Customer Service Representative
Resume:
Boma
Gabriel-Whyte
CUSTOMER SERVICE REPRESENTATIVE
Professional Summary
***.*****@*****.***
Links
Skills
Customer Service & Technology Integration
Analytical Problem-Solving
Product & Service Understanding
Team Collaboration & Communication
Fast-Paced Startup Environment
Independent Work & Delivery Commit-
ments
Can-Do Attitude & Task Flexibility
Microsoft Office
Ability to work in a team
Professional Summary
Customer-focused professional with over five years of experience in managing customer inquiries, resolving product issues, and processing orders in high-volume environments. Skilled in leveraging data insights and cross-functional collaboration to drive process improvements and enhance customer satisfaction. Proficient in CRM systems, SQL, and data entry with a track record of delivering timely, accurate support in remote and in-office settings. Seeking to contribute strong customer service and operational skills to a dynamic team.
Employment History
Customer Service Representative, Visual Comfort & Co, Skokie 06/2024 - Present
• Effectively handles a high volume of inbound calls, chat and email/ZenDesk inquiries during scheduled shifts, as assigned
• Accurately processes quotes, orders and returns
• Follows through with customer inquiries, ensuring a high level of customer satisfaction
• Resolves routine customer issues independently, escalating queries and concerns to managers, as appropriate
• Actively participates in training involving our products, systems and design Customer Support Expert, Angie Joy LLC, Park Ridge 03/2019
• Handle a high volume of inbound and outbound calls, emails, and live chat interactions, ensuring prompt and effective resolution of customer issues.
• Develop strong relationships with customers by delivering personalized support and engaging in open, interactive communication.
• Follow company communication procedures and guidelines to maintain a consistent and professional tone in all customer interactions.
• Keep meticulous records of customer issues, resolutions, and feedback, contributing to process improvement and enhanced customer satisfaction. Customer Relations Specialist, DHL Global Forwarding, Chicago 03/2022 - 08/2023
• Managed inbound and outbound calls to address customer inquiries and provide shipment updates, ensuring accurate and timely communication.
• Resolved complex customer concerns related to shipments, delivery delays, and other transportation issues, resulting in a 15% improvement in customer satisfaction scores.
• Built sustainable relationships with customers and carriers by fostering transparent communication and proactive problem-solving.
• Assisted in the setup of new lanes, negotiated rates with carriers, and managed shipping issues such as returns and expedited shipments.
• Utilized Excel for tracking, analyzing customer feedback, and recommending operational improvements to optimize service levels. Education
BSc. sociology, University of Calabar, Calabar, Nigeria AWS, Scrum Master, Data Science (SQL, Python), SAP, Google IT Support, Spiceworks Ticketing, Microsoft 365, Salesforce, Zendesk, Microsoft Excel, Microsoft Outlook, PowerPoint
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