Customer Service Center Representative

IDOWU ONADEKO

CUSTOMER SERVICE SUPPORT/ CALL

CENTER REPRESENTATIVE

903-***-**** *****.***@*****.*** Houston, TX 77028 Professional Summary

Bringing expertise in client onboarding and customer relationship management, skilled in resolving complex inquiries and improving user satisfaction. Experienced in using CRM tools and collaborating with cross- functional teams to optimize service delivery. Adept in compliance awareness and data management across multichannel support platforms. Education

BACHELOR OF SCIENCE I N COMPUTER SCIENC E

Lagos State University

Experience

Sep. 2022 - Present

CUSTOMER SERVICE ASSOCIATE - CLIENT ONBOARDIN G

AXIOS Clinical Solutions, Remote

• Delivered frontline support for patients using the clinic's digital platform, assisting with account access, appointment scheduling, and service

navigation.

• Guided patients through secure payment processes, contributing to over $80,000 in processed online transactions and ensuring a smooth billing

experience.

• Collected feedback and reported common usability issues, helping the product team improve platform functionality and boost user satisfaction

by 15%.

• Created and shared user-friendly guides and video tutorials to assist patients with onboarding and digital engagement.

• Liaised with internal teams including IT, care coordination, and compliance to resolve complex inquiries and maintain service quality in line with

healthcare standards.

• Managed daily support operations by handling inbound tickets, prioritizing service requests, and ensuring timely resolution across customer

touchpoints.

• Worked closely with operations and sales teams to improve the customer journey, including smoother onboarding, clearer product guidance, and

more effective service delivery.

• Used Salesforce and other CRM systems to log interactions, track customer issues, and assist in generating reports for service performance.

• Contributed to internal knowledge base development, ensuring up-to- date documentation for team use and improved response consistency.

• Provided end-to-end onboarding support, ensuring clients had a smooth and efficient setup experience through close coordination with internal

departments.

• Assisted in managing scheduling and user data collection, supporting timely project execution and consistent client communication.

• Delivered clear, step-by-step assistance to users, resulting in improved first-contact resolution rates and increased customer satisfaction Jul. 2019 - Aug. 2022

CUSTOMER AND SALES OPERATOR

Oakview Capital LLC, Remote

• Conducted market research to identify new target markets and develop strategies for expanding into them.

• Assisted in developing promotional materials such as flyers, brochures, advertisements.

• Utilized problem solving skills to resolve customer complaints quickly and effectively.

• Analyzed data from past sales performance reports in order to make informed decisions about future promotions or discounts.

• Identified potential opportunities for new business growth and development.

• Negotiated prices and terms of sale with customers while ensuring a positive outcome for both parties.

• Developed comprehensive training programs for new staff members on how to successfully promote products and services.

• Provided excellent customer service and product knowledge to clients, resolving any queries or issues efficiently.

• Collaborated closely with management on strategic planning initiatives related to sales operations.

• Followed up on leads from marketing campaigns, cold calling prospective customers when necessary.

• Participated in team meetings to discuss strategies for meeting sales targets and goals

Jan. 2017 - Jun. 2019

CUSTOMER SERVICE REPRESENTATIVE

Imperial Total Solutions, Plano TX

• Handled customer complaints and inquiries in a courteous and efficient manner.

• Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.

• Developed strong customer relationships and loyalty through effective communication.

• Addressed customers courteously using suitable methods and problem-solving skills.

• Adhered to company policies and procedures while providing superior service.

• Assisted customers with product selection by providing detailed information about available products and services.

• Maintained an updated knowledge base of current products, services, pricing, promotions.

• Remained open to feedback from supervisor and peers to build and improve skills set.

• Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.

• Met daily customer service quotas with a focus on quality.

• Updated and maintained database with accurate customer information and timely data entry.

• Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

• Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.

• Assisted with training and mentoring new team members.

• Processed orders, returns, and exchanges in an accurate and efficient manner.

• Utilized problem-solving techniques to identify solutions for complex customer inquiries.

Skills

• Project Management • Public Relations • Teamwork • Time Management

• Leadership • Effective Communication • Critical Thinking • Customer Relationship Management

• Ticket Handling & Issue Resolution • Client Onboarding & Product Guidance

• Escalation Management & De-escalation Techniques

• CRM Tools (Salesforce, Zendesk, HubSpot )

• Call Center & Live Chat Support Platforms

• Remote Collaboration (MS Teams, Slack, Zoom)

• Data Entry & Customer Record Management

• Knowledge Base & Helpdesk Contributio n

• Multichannel Support (Phone, Email, Chat) • Team collaboration

• Customer complaint resolution • Inventory control • Quality assurance

• Product and service solutions • Customer relationship management (CRM)

• Complex Problem-solving • Safety regulations • Complaint handling

• Assertiveness • Customer RMA management • Multi-line phone systems

• CRM software • Regulatory compliance • Project management

• Support case resolution • MS Office proficiency

Certifications

• HIPAA COMPLIANCE TRAINING

• COMPTIA A+

• GOOGLE DIGITAL CERTIFICATION

Language

• ENGLISH (Native)

• FRENCH (Conversational)

Reference

References available upon request

Contact this candidate