Customer Care Representative - 12+ Years Support
Resume:
Ayo Oyagbesan
Dallas, TX
************@*****.***
linkedin.com/in/ayooyagbesan
Performance-driven Customer Care Representative with over 12 years of experience in enterprise support, case management, and high-volume inquiry resolution. Expert in leveraging advanced CRM and phone systems to investigate and resolve complex issues across phone, chat, and email channels. Proven track record of maintaining 100% accuracy and superior quality monitoring scores while adhering to formal corporate protocols across data security, engineering/field services, banking, and government healthcare industries.
WORK EXPERIENCE
Varonis Systems Dallas, TX
Customer Support Representative (Contractor) October 2025 – Present
• Handled high-volume inbound and outbound calls, emails, and live chat to resolve customer inquiries and provide accurate product information.
• Served as the primary point of contact for complex and escalated issues, collaborating cross- functionally to deliver timely and effective solutions.
• Investigated and resolved high-priority technical inquiries for enterprise customers related to Varonis data security and analytics solutions.
• Documented all client interactions and troubleshooting activities in CRM systems with 100% accuracy in case management records.
• Maintained high-quality professional communication across all customer support channels while meeting SLA and quality standards.
Index Analytics Dallas, TX
Customer Service Representative (Contractor) October 2022 – July 2025
• Answered and resolved customer inquiries regarding government healthcare and benefits programs, investigating eligibility and scheduling needs with high accuracy.
• Handled high-volume inbound calls via enterprise phone systems while maintaining adherence to HIPAA compliance and federal quality monitoring standards.
• Investigated and resolved complex cases across multiple systems, documenting resolutions in CRM platforms to ensure timely follow-up and member satisfaction.
• Consistently exceeded performance metrics for call quality and accuracy as measured by formal satisfaction surveys and internal quality monitoring evaluations. WSP Inspection Services Dallas, TX
Customer Service Representative (Contractor) December 2020 – June 2022
• Managed inbound and outbound customer and client inquiries related to scheduling, coordination, and status updates for field inspection services.
• Investigated and resolved scheduling conflicts and service concerns by coordinating directly with field inspectors, project managers, and clients.
• Documented all client communications and case resolutions with strict accuracy in the case management and scheduling systems.
• Maintained clear, professional communication with clients regarding inspection timelines, documentation requirements, and compliance protocols. JP Morgan Chase Dallas, TX
Customer Service Representative (Full-Time) October 2017 – November 2020
• Answered inbound and outbound retail banking inquiries related to payment processing and transaction reviews, investigating disputes with a focus on accuracy and timeliness.
• Adhered to strict banking regulations and internal policies while delivering clear communication to resolve account navigation and transaction issues.
• Documented detailed account servicing actions in CRM and case management systems to support regulatory audits and real-time transaction processing.
• Maintained superior attendance and quality standards in a fast-paced, high-volume environment, leveraging high-accuracy typing for efficient customer interaction documentation. CSRA Inc Dallas, TX
Customer Service Representative (Full-Time) Jan 2014 – September 2017
• Resolved inquiries for government insurance programs, investigating claims and coverage via portal navigation and multi-channel phone systems.
• Investigated and resolved member issues by navigating multiple internal systems, ensuring all transactions were conducted courteously and accurately.
• Documented member interactions with strict confidentiality, managing sensitive information via case management platforms and secure SMS/fax protocols.
• Adhered to quality improvement initiatives by identifying recurring issues and documenting trends through professional reports for leadership review. EDUCATION
Texas Southern University
M.Sc. in Management Information Systems, January 2017 – January 2018 Grambling State University
B.Sc. in Computer Information Systems, January 2010 – January 2015 ADDITIONAL SKILLS
Core Customer Care & Operations: Case Management, CRM Optimization, Phone Systems, Investigation & Resolution, English Fluency, High-Speed Typing, Quality Monitoring, SMS/Fax Communication, Portal Navigation, Transaction Accuracy CRM & Service Platforms: Salesforce Service Cloud, HubSpot, Zendesk, Zoho CRM, Freshdesk, Jira Service Desk, Help Scout, Intercom, Kayako
Telephony & VOIP Solutions: RingCentral, Five9, Zoom Phone, Vonage, 8x8, Genesys Cloud, TalkDesk, NICE InContact, Bria, Zoiper
Compliance & Technical Literacy: HIPAA Compliance, Banking Regulations, Data Security Protocols, Microsoft Excel, Google Sheets, Confluence, SharePoint, LiveChat ADDITIONAL INFORMATION
• Experienced in fully remote, metric-driven environments
• Strong attendance, reliability, and professionalism
• Comfortable handling sensitive and confidential information
• Adaptable, quick learner, and team-oriented
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