Customer Service Representative

Oluwasegun Austine Okojie

Alpharetta, GA ***** 227-***-**** ******************@*****.***

Objective

Customer Service Professional with over 10 years of diverse experience delivering high-quality support across banking, rideshare (Uber), healthcare, and air travel ticketing industries. Skilled in resolving complex customer issues, managing complaints, and driving customer satisfaction while consistently meeting performance targets. Brings 7 years of proven success in remote work environments, demonstrating self-motivation, adaptability, and strong communication skills. Adept at balancing customer needs with company policies, with a track record of building trust, retaining clients, and contributing to organizational growth. Seeking to leverage expertise in customer relations, problem- solving, and remote service delivery in a challenging Customer Service Representative role. Experience

SALES AND CUSTOMER SERVICE REPRESENTATIVE JUSTFLY.COM, SPOKANE, WA

(REMOTE) JUN 2022 – PRESENT

· Assisting customers with booking, modifying, and canceling domestic and international flight reservations, ensuring accuracy and compliance with airline policies.

· Providing professional support via phone, email, and chat, handling a high volume of inquiries regarding itineraries, travel restrictions, and fare rules.

· Delivering personalized sales assistance by upselling travel protection, seat upgrades, baggage options, and other ancillary services to maximize revenue.

· Resolving escalated customer concerns related to refunds, flight disruptions, schedule changes, and travel credits while maintaining a customer-first approach.

· Educating customers on travel policies, restrictions, and JustFly.com’s terms and conditions to minimize disputes and improve transparency.

· Maintaining detailed documentation of customer interactions in CRM systems, ensuring accuracy for follow-ups and compliance with company standards.

· Consistently meeting and exceeding performance metrics, including sales targets, call quality scores, and customer satisfaction benchmarks.

· Operating independently under a 1099 contract, managing workflow, scheduling, and performance without direct supervision while adhering to company service standards. CUSTOMER SERVICE REPRESENTATIVE GEORGIA HEALTH INSURANCE EXCHANGE, SUWANEE, GA (REMOTE) AUG 2018 – JUN 2022

· Assisted consumers with inquiries regarding eligibility, enrollment, and coverage options under the Affordable Care Act (ACA) marketplace.

· Provided step-by-step guidance through the application process, including income verification, subsidy eligibility, and plan comparison.

· Educated customers on available Qualified Health Plans (QHPs), Medicaid, and PeachCare for Kids eligibility, ensuring compliance with state and federal guidelines.

· Handled high-volume inbound calls while maintaining accuracy, professionalism, and empathy in addressing sensitive healthcare and financial concerns. Page 2

· Resolved complex issues by coordinating with internal departments and escalating cases as needed to ensure timely resolution.

· Maintained detailed and confidential records in compliance with HIPAA and Georgia state regulations.

· Delivered consistent, high-quality service, meeting performance metrics such as call resolution time, customer satisfaction, and compliance standards.

· Supported annual Open Enrollment and Special Enrollment Periods, providing critical assistance to residents under strict deadlines.

CUSTOMER COMPLAINT OFFICER UBER TECHNOLOGIES INC, BALTIMORE, MD MAY 2016

– JULY 2018

· Managed and resolved escalated customer complaints from riders and drivers, ensuring fair, timely, and satisfactory outcomes.

· Investigated service issues such as trip disputes, fare adjustments, safety concerns, and policy violations by analyzing trip data, app records, and customer statements.

· Applied company policies and judgment to provide appropriate resolutions, including refunds, account reviews, and corrective actions.

· Maintained accurate documentation of complaints, resolutions, and trends to support continuous service improvement.

· Collaborated with cross-functional teams (safety, operations, legal, and driver support) to escalate high-risk or complex cases.

· Identified recurring service issues and provided feedback to leadership for process improvements, reducing repeat complaints.

· Ensured compliance with Uber’s quality standards, customer experience guidelines, and local regulatory requirements.

· Consistently met or exceeded performance targets, including complaint resolution time, customer satisfaction, and case accuracy.

FINANACIAL SERVICE REPRESENTATIVE FIRST BANK OF NIGERIA, LAGOS NIGERIA NOV 2011 – JAN 2016

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

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

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

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

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

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

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

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Education

B.S.C IN BUSINESS ADMINISTRATION JULY 2010 UNIVERSITY OF LAGOS, LAGOS, NIG. HIGH SCH CERT SEPTEMBER 2005 KINGS COLLEGE, LAGOS, NIG. Skills & Abilities

· Communication Skills

· Active Listening

· Problem-Solving

· Patience

· Adaptability

· Microsoft Office

· Ability to Work Without Supervision

· Zoho Desk

· LiveAgent

Activities and Interests

Theater, environmental conservation, art, hiking, skiing, travel

· Empathy

· Time Management

· Product/Service Knowledge

· Software Management

· VPN

· AWS

· Salesforce Service Cloud

· Microsoft Dynamics 365

· Microsoft Excel

· HubSpot Service Hub

· Intercom

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