Advanced Excel
ADEJOKE BOLOMOPE
Summary
Hardworking and dedicated Customer Service Specialist with 13 years of experience in providing exceptional service and solving problems creatively. Great team player, comfortable thriving in competitive, fast-paced environments. Proficient in using multiple channels of communication, including phone, email, chat and social media, and always looking for ways to improve customer experience.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Customer Service Specialist
Probe Group NZ
, New Zealand
01.2022 - 12.2022
- Responded to customer requests for products, services, and company information.
- Maintained accurate records of customer interactions and transactions
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with other departments to ensure customer satisfaction
- Resolved customer issues and complaints while maintaining a positive attitude.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Billing Services Advisor/ Customer Champion
Watercare Services Limited
Auckland, New Zealand
10.2019 - 06.2021
- Received and responded to customer queries via multiple channels (Phone, Email and Live Chat) in a timely manner.
- Resolved issues through troubleshooting and clearly communicating standard process/policy.
- Escalated where appropriate to ensure the query is answered / resolved.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Advocated policies in a customer friendly manner and fostered a win-win outcome.
- Appropriately recorded the query and outcome, including all supporting documents
- Maintained a strong knowledge and understanding of the organisation and procedures.
Customer Service Representative
Automobile Association, Roadservice
, New Zealand
08.2019 - 10.2019
- Handled inbound calls from current and prospective members whose cars have broken down and need help.
- Entered all relevant member and job details accurately into the appropriate software applications as and when the call is taken.
- Answered constant flow of customer calls with minimal wait times.
- Signed up new members, taking payment off the phone and cross selling the organization's products.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Automobile Association
, New Zealand
07.2019 - 08.2019
- Received calls from a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Placed outbound customer satisfaction calls to follow up on issues.
Bank Operations Officer
Keystone Bank Ltd
01.2009 - 12.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Entered customer interaction details in Customer Feedback Mechanism System (CFMS) to track requests, document problems and record solutions offered
- Collaborated with staff members to enhance customer service experience and exceed team goals through delivering exceptional service to customers
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Daily, weekly, monthly, quarterly, and yearly proof and reconciliation of accounts with Excel and resolving identified outstanding items
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
Master - Managerial Psychology
University of Ibadan
Nigeria 06.2014 - 12.2015
Bachelor of Business Administration -
University of Ilorin
04.2003 - 12.2006
Skills
Excellent written and oral communication
Software
SQL
Power BI
Microsoft Word
References
Available on request.
Timeline
Customer Service Specialist
Probe Group NZ
01.2022 - 12.2022
Billing Services Advisor/ Customer Champion
Watercare Services Limited
10.2019 - 06.2021
Customer Service Representative
Automobile Association, Roadservice
08.2019 - 10.2019
Customer Service Representative
Automobile Association
07.2019 - 08.2019
Master - Managerial Psychology
University of Ibadan
06.2014 - 12.2015
Bank Operations Officer
Keystone Bank Ltd
01.2009 - 12.2017
Bachelor of Business Administration -
University of Ilorin
04.2003 - 12.2006
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