Support Representative Customer Service

OMOWUNMI HANNAH AROGUNDADE

Phone: +1-414-***-**** * Email: ***************@*****.***

SUMMARY: An energetic customer service representative working across several platforms, such as windows, Mac OS . With 5 + years’ experience, passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Skilled at transforming customer feedback into actionable insights that drives revenue and improve processes.

EDUCATION

Concordia University, Batterman School of Business December 2019

Masters Degree in Management Information Systems GPA: 3.92

Relevant Coursework: Management information systems, Project management, Applied Statistical Methods, Ethics and Organizational Leadership, Management science and analytics, Corporate Finance, Issues in Human Resources Management, Managerial Economics, Strategic Management.

WORK-EXPERIENCE

Assurant August 2020 – Present

Claim support specialist

•Provide superior service to our customer who have purchased extended warranty contracts for wireless cell phone handsets.

•Listening to our customers concerns and showing empathy while resolving their issue

•Understanding customers current challenges, solve them, and use your expertise to proactively help them avoid future challenges

•Modifying new and existing client information via email, fax, manual and electronic submission

•Supporting both our internal customers as well as limited contact with our external clients

Charter Communications January 2019 – Aug. 2020

Regional support representative/Dispatch

•Provided top notch customer service for customers and scheduled appointments timely

•Assisted technicians in troubleshooting their defective equipment and other complex issues.

•Routed technicians and kept track of their movement to ensure safety and services delivery.

•Gained knowledge of using csg, wfx, icoms and avaya applications as applicable to my role.

•Maintained minimum average handle times when handling phone calls.

Concordia University September 2017 – December 2018

Help Desk Technician

•Troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops, Laptops, and thin clients.

•Support Business students with access issues and networking issues throughout the Academic School Year.

•Provide telephone support for network of colleges/ testing centers.

•Interfaced with potential students and applicants as a representative of the Business office to answer questions and help with the application process.

STACK IT Solutions May 2016 – August 2017 Technical Support Analyst.

•Operating system installation and configuration of Windows and Linux system

•Formatting and creation of new disk partition and file system

•Troubleshooting of boot configuration, system start-up problems, and network connectivity

•Performed virus scan and system cleanups, back up, upgrade, patching, manual scaling, and data recovery from corrupt and or damaged hard drives.

Technical Skills: Excel, Microsoft word, SQL, Avaya, Oracle Database, Analytical Thinking, Windows, Linux, Operating system, Active listening, Complaint resolution.

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