Client Benefits Representative - Customer Support
Resume:
Ayode Niyi
Client Benefits Representative
*********@*****.*** 405-***-**** Oklahoma City, OK
PROFESSIONAL SUMMARY
Client-focused customer service professional with 5+ years of experience supporting individuals and business customers in remote, high-volume environments across phone, chat, and email. Skilled in understanding client needs, explaining options clearly, answering questions, maintaining organized records, and guiding customers through next steps with strong follow-through, attention to detail, and a goal-oriented approach. Experienced using virtual systems, CRM tools, and established processes to deliver professional client support and meet performance goals.
CERTIFICATIONS
Google IT Support Professional Certificate
Customer Service Professional Certificate
Customer Relationship Management (CRM) Fundamentals Contact Center Customer Service Certification
Microsoft Office Fundamentals
Comptia A+
EXPERIENCE
Client Benefits Representative
Amazon July 2023 to Present
Connect with 80+ clients per shift through phone, chat, and email in a fully virtual support environment, providing a professional and helpful experience while meeting quality and productivity goals. Learn about each client’s needs by reviewing concerns related to orders, payments, account access, deliveries, and service options, then explain available next steps in a clear and easy-to-understand way. Answer client questions accurately and guide customers through account updates, payment issues, order changes, and self-service processes, maintaining a 90%+ first-contact resolution rate. Support individuals through issue resolution processes by researching root causes, reviewing available options, and helping them navigate the next steps to completion. Maintain organized client records, case details, and follow-up documentation across internal systems to ensure accurate tracking, case management, and continued support after initial contact. Follow up on delayed, missing, or damaged orders and coordinate refunds, replacements, or delivery solutions, demonstrating strong follow-through and attention to detail. Escalate complex cases and recurring trends to appropriate support teams while adhering to established processes, schedule expectations, and customer satisfaction standards. Work independently in a high-volume remote setting while consistently meeting performance goals for response quality, issue resolution, and client experience.
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Customer Service Representative
PayHelpa May 2021 to July 2023
Supported customers using digital financial tools and cross-border payment services, handling an average of 50+ inquiries daily through phone, email, and digital support channels. Assisted individuals and business customers with account setup, transaction questions, payment status, international transfers, and platform navigation.
Investigated delayed or unsuccessful transactions and worked with operations and payment teams to resolve customer issues.
Maintained a 95%+ customer satisfaction rate by providing clear updates and taking ownership of customer concerns through resolution.
Guided new customers through onboarding, account verification, platform features, and payment processes, helping reduce repeat support requests.
Escalated complex payment and account issues while maintaining complete case notes and supporting documentation.
Educated customers on available financial tools and self-service features to improve platform adoption and reduce routine inquiries.
Maintained accurate customer and transaction records while following company procedures for privacy, security, and account verification.
EDUCATION
Computer Engineering
Olabisi Onabanjo University (O.O.U.) 2013
SKILLS
Client Relations, Customer Service, Virtual Client Support, Remote Work, Phone Support, Email Support, Chat Support, Appointment Management, Client Communication, Benefits Information Support, Needs Assessment, Explaining Options, Question Resolution, Application Process Support, Enrollment Process Support, Follow-Up, Client Record Management, CRM Systems, Ticket Management, Documentation, Time Management, Organization, Attention to Detail, Microsoft Office, Google Workspace
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