Folashade Kehinde

Randallstown, Maryland ***** 862-***-**** kumzry24@gmail.

com

PROFESSIONAL

SUMMARY

Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Highly skilled and resourceful Manager with vast years of experience in Human resource management, Experience with implementation of new features both manual and automated equipment, Proficient in Microsoft Office (Access, Excel, Outlook, One Note, PowerPoint, Word).

SKILLS

• Proficient statistical programming

and data analysis skills.

• Skilled in cost-effectiveness

analysis with triage; quantitative

and qualitative research methods

• Knowledgeable in program

monitoring and impact evaluation;

epidemiologic methods

• Proficient with Microsoft Office

Suite: Word, Excel, Access,

PowerPoint, and Outlook

• Excellent Communication

• Flexible and Adaptable

• Planning and Coordination

• Self-Motivated

• Decision-Making

WORK HISTORY

CUSTOMER SERVICE REPRESENTATIVE

02/2019 to CURRENT

Richcroft Inc. Hunt Valley, Maryland

• Recorded account information to open new customer accounts.

• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Responded to customer requests for products, services, and company information.

• Provided primary customer support to internal and external customers.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Pioneered development of improved system for monitoring clients using automated daily records/tracker (Cx360 program) and ICM Interface.

• Productive relationship builder: excel at listening to client needs, articulating product benefits and creating solutions that provide value to the client.

• Maintaining a positive, empathetic, and professional attitude toward clients always.

• Highly professional dependable, reliable, and able to perform duties with minimal supervision.

• Respond to telephone inquiries, providing quality service to clients and associates inquiring about the availability of products or status of orders.

• Diffuse and resolve various volatile client's situations while maintaining the balance between the interests of the company and client's satisfaction.

• Conducts phone surveys to clients to ascertain the company's quality of service.

• Identifies the actions necessary to obtain the results needed by the customer.

• Provide detailed and accurate accounts of clients calls for prevention of future audit issues.

• Provides answers to client questions and queries regarding their health premiums.

OPERATIONS SUPERVISOR

11/2018 to 06/2021

Reliant Rehabilitation Inc. West Minister, Maryland

• Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.

• Monitored supply chain and managed logistics functions for company.

• Motivated and trained employees to maximize team productivity.

• Conducted root cause analysis in deficient areas to identify and resolve issues.

• Negotiated with distributors to find quality products and best prices.

• Ensure that manufacturing processes run reliably and efficiently.

• Planning and organizing production schedules.

• Assessing project and resource requirements.

• Estimating, negotiating, and agreeing budgets and timescales with clients and managers.

• Ensuring that health and safety regulations are met.

• Determining quality control standards and re-negotiating timescales or schedules as necessary.

CUSTOMER SERVICE REPRESENTATIVE

04/2012 to 08/2017

MTN Communications Lagos, Lagos, Nigeria

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Provided primary customer support to both internal and external customers.

• Responded to customer requests for products, services and company information.

• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Automated unlock mobile device and transfer services.

• Developed analysis reports to monitor network performance standards and trends.

• Investigate and repair mechanical, electrical, and software failures.

• Maintaining a positive, empathetic, and professional attitude toward customers always.

• Responding promptly to customer inquiries.

• Communicating with customers through various channels.

• Acknowledging and resolving customer complaints.

• Knowing our products inside and out so that you can answer questions.

• Processing orders, forms, applications, and requests.

• Keeping records of customer interactions, transactions, comments, and complaints.

EDUCATION

Bachelor of Science Applied Mathematics 11/2012

Ladoke Akintola University of Technology, Ogbomoso, Nigeria Associate of Science Computer Science 09/2004

Federal Polytechnic Ede, Ede, Nigeria

CERTIFICATIONS

• ITIL 4 Foundation in-view

• SysOps Admin in-view

• SAFe. Certified 2021.

• Advanced Clinical Research Associate Certified (ACRAC) 2022

• Certified RCYCP. 2021.

. • Certified CNA, CMT, CPR & FIRST AID

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