Babatunde Ajala

832-***-**** ady3k1@r.postjobfree.com Katy, Texas 77494

Objective:

Highly skilled and motivated customer service IT professional with over 6 years of extensive experience in providing exceptional support to diverse customer bases. Seeking to leverage my proven track record of delivering outstanding service and resolving complex issues to contribute to the success and growth of the company. Summary of Qualifications:

• Over 6 years of progressive experience in customer service roles, consistently achieving high levels of customer satisfaction and exceeding performance targets.

• Proficient in utilizing customer relationship management (CRM) software, ticketing systems, and other tools to manage customer interactions and track issue resolutions effectively.

• Demonstrated ability to handle challenging situations with empathy and professionalism, leading to increased customer loyalty and retention.

• Excellent communication skills, both written and verbal, allowing for clear and concise communication with customers and cross-functional teams.

• Strong problem-solving and critical thinking skills, adept at identifying root causes and implementing effective solutions.

• Outstanding organizational and multitasking abilities, enabling me to efficiently handle a high volume of customer inquiries while maintaining attention to detail.

• Collaborative team player, experienced in working with diverse teams to improve processes and enhance overall customer experiences. Work Experience:

Customer Service Representative, PDL LLC, July 2019-Current Austin, TX

• Serve as a lead customer service specialist, supervising a team of 15 representatives and ensuring the delivery of top-notch service to a diverse customer base.

• Handle escalated customer issues and complex inquiries with tact and diplomacy, resulting in reduction in customer complaints and an increase in positive feedback.

• Implement and oversee the use of a new CRM system, streamlining customer interactions and improving response time.

• Collaborate with the product development team to identify customer pain points and advocate for product improvements, resulting in a increase in customer satisfaction.

Senior sales Representative/ Customer Sales, Diligent Delivery Systems, June 2018

-July 2019 Houston, TX

• Led a team of 10customer support specialists, providing mentorship, training, and performance feedback to enhance team productivity and customer service excellence.

• Conducted regular team meetings to review performance metrics, set goals, and brainstorm solutions for enhancing customer satisfaction.

• Instrumental in implementing a chatbot system, reducing response time for basic inquiries and freeing up resources for more complex customer issues.

• Developed and conducted ongoing customer service training programs for new hires, resulting in a decrease in onboarding time and improved first-call resolution rates.

Customer Service Representative, Toyota July 2015-2017 Austin, TX

• Provided outstanding customer support via phone, email, and chat, addressing inquiries, troubleshooting issues, and resolving complaints promptly and effectively.

• Consistently met and exceeded individual performance targets, achieving a customer satisfaction rating of during tenure.

• Contributed to the development of the company's knowledge base and FAQs, enhancing the self-service options for customers and reducing incoming inquiries.

• Collaborated with the sales team to identify opportunities for upselling and cross-selling products, resulting in a increase in revenue from existing customers.

Customer Success (intern) GHI Services Jan 2015 – July 2015 (Contract)

• Managed a portfolio of key accounts, nurturing strong relationships with clients, and ensuring their success through regular check-ins and proactive support.

• Worked closely with the implementation team to ensure a smooth onboarding process for new clients, resulting in a increase in client retention rates.

• Gathered and analyzed customer feedback, providing valuable insights to the product development team, leading to the implementation of new features and improvements.

• Collaborated with the marketing team to develop customer success stories and testimonials, contributing to increased brand awareness and customer acquisition.

Education:

Bachelor of Science in

Skills:

• Excellent verbal and written communication

• Problem-solving and critical thinking

• Empathy and active listening

• Time management and prioritization

• Conflict resolution and negotiation

• Customer relationship management (CRM) software

• Microsoft Office Suite (Word, Excel, PowerPoint)

• Multilingual: [Languages]

Certifications

• HubSpot Academy Customer Service Certification: certification that covers customer service best practices, communication skills, and handling difficult situations.

• Alison Customer Service Training Certification: certification that includes modules on customer service techniques, customer relations, and problem-solving.

• Coursera - Customer Service Training Course

References:

Available upon request.

COVER LETTER

832-***-**** ady3k1@r.postjobfree.com Katy, Texas 77494 Dear, Hiring Manager

I am writing to express my strong interest in the Customer Representative IT position at company. With a passion for delivering exceptional customer service and a solid background in IT support, I am confident in my ability to contribute to the success of your esteemed organization. I am excited about the opportunity to be a part of a team that values customer satisfaction and technological excellence. As a dedicated IT professional with 6years of experience in customer support and technical assistance, I have developed a deep understanding of customer needs and the ability to troubleshoot and resolve complex IT-related issues effectively. My background encompasses a diverse range of responsibilities, from handling customer inquiries to providing remote technical support and delivering personalized solutions tailored to individual needs.

In my previous role as a Customer Support Specialist, I successfully managed a high volume of customer interactions through various channels, including phone, email, and live chat. I consistently maintained a customer satisfaction rating above 95% by leveraging my exceptional communication skills and active listening to empathetically address concerns and provide comprehensive resolutions. My technical proficiency spans a wide array of software, hardware, and networking solutions, enabling me to troubleshoot problems quickly and accurately. I have a proven track record of implementing creative problem-solving techniques to deliver timely and reliable solutions, ultimately leading to increased customer retention and loyalty. Beyond technical expertise, I pride myself on my ability to build strong relationships with customers and colleagues alike. I believe that exceptional customer service goes hand- in-hand with effective teamwork and collaboration. I thrive in dynamic environments and enjoy working with cross-functional teams to collectively achieve organizational goals. I am particularly drawn to the reputation for innovation and customer-centric approach. Your commitment to providing cutting-edge IT solutions aligns perfectly with my own aspirations to continuously expand my skillset and stay ahead of emerging trends in the industry.

I am eager to contribute my technical acumen, problem-solving capabilities, and dedication to customer satisfaction to your team. I am confident that my passion for IT, combined with my commitment to delivering exemplary customer experiences, will make me a valuable asset to your organization.

Thank you for considering my application. I would welcome the opportunity to discuss how my skills and expertise align with the goals of your company. Please find my resume attached for your review. I am available at your earliest convenience for an interview and can be reached via phone at [Your Phone Number] or email at [Your Email Address].

Sincerely,

Babatunde Ajala

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