Technical Support Customer Service

Ogunro Jennifer Kemi

***** ******* ***** ***** **** TEXAS 77493 713-***-**** **********@*****.***.

EDUCATION

Master of Business Administration. University of Lagos, Nigeria 12/2017

Bachelor of Science. Physiology. University of Ilorin, Nigeria 05/2011

Agile coach/scrum master. School of Business Texas. 12/2022

EXPERIENCE

Taskus, Technical support 08/2023 to Present

Client support on business re-engineer

Technical support on client business.

Provided support for team leads and team members

Designed a safe working environment to conduct research activities.

Customer Experience Specialist, TTEC USA 05/2022 to 07/2023

Handled Telephone inquiries about various account issues for providers handling Blue Cross Blue Shield members with insurance, ranging from probing questions to getting resolutions and providing benefits

Ensure that at the end of each call provider expectations were met and no need for a callback

Resolved provider issues while maintaining a high percentage of problems solved

Provided support for team leads and team members

Maintained a high QA score all through and ensured the above percentage for all metrics required for a high rate of productivity.

Customer Service Representative, LOWES 09/2019 to 3/2022

Handled Telephone inquiries about various account issues for unemployment benefits customers, ranging from basic debit card features, security breaches, and card delivery times

Resolved customer issues while maintaining a high percentage of problems solved

Provided support for team leads and team members

Customer Service Representative, INTUIT TURBO TAX - Houston, Texas 1/2019 to 05/2019

Responded to (40+ per day) telephone inquiries about a variety of issue or interests while considering variations in the background of the inquirer for tax inquiries.

With a great understanding of the products and services of the company, effectively articulate the benefits/value of the product and provide options that meet customers’ needs and budgets. Therefore, closed sales with a rating of about 60%.

To resolve concerns a customer may have regarding their taxes, carefully listen to details, and empathetically provide solutions with an average of 90% customer satisfaction rating.

Experience with sales, technical support, troubleshooting, customer service software, customer

.

SKILLS

Analytical Skills: Proficient in analyzing business processes, identifying areas for improvement, and implementing effective solutions. Experienced in using Microsoft Excel, word, powerpoint.

Communication and Problem-solving: Strong verbal and written communication skills with proven ability to identify and solve complex business problems through effective collaboration with cross-functional teams to achieve common goals and organizational success.

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