Customer Service Support

Oluwatobi Raji

Quincy, MA ***** 617-***-**** *************.**@*****.***

Professional Summary

Experienced and personable customer service professional with a background in regulated industries such as biotechnology and medical devices. Demonstrated expertise in responding to client needs, managing service workflows, and resolving issues in a timely and empathetic manner. Committed to delivering quality support and enhancing customer satisfaction through clear communication and cross-functional collaboration.

Professional Experience

Anamo Inc Feb 2021 – Present

Customer Support Manager

Manage and streamline customer communication regarding product support and service needs within cell therapy programs.

Collaborate with cross-functional teams to resolve client concerns efficiently and effectively.

Coordinate documentation and follow-ups for client feedback, complaints, and inquiries.

Ensure timely resolution of service issues by implementing feedback loops and escalating critical matters.

Provide oversight on client-facing documentation including service guidelines and SOPs.

Supported clients by managing inbound inquiries related to investigational product logistics and service updates.

Participated in the onboarding and support of clinical sites, answering product-related questions.

Maintained customer service logs, tracked resolution timelines, and ensured compliance.

Assisted with service documentation, training materials, and customer onboarding protocols. ZIMMER BIOMET, Braintree, MA Nov 2019 – Feb 2021

Client Service Supervisor

Supervised and coached customer service team members on handling technical inquiries.

Streamlined communication with clients on product testing and returns.

Conducted root cause analysis of recurring issues and coordinated resolution with QA and production.

Led client training and documentation sessions to improve product understanding.

Responded to customer and clinical trial support requests.

Coordinated internal communications between departments to ensure timely product delivery and customer updates.

Ensured consistency in client communication materials and resolution tracking.

Managed inventory inquiries and service delivery scheduling with external partners. RI ANALYTICAL LABORATORIES INC, Warwick, RI Feb 2016 – Nov 2019 Customer Service Technician

Supported customers by explaining test procedures and results.

Ensured prompt data delivery and addressed follow-up questions from clients.

Maintained organized records and improved documentation retrieval times.

Processed client feedback and product issues, ensuring rapid resolution.

Worked with finance and service teams to resolve disputes and returns.

Maintained customer documentation including product records and service updates.

Facilitated clear, accurate communication between clients and technical teams. EDUCATION

UNIVERSITY OF RHODE ISLAND, Kingston, RI Dec. 2015 Bachelor of Science in Cell and Molecular Biology-Microbiology Track, Minor: Africana Studies SKILLS

Data Entry & Database Management (LIMS, Excel, Access, SAP)

Document Control & File Organization

Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

SOP Writing & Editing

Regulatory Compliance (GMP, ISO, EPA standards)

Attention to Detail & Data Accuracy

Time Management & Task Prioritization

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