Remote Customer Service Representative

VIVIAN AJAYI

**** ********** ****** ** 817-***-**** *************@*****.***

PROFESSIONAL PROFILE

Experienced Customer Service Representative with over 6 years of expertise in the financial and hospitality sector. Proven track record in managing customer inquiries, solving complex problems, and providing an exemplary level of service. Seeking a position to leverage my skills and experience to enhance customer satisfaction and support team development in a growth oriented organization.

EXPERIENCE

AXIOS CLINICAL SOLUTIONS SENIOR CUSTOMER SERVICE REPRESENTATIVE Oct 2023- Present

• Managed high-volume customer inquiries, ensuring timely and accurate responses to both domestic and international clients.

• Handled comprehensive inbound and outbound call flows to efficiently schedule, reschedule or cancel clients appointments based on real-time availability.

• Analyzed customer feedback to identify service improvement areas, leading to an increase in overall customer satisfaction.

• Conducted weekly team meetings to address challenges, share best practices, and foster open communication.

• Utilized advanced problem-solving skills to handle escalated customer complaints, achieving a high-resolution rate

• Received accolades and recognition from customers and supervisors for consistently delivering outstanding customer service and exceeding performance expectations.

• Maintained a calm, courteous, and professional demeanor while successfully de- escalating conflicts and managing moments of customer dissatisfaction. EXCEL SOLUTIONS CUSTOMER SERVICE REPRESENTATIVE Aug 2021- Sept 2023

• Delivered timely, accurate, and professional customer service to all incoming inquiries, maintaining a 98% resolution rate.

• Responded to customer inquiries related to account balances, transaction details, and general procedures.

• Ensured all customer data and interactions are recorded accurately in the Customer Relationship Management (CRM) system.

• Attended regular training sessions to stay updated on products, services, and standard operating procedures.

• Managed a high volume of over 150+ daily inbound/outbound customer interactions, covering new customer sign-ups, data retrieval, product presentations, and service cancellations

OAKVIEW CAPITAL LLC CALL CENTER AGENT. Jun 2018- Jul 2021

• Served as the primary point of contact for customers, delivering exceptional service and support through various communication channels, including phone, email, live chat, and social media platforms.

• Responded promptly and courteously to customer inquiries, complaints, and requests, consistently providing accurate and relevant information to address their needs effectively.

• Demonstrated a deep understanding of our products, services, and company policies, enabling the ability to confidently assist customers and answer their questions.

• Proactively identified and resolved customer issues, leveraging strong problem-solving skills to ensure swift resolution and maintain high levels of customer satisfaction.

• Maintained meticulous records of customer interactions, transactions, comments, and complaints in the appropriate systems, ensuring accuracy and accessibility for future reference.

EDUCATION

BACHELOR OF SCIENCE IN ECONOMICS

BOWEN UNIVERSITY

SKILLS

• Excellent communication skills

• Fast and precise typing

• Strong problem-solving abilities

• Adaptability and flexibility

• Active listening skills

• Data verification/validation

• Multitasking and prioritization

• Teamwork and collaboration

CERTIFICATIONS

• Managing Customers Using Technology(CRM)

• Introduction to Quality Management

• Diploma in Customer Service

• Monitoring and Conflict Resolution

Contact this candidate