Customer Service Support

Idowu Emiowele *************@*****.*** 404-***-**** Katy, Texas

Professional Summary

Dedicated and customer-focused professional with five years of experience in delivering outstanding customer service and support. Skilled in handling high-volume inquiries, resolving complaints efficiently, and providing proactive solutions to enhance customer satisfaction. Adept at collaborating with cross-functional teams, implementing process improvements, and utilizing CRM systems to streamline operations. Passionate about creating positive customer experiences and fostering brand loyalty.

Key Skills, Competencies & Technical Proficiency

● Customer Service & Support

● Conflict Resolution & Problem Solving

● Complaint Handling & Escalations

● Microsoft Word

● Excel

● Communication & Active Listening

● Team Leadership & Training

● Process Improvement & Workflow Optimization

Professional Experience

Customer Service Representative

Wells Fargo Remote March 2021 – January 2025

● Delivered exceptional customer support by handling financial inquiries, account management requests, and transaction disputes with a 98% resolution rate.

● Assisted customers in navigating banking services, fraud prevention measures, and digital banking tools to improve user experience.

● Maintained compliance with financial regulations and company policies while addressing customer concerns and escalating issues when necessary.

● Achieved a top performer rating in customer satisfaction surveys for three consecutive years.

● Trained new employees on customer service best practices, financial products, and conflict resolution techniques to enhance team performance.

● Led a process improvement initiative that reduced average call handling time by 15% while increasing first-call resolution rates.

Customer Support Associate

PNC Remote February 2020 – February 2021

● Provided front-line customer support for retail banking clients, addressing inquiries related to accounts, loans, and credit services.

● Improved customer satisfaction scores by 25% by implementing personalized service techniques and proactive follow-ups.

● Assisted customers with online banking setup, troubleshooting technical issues, and guiding them through digital transactions.

● Conducted detailed documentation of customer interactions to ensure seamless issue resolution and service consistency.

● Partnered with the fraud prevention team to identify and mitigate security risks, protecting customer assets and sensitive information. Education

Associate Degree in Business Administration - West London College

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