Customer Service Representative

Temiloluwa Precious Olajide

Houston, TX *****

Email: **********@*****.*** Phone: 832-***-****

Professional Summary

Results-oriented Customer Service Representative with over 5 years of experience providing exceptional support in high-volume environments. Skilled in managing large volumes of incoming calls, resolving customer complaints, processing transactions, and maintaining a high level of customer satisfaction. Adept in using CRM software to document customer interactions and follow company policies to ensure resolution efficiency. Proven ability to meet and exceed call handling quotas, sales targets, and service standards with professionalism and empathy.

Core Competencies

Customer Service Inbound Call Management CRM Systems (Salesforce, Zendesk, Zoho) Conflict Resolution Order Processing Complaint Handling Account Management Multitasking Communication Skills Customer Satisfaction Upselling & Cross-selling Time Management SLA Compliance Data Entry

Professional Experience

Customer Operations & Support Coordinator

Marketing Center Inc / Smart Home Remodeling – Houston, TX August 2023 – March 2024

• Managed high-volume customer support operations across a 50+ agent floor, ensuring adherence to call center procedures and service level agreements (SLAs).

• Developed a custom application to process and filter over 12 million lead records, streamlining lead qualification and CRM entry processes by 50%.

• Resolved technical and service-related issues, contributing to increased team efficiency and enhanced customer satisfaction ratings.

• Trained and onboarded new employees on communication procedures, call handling protocols, and CRM documentation best practices.

Customer Service Representative

Agero (Remote) May 2021 – June 2023

• Responded to 80+ inbound customer calls per day regarding emergency roadside assistance, dispatching services based on location and urgency.

• Processed and documented insurance claim requests using internal CRM software with 98% accuracy.

• Maintained a consistent 92%+ customer satisfaction score by providing clear, empathetic support and timely follow-up.

• Followed company policies and procedures for complaint resolution and escalation management.

Customer Service Representative – Medicare Services

TTEC (Remote) – Richmond, TX June 2020 – March 2021

• Assisted Medicare-eligible customers with plan selection, product education, and enrollment, meeting or exceeding weekly call handling targets.

• Handled sensitive customer data in compliance with HIPAA regulations while delivering accurate, timely responses to inquiries.

• Contributed to 95% call quality audit scores through consistent documentation and communication accuracy.

Customer Care Associate I

Continuum Global Solutions – Houston, TX February 2019 – April 2020

• Managed billing inquiries, service changes, and account troubleshooting for over 100 customers daily.

• Used CRM platforms to update customer accounts and log interactions with 100% accuracy.

• Identified upsell opportunities, increasing average revenue per customer by 15%.

Customer Service Representative

Conduent (Cox Communications) – Houston, TX May 2017 – December 2018

• Provided Tier 1 technical support, billing assistance, and account setup services in a fast-paced call center environment.

• Achieved a 95%+ customer satisfaction rate by addressing concerns quickly and thoroughly.

• Generated leads and upsold new services based on customer usage patterns and preferences.

Education

Taylor High School – Houston, TX

High School Diploma Honors Graduate

Technical Skills

CRM Software (Salesforce, Zendesk, Zoho) Microsoft Office Suite Google Workspace Remote Desktop Tools VoIP Systems Data Entry Tools

Languages

English – Fluent

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