Remote Customer Service Representative
Resume:
FEMI OGUNLADE
Richmond, Texas
***.*********@*****.***
PROFESSIONAL SUMMARY
Customer Service Representative with 6+ years of experience delivering high quality support in fast paced, high volume call center environments. Proven ability to manage 80–100+ daily inbound and outbound interactions, resolve account inquiries, and provide accurate information related to transactions, services, and account status. Skilled in active listening, problem solving, and multi system navigation, with a strong track record of maintaining 95–99% documentation accuracy, meeting SLA and QA metrics, and ensuring customer satisfaction. Recognized for delivering empathetic, compliant, and solution oriented service while handling sensitive account information.
TECHNICAL SKILLS & SYSTEMS
CRM Platforms: Salesforce, Zendesk, Zoho style systems
Contact Center Tools: Amazon Connect (ACD), Ticketing Systems
Microsoft Office: Excel, Word, Outlook
Google Workspace: Docs, Sheets, Gmail
Data Entry & Typing Speed: 50+ WPM
Systems & Applications: Web Based Applications, Multi System Navigation, Workflow Tracking
CORE COMPETENCIES
• High Volume Inbound Call Handling (80–100+ Daily)
• Account & Transaction Support
• Payment & Benefits Inquiry Assistance
• Customer Issue Resolution & Research Requests
• CRM Documentation & Case Tracking (95–99% Accuracy)
• Multi System Navigation & Data Entry
• SLA, QA, and Performance Metrics Compliance
• Active Listening & De escalation Techniques
• Confidentiality & Regulatory Compliance
• Team Collaboration & Remote Work Efficiency
PROFESSIONAL EXPERIENCE
Customer Service Representative
Concentrix Remote
Aug 2025 – Present
• Manage 80–100+ daily inbound and outbound calls, assisting customers with account inquiries, transactions, and service related requests
• Access and review customer accounts to provide accurate information on payments, account status, and transaction details
• Process service requests and research inquiries using web based applications and CRM systems
• Deliver clear, empathetic communication while maintaining confidentiality and compliance with company policies
• Document all customer interactions with 95–99% accuracy, ensuring complete and compliant records
• Consistently meet or exceed service level metrics including SLA, QA scores, call handling time, and adherence
• Support team operations during peak periods, ensuring continuous service delivery and minimal wait times
Technical Support Specialist
TEK Systems Remote
Jan 2024 – May 2025
• Handled high volume inbound service requests, assisting users with account access, navigation, and system related inquiries
• Guided customers through step by step solutions, ensuring first call resolution and a positive user experience
• Documented cases and tracked requests within CRM systems to maintain accurate records and service continuity
• Collaborated with internal teams to resolve escalated issues and ensure timely follow up and resolution
• Identified recurring issues and contributed to process improvements that enhanced efficiency and service quality
Customer Service Representative
JDA Remote
Sep 2021 – Jan 2024
• Managed 60–100+ daily inbound calls, providing account support, resolving inquiries, and delivering accurate service information
• Assisted customers with account status, eligibility, and transaction related questions
• Maintained detailed documentation across multiple systems to support case tracking and reporting
• Conducted outbound follow ups to ensure issue resolution and customer satisfaction
• Achieved consistent performance across quality assurance, productivity, and customer satisfaction metrics
Customer Service & Data Entry Representative
Williams Sonoma Inc. Remote
Sep 2019 – Aug 2021
• Handled high volume inbound customer inquiries in a fast paced environment
• Maintained 99% data accuracy while updating accounts and documenting interactions
• Processed service requests within established timelines, ensuring timely and efficient resolution
• Demonstrated strong multitasking skills while navigating multiple systems simultaneously
EDUCATION
Bachelor of Science, Computer Science
Adekunle Ajasin University, Nigeria
CERTIFICATIONS
• Customer Service Communication & Conflict Resolution
• Documentation Accuracy & Compliance Standards
• Technical Support & System Navigation Fundamentals
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