Customer Service & Technical Support Specialist

Abdullahi Sosanwo

****************@*****.*** Katy, Texas 346-***-**** linkedin.com/in/abdullahi-sosanwo-626837270 PROFESSIONAL SUMMARY

Welcoming and service-driven Customer Service Representative with 7+ years of experience in inbound call center environments — servicing guests and travel advisors via phone, email, and chat with a calm, professional demeanor and a focus on accuracy, efficiency, and an extraordinary customer experience. Skilled at processing reservations, revisions, and cancellations with high booking quality, applying company policy effectively, upselling to add value, and troubleshooting system issues for guests and advisors. Brings genuine enthusiasm for delivering personalized, immersive service that is 180 degrees from ordinary — aligned with Windstar Cruises' mission, vision, and values of being Welcoming, Authentic, and Service-driven.

CORE COMPETENCIES

Inbound Call Center Service Reservation Processing & Revisions Cancellation & Booking Management Guest & Travel Advisor Support Phone, Email & Chat Multi-Channel Upselling & Value-Add Support Company Policy Application Reservation System Navigation Issue Escalation & Supervisor Advisement Calm & Professional Demeanor High Booking Accuracy Remote Work Proficiency Teamwork & Collaboration PROFESSIONAL EXPERIENCE

Technical Support Specialist / Customer Service Representative Lumen Technologies 02/2023 – Present

• Served as the primary call and contact agent for all service-related inquiries via phone, email, and chat — delivering a professional, calm, and welcoming experience on every interaction.

• Processed reservations, revisions, account updates, and cancellations with high accuracy and attention to detail, maintaining strong booking quality and adherence to company policy.

• Applied company policy effectively to all customer interactions, ensuring compliance and consistency across every service touchpoint.

• Identified opportunities to upsell or add value to existing accounts, assisting in revenue goals while keeping the focus on genuine customer service.

• Assisted customers in troubleshooting system-related issues, providing clear guidance and escalating unresolved items to supervisors with full context and recommended resolution.

• Advised supervisors of all problems and recommended resolutions in a timely manner, contributing to continuous service quality improvement.

• Demonstrated a strong functional knowledge of products and services, confidently addressing guest and partner inquiries across a wide range of topics.

• Contributed to a collaborative, team-oriented environment — supporting colleagues and embracing a shared commitment to delivering service that exceeds expectations.

Data Entry Clerk & Administrative Support

Summit Financial 01/2022 – 01/2023

• Processed client account updates, revisions, and document handling with a high degree of accuracy, maintaining strong data quality across all records.

• Applied company policies effectively to all account-related actions, ensuring compliance and consistency in every transaction processed.

• Escalated discrepancies and system issues to supervisors promptly with clear documentation and recommended resolutions.

• Demonstrated strong functional knowledge of internal systems, navigating multiple platforms to complete daily production work efficiently.

• Contributed to a team-first environment, supporting colleagues and maintaining a welcoming and service-focused workplace culture.

Customer Service Representative

Sherwin-Williams 03/2019 – 12/2021

• Served guests and clients via inbound phone and in-person channels, delivering personalized and immersive service with a welcoming, authentic, and professional demeanor.

• Processed orders, revisions, returns, and account updates with high accuracy, applying company policy consistently across all transactions.

• Identified and acted on upsell opportunities to add value for guests while maintaining a service-first, not sales-first, approach to every interaction.

• Assisted guests in troubleshooting product and account issues, escalating complex concerns to supervisors with full context and recommended next steps.

• Built strong relationships with guests and travel-adjacent clients through consistent follow-through, genuine care, and extraordinary attention to their needs.

• Received consistent recognition for calm professionalism, booking accuracy, and delivering service that went above and beyond guest expectations.

EDUCATION

Bachelor of Science in Computer Science

Texas Southern University Houston, Texas

AWARDS & RECOGNITION

• 3x Presidential List Honoree — Texas Southern University (Top Academic Achievement Award)

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