Customer Service Representative (5+ Years)
Resume:
VICTOR OGUNDARE
Customer Service Representative
****************@*****.*** +1-682-***-**** Texas, United States
Microsoft Office Suite Google Workspace CRM Tools Live Chat Platforms Zendesk Salesforce
SUMMARY
Customer service professional with over 5 years of experience handling customer inquiries by phone, email, and live chat. Known for resolving issues quickly and leaving customers satisfied, I take pride in clear communication, accurate documentation, and following through on every case until it is fully resolved. I am comfortable working independently, managing multiple priorities at once, and adapting to new tools and processes without missing a beat. I bring a calm, professional approach to every interaction — even in high-pressure situations — and I am genuinely committed to delivering a great experience every time.
WORK EXPERIENCE
Customer Service Representative Local Healthcare Office (via Texas Professional Group)
08/2022 – 03/2026 Mansfield, TX
-Handled a high volume of customer inquiries remotely via phone, email, and live chat — responding in a timely and professional manner across all channels.
-Resolved customer complaints and concerns efficiently, following up on complex cases until the customer was fully satisfied with the outcome.
-Walked customers through products, services, policies, and procedures in plain language, ensuring they always left the interaction with the information they needed.
-Processed orders, returns, refunds, and account changes accurately, logging every interaction in the CRM system with full detail and no omissions.
-Escalated issues to the right internal team when needed, providing complete context so the handoff was seamless and the customer never had to repeat themselves.
-Stayed current on product updates, promotions, and policy changes so customers always received accurate and up-to-date information.
-Consistently met or exceeded performance targets for response time, resolution rate, and customer satisfaction in a fully remote work environment.
-Used Microsoft Office Suite, Google Workspace, Zendesk, and live chat platforms daily to manage caseload and maintain quality across all channels.
-Collaborated with team members to flag recurring issues and contribute process improvements that increased overall team efficiency.
Customer Service Representative Diversified Power Systems, Inc.
03/2021 – 07/2022 Mansfield, TX
-Served as the first point of contact for customers reaching out remotely by phone and email, handling inquiries professionally and resolving issues with minimal escalation.
-Processed customer orders and account updates, maintaining accurate CRM records and following all internal procedures and compliance guidelines.
-Provided clear and accurate information about products and services, adjusting communication style to fit each customer's needs and level of understanding.
-Remained calm and solution-focused in difficult conversations, earning consistent positive feedback from both customers and supervisors.
-Managed a full daily workload independently in a remote setting, prioritizing tasks effectively and meeting all deadlines without close oversight.
-Quickly adapted to new tools, platforms, and process updates — including CRM software, Microsoft Office Suite, and Google Workspace — maintaining strong performance throughout.
SKILLS
-Customer Inquiry Handling — Phone, Email, Live Chat
-Issue Resolution and Conflict Management
-CRM Tools — Zendesk, Salesforce
-Microsoft Office Suite and Google Workspace
-Live Chat Platforms and Email Support Systems
-Order Processing, Returns, Refunds, Account Updates
-Accurate Documentation and Record Keeping
-Escalation Management with Structured Handoffs
-Active Listening and Interpersonal Communication
-Multitasking and Priority Management
-Performance Metrics — Response Time, Resolution Rate, CSAT
-Team Collaboration and Process Improvement
-Adaptability — Learns New Systems and Tools Quickly
-Professional and Calm Under Pressure
EDUCATION
Bachelor of Science — Entrepreneurship
Jackson State University Mississippi, United States 2018 – 2022
CERTIFICATIONS
Virtual Assistant Training Certificate — ALX Africa
LANGUAGES
English — Native/Bilingual
Yoruba — Professional Working Proficiency
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