Customer Service Representative

Toyosi Ogunyombo

Customer Service Representative

Atlanta Metropolitan Area, GA +1-470-***-**** ************@*****.***

SUMMARY

Dynamic and results-oriented Customer Service Representative with over 5 years of experience providing exceptional customer support and leading teams to achieve service excellence. Proven track record of handling high-volume inbound and outbound calls, resolving customer inquiries, and maintaining positive client relationships. Skilled in using CRM systems, upselling services, and ensuring high customer satisfaction. Adept at active listening and conflict resolution, as well as working in fast-paced call center environments.

SKILLS

Excellent interpersonal and communication skills

Strong problem-solving skills

Billing and Payment system.

Communication: Microsoft Teams, Zoom.

Office Software: Microsoft Word, Excel, Outlook.

Team players with a positive attitude and willingness to learn.

Ability to multitask and prioritize workload effectively.

Insurance Customer Support (Home, Auto, Health, Life)

Attention to detail and accuracy in data entry.

EDUCATION

Bachelor’s degree in computer science

University of Benin

PROFESSIONAL EXPERIENCE

Call Center Agent June 2023 – Present

Sports Academy

Atlanta, GA

Serve as the primary point of contact for customers, addressing inquiries, resolving complaints, and providing product/service information efficiently and professionally.

Handled both inbound and outbound calls related to billing inquiries, service upgrades, and technical support

Manage escalated customer concerns promptly and effectively, employing problem-solving skills to find satisfactory resolutions and de-escalate tense situations.

Mentor and coach junior customer service representatives, offering support, sharing knowledge, and assisting with their professional development.

Continuously identify opportunities to improve customer service processes, procedures, and systems, collaborating with cross-functional teams to implement enhancements.

Resolved 95% of customer complaints on the first call, improving overall customer satisfaction scores.

Manage an average of 60–80 customer calls daily, providing prompt, accurate, and empathetic support.

Stay informed about company products, services, promotions, and policies to provide accurate information and enhance the customer experience.

Solicit and gather feedback from customers to gauge satisfaction levels, identify pain points, and recommend improvements to enhance overall customer satisfaction.

Customer Service Associate Oct 2021– April 2023

Ambetter Insurance Atlanta, GA

Provide accurate information about products, services, promotions, and company policies.

Documented customer interactions accurately and thoroughly in CRM systems.

Handle customer complaints and concerns with empathy and professionalism, working to find solutions and ensure a positive experience.

Educate customers on policy terms, endorsements, and renewal processes to ensure understanding and satisfaction

Handle 70+ inbound calls daily, assisting customers with policy inquiries, billing questions, claims status, and coverage options.

Consistently exceeded monthly customer satisfaction targets by an average of 15%.

Managed a high volume of inbound calls daily, assisting customers with product inquiries, billing, and technical support.

Collaborate with team members to achieve sales targets, meet customer service goals, and uphold company standards.

Supported outbound campaigns to promote policy renewals and optional coverage additions.

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