Oluwatosin Giwa
London
Summary
Highly ambitious and passionate Customer Support Specialist with a strong dedication to creating meaningful human connections in a digital world. Committed to delivering exceptional customer experiences through comprehensive post-sale support and guidance for both US and International customers. Adept at interacting through email, phone, and chat to ensure customer satisfaction and foster long-lasting relationships.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Perfora Care
03.2022 - 01.2024
- Deliver ongoing post-sale support and guidance to customers through email, phone, and chat.
- Create meaningful human connections by addressing customer inquiries and providing tailored solutions.
- Manage a diverse portfolio of US and International customers, ensuring their needs are met and exceeded.
- Collaborate with cross-functional teams to resolve complex issues and improve the customer support process.
- Take ownership of customer issues and follow through to resolution, maintaining high levels of customer satisfaction.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Call Center Representative
Empower Pharmacy
08.2021 - 01.2022
- Deliver ongoing post-sale support and guidance to customers through email, phone, and chat.
- Conduct abandoned cart follow-up calls to understand customer concerns, provide assistance, and facilitate the completion of purchases.
- Engage in outbound Business-to-Consumer (B2C) calling activities to promote products, services, and special offers, focusing on driving sales and revenue generation.
- Create meaningful human connections by addressing customer inquiries and providing tailored solutions.
- Utilize experience in customer-facing roles to effectively address customer inquiries and resolve complaints.
- Manage a diverse portfolio of US and International customers, ensuring their needs are met and exceeded.
- Collaborate closely with cross-functional teams, including Sales and Marketing, to align customer engagement strategies with organizational objectives and sales targets.
- Maintain accurate records of customer interactions, feedback, and sales data using CRM software to track performance metrics and identify areas for improvement.
- Take ownership of customer issues and follow through to resolution, maintaining high levels of customer satisfaction.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
MBA - Business Administration And Data Analytics
University of Herfordshire
UK09.2024
Bachelor of Science - Accounting
Babcock University
Nigeria06.2021
Skills
- Exceptional Communication Skills
- Customer-Centric Approach
- Problem-Solving Abilities
- Multinational Experience
- Team Collaboration
- Ownership and Initiative
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
Certification
Data Analytics (High Impact Careers)
Languages
English, Spanish, Yoruba, Norwegian, French
Native language
Timeline
Customer Support Specialist
Perfora Care
03.2022 - 01.2024
Call Center Representative
Empower Pharmacy
08.2021 - 01.2022
MBA - Business Administration And Data Analytics
University of Herfordshire
Bachelor of Science - Accounting
Babcock University