Service Representative Customer

John Oladipupo

346-***-**** ***************@*****.***

Professional Summary

Results-customer lead environments. experience about impact teams, building growth driven support, in resolve Salesforce, Strong scalable and and technical efficiency. tech-complex communicator processes savvy Zendesk, troubleshooting, issues, Customer and Jira, and and stepping ServiceNow, drive Experience cross-IT customer into functional helpdesk, Tableau, strategic, Leader satisfaction and collaborator, with and leadership-operations. 6+ Power across years with BI. focused of Proven high-Passionate hands-success volume roles ability on across that to Core Competencies

• • • • • • • • • • Customer Technical Team Escalation Salesforce, Data Workflow Conflict Sales Cross-Analysis & Leadership Department Account Resolution Troubleshooting Success Optimization Management Zendesk, & Reporting Coordination & & Collaboration & Mentoring Retention ServiceNow, Empathy ((Tableau, CRM, Jira SaaS, Power IT Systems) BI) Professional Experience

Customer Service Representative

Santander Bank – Houston, TX

June 2024 – Present

• • Deliver Drive financial environment. supporting efficiency exceptional product digital improvements inquiries, banking customer adoption. maintaining service by identifying across high banking, levels process of account satisfaction gaps, streamlining management, in a fast-workflows, paced and and

• • Act Consistently escalation benchmarks as a team management. in recognized resource customer and for satisfaction informal empathy, leader, and conflict service mentoring resolution, quality. peers and and exceeding assisting performance with Lead Customer Service Representative

Cox Communications – Atlanta, GA

April 2023 – June 2024

• • • • • • Managed Resolved Reduced Led Partnered Identified satisfaction proactive inefficiencies. teams. customer and daily continuous ticket high-70% team experiences. communication. training with rate. volume of standups backlog billing improvement. issues needs and inquiries by on and and 60% technical first contributed coached contact by (up optimizing to teams team 100+ by critical applying to members, daily) resolve team feedback while processes deep escalations driving maintaining technical to operations a and culture and flagging knowledge ensure a 95% of and accountability system customer product seamless and Customer Experience Representative

Firewood Marketing

Dec 2020 – April 2022

• • • • • Delivered Scheduled Handled Exceeded Onboarded inquiries Reimbursement unresolved satisfaction techniques. claims (performance personalized 30+ consultations, and issues consistently. per troubleshooting, trained Accounts. to shift)backend goals support new . verified hires in teams. response to performed Medicare on customers platforms, time, eligibility, root-across resolution protocols, cause health, and analysis, rate, activated and billing, and customer and customer and Health escalated product engagement Technical Skills

• • • • CRM/Analytics Communication Process Ticketing Tools: & Reporting: Documentation, Tools: Tools: Salesforce, Tableau, Microsoft SOP Power Office Zendesk, creation, BI, Suite Excel ServiceNow, (troubleshooting Word, Excel, Jira PowerPoint)logs, Slack, Outlook

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