THOMAS AKHIGBE

Houston TX • 713-***-****

adxfs5@r.postjobfree.com

SUMMARY

Customer service professional committed to balancing company goals while helping all customers find satisfactory solutions. Resourceful problem solver who is adept at remaining calm in stressful situations and effectively assisting a variety of customers

EDUCATION

Lagos State University

June '03 - Feb '09

Economics

EXPERIENCE

FINASTROP SALES AND SERVICE, Customer Call Center Representative Jul '19 - Current

• In a 24/7 and 365-days call center, assisted over 100 customers daily by making airline travel arrangements, answering questions about flight schedules, and resolving complaints

• Maintained a monthly customer satisfaction rating of 95% or higher

• By adapting communication style to each customer, improved average talk time by 10%

• Achieved one-call resolution 90% of the time, exceeding the center's goal of 85%

BELLTECH CAREERS, Call Center Representative

Aug '15 - Oct '19

• Evaluated valuated the needs of more than 75 commercial customers to help them purchase the correct industrial supplies

• Navigated a 500,000-item product catalog to research solutions for customers

• Resolve customer complaints via phone, email, mail, or social media.

• Use telephones to reach out to customers and verify account information.

• Greet customers warmly and ascertain problem or reason for calling.

• Cancel or upgrade accounts.

• Assist with placement of orders, refunds, or exchanges.

• Advise on company information.

• Take payment information and other pertinent information such as addresses and phone numbers.

• Place or cancel orders.

• Answer questions about warranties or terms of sale.

• Act as the company gatekeeper.

• Suggest solutions when a product malfunctions.

• Handle product recalls.

• Attempt to persuade customer to reconsider cancellation.

• Inform customer of deals and promotions.

• Sell products and services.

• Utilize computer technology to handle high call volumes.

• Work with customer service manager to ensure proper customer service is being delivered.

• Close out or open call records.

• Compile reports on overall customer satisfaction.

• Read from scripts.

• Handle changes in policies or renewals.

SKILLS

• Customer Experience

• Phone Etiquette

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