Customer Experience Service

Gbemi Akinade

** ******* **** **, *******, AB T*R 1V4

adx500@r.postjobfree.com 587-***-**** linkedin.com/in/gbemisayo Empathetic and energetic customer service personnel with over three (3) years’ experience resolving complex customer inquiries and interacting with irate customers. Passionate about building strong customer relationships, driving brand loyalty, increase customer engagement and skilled at transforming customer feedback into actionable insights to drive continuous engagement, increased revenue and process improvement EXPERIENCE

LG Electronics Canada

Customer Advisor Representative Oct. 2022-Till date

• Listens attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.

• Handles above 150 inbound calls per week, answering customer’s enquiries and issues.

• Saves the sale on company products by offering damage allowance or part replacements on damaged or defective products.

• Provides support and comprehensive product/service information to customers.

• Navigates efficiently between various CRM software to access information on customer’s needs.

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).

• Maintains friendly attitude at all times with irate and unruly customers.

• Communicates with external product team members via emails and phone calls.

• Fills tickets for returns on customers orders, delivery date changes, replacements and damage allowances.

• Participates in ongoing training and self-development.

• Document new case or action implemented on customer’s complaint.

• Accurate notation of accounts as required by company policies

• Contact various internal departments on a daily basis to clarify information, seek guidance and gather information to respond to customer inquiries

Summit Hospital Nov. 2020 – Sept. 2022

Customer Experience & Sales Representative

• Handled over 320 inbound calls per week, answering customers and patients inquiries and resolving issues

• Documented top 10 issues raised by customers each week and share with the management for review and intervention

• Cold called persons with medical insurance to switch to our hospital with a success rate of 37%

• Received an average of 83% customers satisfaction rating which was 20% higher than company average.

• Identified patients/customers’ need and recommended medical services that best fulfill their conditions.

• Excellent communication & Writing • Solution Minded

• Customer Relationship Management • Active Listener

• Time Management • Empathetic

• Product Knowledge • Confidence

• Social & Digital Media Management

• Customer Relationship Management system

• Researching

• Knowledge of Microsoft Office

• Maintained a friendly and positive attitude at all times even with irate and unruly customers. Won new customers as well as developed long term relationships with existing ones.

• Researched competitors’ services and products, prices, and market success.

• Handled customer complaints and issues with about 90% of issues resolved to customer satisfaction.

• Presentation to corporate prospects on our services and how we do it better than their current provider.

• Collaborated with team members to evaluate our performance and develop new penetration strategies. Summit Hospital May 2020 – Oct. 2020

Nursing Officer & Customer Experience

• Observed emergency patients, performed triage and gave them appropriate required care.

• Managed care from admission to discharge utilizing the nursing process and drafted nursing care plans for each specific diagnosis.

• Rendered holistic nursing care to all patients

• Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies

Lagos University Teaching Hospital, Lagos April 2019 – April, 2020 Intern Nurse

• Communicated with patients to ascertain feelings and need for assistance or social and emotional support.

• Maintained continuity of care by communicating changes in patient condition with physicians, family members and other care team members.

• Handled presentations using Microsoft word, PowerPoint and Excel.

• Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.

• Provided direct patient care, stabilized patients and determined next course of action.

• Managed care from admission to discharge, including patient assessments, care planning, health educations and discharging support to provide comprehensive care to over 28-30 patients daily. EDUCATION

• College of Medicine, University of Lagos Sept 2012 – Nov. 2018 Bachelor of Science, Nursing Science.

Award: 2018 Female personality of the year

• Stokhan Comprehensive College Nov 2004 - June 2010 Senior Secondary School Certification

VOLUNTEER

• Arts in Medicine Fellowship - Handled art exhibitions to help mentally ill patients recover faster.

• Ramoth Youth Volunteers - Assisted the organization with health related conferences and programs.

• Tender Arts Project - Facilitated vocational beauty make-up sessions

• Action Health Incorporated peer health educator – Educated teenagers on sexual and health related issues. ADDITIONAL INFORMATION & INTERESTS

• Handled a beauty makeup-artistry business for 3 years, increased sales by maintaining a great interpersonal relationship with my customers, upselling and social media advertisements.

Contact this candidate