Customer Service Communications Associate

OLUBUNMI AZIZAT

Cell: 347-***-**** Email: adp15v@r.postjobfree.com

oCustomer Service advisor with credible experience in the call center and finance industry. Relevant business management background and working knowledge of clients’ needs assessment and analysis, through the effective optimization of customer cases and inquiries.

oBusiness and communications associate with extensive experience in establishing and maintaining external client/stakeholder relationships for business growth and development.

CORE COMPETENCIES

Customer service analysis

Business Analysis

Written Communication

Harland Data Entry

Decision Pro System Utilization

CRM/Sales force Proficiency

Policy Quoting and Pricing

Marketing & Research

Technical Proficiencies Include: MS Office Suite (MS PowerPoint, MS Project, Advanced MS Excel, MS Word, MS Outlook, Teams, Miro, Asana, Monday.com, GithuB, SEO, Google analytics, Customer Relationship Management (Salesforce), Tableau, HTML, Mail Chimp, Matrix.

WORK EXPERIENCE

Customer Service (Lead Analyst Dec 2020 – Dec 2021

Uptown Solutions Inc.

oAssisted in the supervision of 25 call center agents as well as the call center's daily operations.

oAssigned daily responsibilities and monitored inbound calls answered by call center agents.

oTrained over 100 new employees to ensure their understanding of the various workflow processes.

oScheduled and assigned car services domestically and internationally for customers daily pick-up

oAssisted over 80 customers in opening accounts and updated client information for new and existing clientele.

oMaintained an end of shift report for management review and analysis.

oImproved the call management database efficiency by changing and updating contact information accurately.

oPerformed quality assurance and reported incidents/errors to top management.

oCoached new customer service representatives on ways to improve the quality of their reports.

oProofread and corrected Customer Service reports (100-150 daily) for improvement and assessment purposes.

Accomplishment

oAccomplished 80% success in automation by reviewing Proofread and corrected Customer Service reports (100-150 daily) for national "How's My Driving" service. Logged and transmitted reports to clients.

Customer Service Advisor

ACS Solutions March 2019 – Nov 2020

oProficiently and professionally responded to customer and sales representatives’ questions pertaining to orders, product availability, backorders, price, products and services, procedures, and policy.

oResearched more complex issues regarding delivery follow-up, and order tracking.

oProcessed credit card payments for orders and managed accounts receivables.

oAssisted customers in navigating the company’s website and placing orders online and troubleshooting any technical issues.

oInitiated investigation of order entry errors, damaged product, and return discrepancies, working closely with other departmental teams to ensure corrections were processed accurately and timely.

oPromptly and methodically responded to customer inquiries to identify and resolve issues with initiative and good judgment.

oMaintained and improved customers’ brand loyalty and satisfaction rankings at the organization through effective client relations.

oIdentified and resolved client complaints using CRM.

Accomplishment

oConsistency maintained >90% customer service satisfaction via quality control.

Customer Service Associate Feb 2018– Feb 2019

Walmart

oAddressed and resolved customer product complaints empathetically and professionally.

oManaged over 80 customer calls effectively and efficiently in a complex, fast-paced, and challenging consumer shopping environment daily.

oConducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.

oImproved call functionalities and service capacity by resolving customer complaints efficiently and quickly when a supervisor was not available.

oResponded to over 75-100 inbound calls per day in high call volume environment.

oRegistered over 300 customers for the various loyalty programs offered by the organization.

oProcessed over 100 credit card and electronic check payments utilizing the company’s database and software.

oEstablished professional relationships with clients while providing information concerning program requirements.

Accomplishments

oRecognized for designing a unique customer service policy for the department that enhanced the workflow process by 90%.

EDUCATION

University of Lagos Computer Science

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