Senior Multichannel Customer Support Specialist

Kolade Odeyemi

*************@*****.*** 318-***-**** Missouri City, TX

PROFESSIONAL SUMMARY

Senior Customer Service Representative with 6 years of experience delivering exceptional customer support across insurance, healthcare, telecommunications, and SaaS environments. Skilled in managing high-volume inbound and outbound calls, responding to SMS and digital inquiries, scheduling appointments, answering membership and pricing questions, maintaining accurate CRM documentation, and resolving customer concerns with professionalism and empathy. Experienced using Salesforce, Zendesk, Microsoft Office, Google Workspace, and cloud-based CRM systems while meeting service level agreements (SLAs), quality standards, and key performance indicators (KPIs). A collaborative, self-starter recognized for strong communication, attention to detail, problem-solving, and delivering outstanding customer experiences in fast-paced remote and contact center environments.

CORE COMPETENCIES

● Customer Service & Contact Center:

Customer Service Representative, Customer Support, Customer Experience, Contact Center Operations, Call Center Support, Inbound/Outbound Calls, High-Volume Call Handling, Phone Support, Multichannel Support, CRM, Customer Retention, Customer Engagement, First Call Resolution (FCR), Escalation Management, Complaint Resolution, Account Management

● Communication & Problem Solving:

Active Listening, Professional Communication, Written & Verbal Communication, Empathy, Conflict Resolution, De-escalation Techniques, Relationship Building, Troubleshooting, Critical Thinking, Attention to Detail, Complex Issue Resolution, Cross-Functional Collaboration

● CRM, Technical & Support Tools:

Salesforce CRM, Salesforce Service Cloud, Zendesk, HubSpot, ServiceNow, Zoho CRM, Five9, Genesys Cloud, NICE CXone, Talkdesk, RingCentral, Dialpad, Zoom Phone, Freshdesk, Jira Service Desk, Ticketing Systems, SaaS Support, Cloud Systems, Software Troubleshooting, Hardware Support, Web Applications, macOS Support, Data Entry, Documentation Systems, Microsoft Office Suite, Excel, Google Workspace

● Operations & Performance:

Service Level Agreements (SLAs), Quality Assurance (QA), KPI Tracking, Performance Metrics, Average Handle Time (AHT), Workflow Optimization, Process Improvement, Reporting & Analytics, Compliance Documentation, Agile Workflows

WORK EXPERIENCE

Universal Insurance

Customer Service Representative April 2022 – Present

● Manage 60+ inbound customer calls daily, assisting customers with account inquiries, pricing information, policy questions, appointment scheduling, renewals, and service requests while consistently delivering exceptional customer experiences.

● Conduct outbound follow-up calls to confirm customer requests, resolve outstanding issues, improve customer retention, and support service renewals.

● Respond promptly to customer inquiries through phone, email, and digital communication channels while maintaining professionalism, empathy, and active listening.

● Accurately document every customer interaction, update CRM records, and maintain complete customer documentation to ensure compliance and seamless service delivery.

● Resolve complex customer concerns through troubleshooting, issue resolution, and escalation management while consistently meeting SLA, quality, and customer satisfaction goals.

● Improved workflow efficiency by 30% through CRM optimization, collaborative process improvements, and innovative solutions that enhanced operational performance.

● Analyze KPI reports, customer feedback, and service metrics to identify trends, improve response times, and enhance the overall customer journey.

● Collaborate with internal teams and stakeholders to ensure timely issue resolution, accurate information sharing, and a consistent customer experience.

● Support multiple customer interactions simultaneously in a high-volume contact center while maintaining accuracy, productivity, and attention to detail.

● Demonstrate self-starter initiative by independently managing daily priorities, adapting to changing business needs, and contributing to continuous process improvement. AT&T

Customer Service Representative July 2020 – April 2022

● Managed 1,100+ weekly customer support requests involving billing inquiries, technical troubleshooting, account updates, and customer service resolutions.

● Delivered exceptional customer experiences through phone support, CRM documentation, issue resolution, and proactive communication.

● Increased customer engagement and sales performance by 20% through consultative support, relationship building, and identifying customer needs.

● Utilized Salesforce CRM, Zendesk, ticketing systems, and customer support platforms to track cases and maintain accurate customer records.

● Provided technical troubleshooting assistance for software applications, hardware issues, operating systems, and web-based services.

● Supported SaaS products, cloud-based systems, integrations, and digital platforms while ensuring timely resolution of customer concerns.

● Applied quality assurance procedures, Agile workflows, and validation testing processes to improve service reliability.

● Monitored customer feedback, KPI reports, and performance metrics to identify opportunities for process improvement.

● Partnered with finance and operations teams to resolve billing discrepancies, payment issues, and customer account concerns.

● Maintained strong customer relationships through empathy, professionalism, and effective problem-solving. Northern Louisiana Medical Center

Customer Service Representative Feb 2019 – July 2020

● Provided customer support through phone, email, chat, and digital communication channels while managing 50+ daily customer interactions.

● Maintained a 95% customer satisfaction rating through empathetic communication, accurate issue resolution, and exceptional service delivery.

● Coordinated patient support activities, authorization processing, documentation management, and compliance requirements.

● Managed customer records and ensured accurate data entry within healthcare information systems.

● Provided technical troubleshooting support for software and hardware issues, achieving a 90% successful resolution rate.

● Collaborated with healthcare teams and internal departments to improve workflow efficiency and customer experience.

● Researched operational trends and analyzed service metrics to identify improvement opportunities.

● Supported continuous improvement initiatives focused on quality assurance, customer satisfaction, and operational performance.

● Built strong relationships with customers and stakeholders through professionalism, accountability, and responsive support.

EDUCATION

Louisiana State University Baton Rouge, La

B.Sc. Communications Dec 2015

TECHNICAL PLATFORMS

Salesforce CRM, Salesforce Service Cloud, Zendesk, HubSpot, ServiceNow, Zoho CRM, Five9, Genesys Cloud, NICE CXone, Talkdesk, RingCentral, Dialpad, Zoom Phone, Freshdesk, Jira Service Desk, Microsoft Office Suite, Excel, Google Workspace, SharePoint, Confluence, SaaS Applications, Cloud-Based Systems, Ticketing Systems.

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