Customer Service Representative

Bolaji Bankole

Richmond, TX ***************@*****.*** +1-443-***-****

Professional Summary

Customer-focused and tech-savvy Remote Customer Service Representative with over 5 years of experience supporting diverse customer bases in high-volume environments. Adept in using Salesforce and other CRM tools to manage customer interactions, resolve technical issues, and ensure satisfaction. Known for delivering fast, accurate, and empathetic service while thriving in remote and fast-paced settings. Eager to bring my experience and professionalism to a growth- oriented customer support team.

Core Competencies

• CRM Tools: Salesforce, Zendesk, Freshdesk

• Technical Support & Troubleshooting

• Chat, Email & Phone Communication

• Conflict Resolution & Escalation Handling

• Customer Retention & Relationship Building

• Ticketing Systems & Case Management

• Remote Collaboration Tools: Slack, Zoom, Teams

Professional Experience

Remote Customer Service Representative

Simpu Remote

March 2023 – Present

• Delivered support to over 60 customers daily via live chat, email, and phone.

• Managed and documented all interactions in Salesforce, ensuring timely follow-up and resolution.

• Trained and supported new team members in CRM usage and customer engagement practices.

• Consistently maintained a customer satisfaction rating above 95%.

• Liaised with the product team to report recurring customer pain points. Customer Support Specialist

Concentrix Remote

January 2022 – February 2023

• Handled inbound customer inquiries for a global telecommunications client, assisting with account issues, billing questions, and technical troubleshooting.

• Maintained detailed case records in Salesforce, ensuring seamless hand-offs and data integrity.

• Met and exceeded performance metrics including call quality, resolution time, and CSAT scores.

• Collaborated with QA and team leads to improve knowledge base content and training materials.

Customer Service Representative – Identity Verification Foundever Remote

May 2020 – December 2021

• Verified customer identities and processed sensitive documentation for state and healthcare programs.

• Followed strict compliance and security guidelines in handling confidential data.

• Used Salesforce to monitor case progress, track verifications, and communicate updates to customers.

• Recognized for accuracy and efficiency, regularly exceeding verification quotas. Education & Certifications

• Google IT Support Professional Certificate – Coursera

• CompTIA Security+ – CompTIA

• Microsoft 365 Certified: Fundamentals

• Google Analytics for Beginners – Google

Technical Tools

Salesforce Zendesk Freshdesk Google Workspace Microsoft 365 Intercom Slack Zoom Trello Notion

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