (CRM): Extensive experience using tools like Zendesk, Salesforce, and Microsoft Dynamics for managing customer queries, tracking interactions, and resolving issues efficiently.
Multichannel Support: Strong background in providing customer service through phone, email, live chat, and social media platforms.
Problem Solving & Complaint Resolution: Adept at handling escalations and complaints, ensuring timely and satisfactory resolution.
Communication Skills: Excellent verbal and written communication abilities, capable of explaining complex issues in a customer-friendly manner.
Data Entry & Reporting: Proficient in data entry, tracking customer interactions, and generating performance reports to improve service outcomes.
WORK EXPERIENCE
MAR.2021 – SEP.2024 Customer Service Representative
Fapas Consult LLC- Remote (USA)
Manage customer inquiries and complaints via phone, email, and live chat, using Zendesk to track tickets and ensure timely resolutions.
Achieved a 98% customer satisfaction rating by resolving issues efficiently and ensuring follow-up on outstanding cases.
Utilize Salesforce to maintain accurate customer records, track service history, and manage product-related inquiries.
Collaborated with the sales team to cross-sell services based on customer needs, increasing customer retention by 15%.
Analyzed customer feedback to identify recurring issues and worked with the product team to implement improvements, reducing complaint volume by 20%.
APR.2019– MAR.2021 Customer Support Specialist
LUXERA, Abuja, Nigeria.
Handled high-volume customer inquiries, using Microsoft Dynamics CRM to log interactions and track issue resolution.
Improved first-call resolution rates by 25% by effectively troubleshooting common technical issues for customers over the phone.
Conducted onboarding sessions for new customers, guiding them through product features and ensuring a smooth start to their service.
Developed and maintained a comprehensive knowledge base to assist customers with self-service options, reducing the number of inbound queries by 10%.
Assisted in training new team members on customer service best practices and the use of CRM systems.
Key Achievements
Maintained a 95%+ customer satisfaction score for 3 consecutive years by providing fast and effective customer support.
Trained 10+ new hires on CRM systems and customer service best practices, improving team performance.
Successfully implemented a new FAQ system, decreasing call volume by 15% within 6 months.
EDUCATION
Osun State University Osun State, Nigeria.
B.A. English Language
CORE COMPETENCE
Active Listening
Relationship Building
Conflict Resolution
Quality Management Software
Compliance & Regulatory Expertise
Customer Acquisition
Team Management
Process Improvement
Critical Thinking
Data Analysis & Reporting
Training & Mentorship
TECHNICAL SKILLS
Customer Relationship Management (CRM): Zendesk, Salesforce, Microsoft Dynamics
Multichannel Support Tools: LiveChat, Intercom, Freshdesk
Microsoft Office Suite: Excel, Word, PowerPoint
Data Reporting: Excel and CRM analytics dashboards
Customer Feedback Systems: SurveyMonkey, Qualtrics
LANGUAGE
English
ADEBUKOLA ELIZABETH JOHNSON
Bladensburg, MD.
************@*****.***
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