Customer Service Associate with Leadership Experience
Resume:
DAMILOLA SOETAN
Customer Service Associate
*************@*****.*** +1-832-***-****
Website
Objective
• Enthusiastic Customer Service Representative with 4 years of customer service and order management experience that adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards
Work Experience
Customer Service Associate
Optum Inc Mar / 2021 - Present.
• Resolve customer service issues using company processes and policies and provided updates to customers.
• Respond to customer calls and emails to answer questions about products and services.
• Learn and maintain in-depth understanding of product and service information to offer knowledge and educatd response to diverse customer question
• Escalate issues to proper supervisors when standard processes were not effective.
• Lead a team of six customer service representative, overseeing daily operation and ensuring servic excellence.
• Acting as a point of contact for complex customer inquiries, working closely with internal departments to provide timely solutions.
• Develop and deliver training sessions to improve product knowledge and customer interaction skills.
• Implemented a ticketing ticket that streamlined issue tracking and ressolution, resulting in 25% reduction in response time.
• Conduct regular team meetings to share best practice, review performance goal and gather feedback for process enhancment.
Customer Service Representative
Miaplaza Inc. MARCH / 2020 - MARCH / 2021.
• Keep record of customer interaction, process customer account and file documents
• Manage large amounts of incoming emails and chat
• Identify and assess customer's needs to achieve satisfaction
• Build sustainable relationship and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right method/tools
• Meet personal/customer service team sales target and chat email handling quotas
• Handle customer complaints, provide appropraite solutions and alternative within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidiance and policies
• Take the extra mile to engage customers.
Customer Service Representative
Summit Financial Disclosure Feb / 2019 - Jan / 2020
• Assisted customers via phone, email, and live chat, addressing inquiries, solving problems and providing product information.
• Achieve an average customer satisfaction rate of 95% recognized through positive customer feedback-Resolved escalate issues promptly, collabrating with different departmentto ensure timely and effective solutions.
• Processed orders, returns, and exchanges accurately, maintaining a high level of attention to detail-Conducted customer follow- ups to ensure their need were met and to gather feedback for continous improvement. Data Analyst
Sentara, Virginia Beach, VA
May 2018 - Jan 2019
• Created source document for study visits.
• Assisted thPI in development of materials and tools neccessary to appropraitely train individuals involved in the conduct of the study arround issues related to (but not limited to) protocol requirements, schedule of visits, execution of research plan. Maintain documentation training.
• Collaborated with the PI to prepare IRB and any other regulatory submission documents as required by the protocol.
• Responsible for ensuring study is compliance with local and federal laws and regulations.
• Screened subject for eligibility using protocol specific incusion and exclusion criteria, documenting each potential participant eligibility or exclussion.
• Ensured that IRB approval is obtained according to study initiation and that the IRB requirement are met through out the duration of the study.
• Obtained proper informed consent, from each study subject prior to participation in the study.
• Completed the Case Return Form/EDC for the study accurately, completed, and in a timely manner.
• Report all adverse events to the Investigator and Serious Adverse Events to the Principal Investigator, Center Manager, and Sponsor immediately. Education
Bachelor of Science - Prairie View A&M University Prairie View, TX Sep / 2011-Dec / 2015
Skills
Data Visualization Communication skills Planning Work Independently
Customer Support Experience
Customer-focused Service
Over-Achieving Quota Familiarity with CRM
Systems and Practices
Typing Creative
Problem- Solving Skills
Multitask Data Entry Attention to Detail
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