Customer Service Technical Support
Resume:
OLAYINKA ADEBAYO
Avon, Indiana 346-***-**** *************@*****.***
PROFESSIONAL SUMMARY
Energetic and compassionate customer service professional with over 5 years of experience in retail and technical support, coupled with 2+ years as a dedicated caregiver. Adept at resolving complex inquiries, ensuring customer satisfaction, strong at managing multiple tasks simultaneously while meeting and exceeding performance metrics, including call handling time, first-call resolution, and customer satisfaction scores. Strong communication, problem-solving, and organizational skills, with a passion for delivering a positive customer experience.
CORE SKILLS
●Excellent communication and follow-through
●Strong problem-solving and detailed oriented
●Effective time management and multitasking
●Conflict resolution and active listening
●Patient care with astute observation skills
●First Aid and CPR certified
●Proficient in Salesforce, Cisco Finesse, EDI, Genesys, ServiceNow, SharePoint
●Proficient in Microsoft office tools
●Proficient in ERP SAP
●Flexible, empathetic, and a team player with a positive attitude
EDUCATION
BSc public health – Imo State University
PROFESSIONAL EXPERIENCE
Customer Service Representative 4 Consulting Inc., Richardson, TX Jan 2022– Jan 2025
●Resolved customer issues and provided technical troubleshooting
●Managed proactive customer outreach and data collection for reports
●Scheduled appointments and responded to inquiries via phone and emails.
●Handled customer concerns with professionalism, ensuring resolution.
●Processed card replacements and reported customer satisfaction metrics
●Trained and mentored new customer service team members to handle customer inquiries effectively.
●Assisted customers with billing inquiries, payment processing, and account management, ensuring timely resolution of energy-related concerns.
●Collaborated with technical support teams to troubleshoot service interruptions, outages, and equipment issues, ensuring minimal downtime for customers.
●Followed up with customers post-resolution to ensure complete satisfaction and gather feedback for improvements.
●Provided product and service information to customers, ensuring clarity and transparency on offerings.
●Assisted in resolving escalated issues, ensuring a smooth and positive customer experience.
●Identified and escalated priority issues to relevant teams, ensuring swift resolution of critical complaints.
Customer Service Support Amazon, Sugar Land, TX June 2019 – Dec 2021
●Delivered top-tier customer service by handling over 100 inbound calls per day, resolving issues related to orders, payments, and product inquiries.
●Assisted with order placements, refunds, and exchanges.
●Answered inquiries about product warranties and terms of sale.
●Compiled reports on customer satisfaction and acted as a liaison between customers and the company.
●Actively listened to customer concerns and empathized with their situations, providing solutions tailored to individual needs.
●Navigated and utilized internal systems to track customer interactions, update accounts, and log case resolutions for future reference.
●Communicated with logistics teams to track and expedite delayed shipments, keeping customers informed throughout the process.
●Developed a strong understanding of Amazon’s policies to educate customers about return and refund procedures, resulting in reduced escalations.
●Coordinated with other departments to handle complex cases, ensuring the seamless delivery of customer service.
●Assisted customers with troubleshooting order discrepancies, delivery issues, and product defects, ensuring timely resolutions.
Caregiver Silverado Care, Houston, TX Feb 2017 – May 2019
●Assisted patients with personal grooming and daily activities
●Helped mobile patients with exercises and therapy routines
●Managed medication schedules and escorted clients to appointments
●Maintained a clean and comfortable environment by performing housekeeping duties.
●Administered medications according to prescribed schedules, ensuring accurate dosages and maintaining up-to-date medication records.
●Supported clients with mobility by helping them move around the house, transferring them from beds to chairs, and assisting with physical therapy exercises.
●Monitored vital signs such as blood pressure, temperature, and pulse, reporting any health concerns or changes to healthcare providers or family members.
●Documented client activities and progress in daily care logs, ensuring clear communication with family members and healthcare professionals.
●Implemented care plans created by healthcare professionals and adapted daily routines based on the evolving needs of each client.
●Provided companionship and emotional support through daily interactions, conversation, and activities, helping reduce feelings of isolation.
Reference
Amber Sinclair
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