Customer Service Representative

Michael Oguntuyo

District Heights, MD ***** 227-***-**** ********@*****.***

Objective

Highly motivated and customer-focused professional with over 5 years of experience in fast-paced call center environments. Skilled in handling high call volumes, resolving customer inquiries efficiently, and delivering exceptional service. Proficient in CRM software, including Salesforce and SAP, with a strong ability to multitask and communicate effectively. Seeking a Customer Service Representative role where I can utilize my problem-solving skills and dedication to customer satisfaction to enhance the company's service experience and contribute to team success. Experience

CUSTOMER SERVICE REPRESENTATIVE/SALES ASAP TICKETS, BURLINGAME, CA

(REMOTE) JUN 2023 – Aug 2025

· I provided assistance to customers in booking, modifying, and canceling flight reservations, ensuring accuracy and satisfaction while effectively managing over 70 inquiries per day through phone, email, and chat communication channels.

· I resolved ticketing issues such as overbooked flights, fare discrepancies, and seat selection conflicts, maintaining a 90% first-contact resolution rate. This strong performance helped enhance customer satisfaction and build trust in the services provided.

· I provided personalized travel recommendations and informed customers of flight schedules, fare rules, and promotional offers, resulting in a 15% upsell on premium services and upgrades.

· I assisted passengers with complex travel itineraries, including multi-leg international flights, while ensuring compliance with visa requirements, baggage policies, and other airline regulations.

· I was recognized for maintaining a customer satisfaction score of 4.8/5 and consistently exceeding performance metrics in response time and ticket resolution. CUSTOMER SERVICE REPRESENTATIVE MHBE, MD (REMOTE) AUG 2020 – JUN 2023

· I assisted individuals and families with enrolling in health insurance plans through the Maryland Health Connection, ensuring compliance with ACA (Affordable Care Act) guidelines.

· I educated callers on Medicaid, Qualified Health Plans (QHPs), tax credits, and cost-sharing reductions available through the exchange.

· I helped consumers troubleshoot technical issues with their online applications or accounts on the Maryland Health Connection portal.

· I maintained and updated customer records accurately using CRM systems and state-specific enrollment software.

· I escalated complex cases to appropriate departments, such as verifications or appeals, while ensuring timely follow-up.

· I ensured compliance with HIPAA and other regulations while handling personal and confidential health information.

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· I assisted with special enrollment periods and open enrollment campaigns, often handling high call volumes and urgent inquiries.

· I collaborated with team members and navigators to ensure consistent, accurate information delivery and positive customer experiences.

UBER DRIVER UBER TECHNOLOGIES INC, LOS ANGELES, CA MARCH 2018 – JULY 2020

· I provided safe, reliable, and courteous transportation services to over 1,500 passengers, maintaining a 4.9/5-star rating for customer service and driving performance.

· I assisted passengers with directions, loading and unloading luggage, and ensuring a comfortable experience during rides, leading to a 95% positive feedback rate.

· I managed time effectively by optimizing driving routes using real-time GPS and traffic apps, reducing passenger wait times by an average of 20%.

· I ensured vehicle cleanliness, maintenance, and safety by performing routine checks and adhering to all local traffic regulations and company standards.

· I was able to increase earnings by 10% through peak-hour driving and participation in promotions and incentives offered by Uber.

ACCOUNT SERVICE REPRESENTATIVE GUARANTEE TRUST BANK, LAGOS NIGERIA NOV 2015 – JAN 2018

· I managed a portfolio of individual and business accounts, providing personalized banking solutions to meet client financial needs and goals.

· I processed account openings, closures, and updates with a 98% accuracy rate, ensuring compliance with banking regulations and internal policies.

· I assisted customers with inquiries related to account balances, transaction history, and loan applications, maintaining a 95% customer satisfaction score.

· I collaborated with internal teams to resolve escalated customer issues promptly, reducing resolution times by 30%.

· I monitored client accounts to detect and prevent fraudulent activities, earning recognition for vigilance and proactive risk management.

· I delivered training sessions to new account holders on the use of digital banking platforms, enhancing adoption by 40%.

· I contributed to branch performance goals by exceeding individual sales targets and maintaining strong customer retention rates.

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CUSTOMER SERVICE REPRESENTATIVE MTN, LAGOS NIGERIA APR 2011 – AUG 2015

· I assisted customers with billing inquiries, service activation, and technical support for mobile, internet, and cable services, consistently achieving a 98% first-contact resolution rate.

· I troubleshot and resolved issues related to network outages, device compatibility, and connectivity problems, reducing escalation rates by 20%.

· I provided real-time assistance to customers for account setup, service plan changes, and equipment upgrades, contributing to a 15% increase in customer retention.

· I collaborated with internal technical teams to resolve complex issues and implemented feedback loops, improving customer response times by 25%.

Education

B.S.C IN BUSINESS ADMINISTRATION JULY 2010 UNIVERSITY OF IBADAN, OYO, NIG. HIGH SCH CERT SEPTEMBER 2005 BAPTIST SECONDARY SCH, IBADAN, OYO, NIG. Skills & Abilities

· Communication Skills

· Active Listening

· Problem-Solving

· Patience

· Adaptability

· Microsoft Products Skills

· Ability to Work Without Supervision

· Empathy

· Time Management

· Product/Service Knowledge

· Software Management

· VPN

· AWS

· Salesforce CRM

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