Owoyemi Adedeji
Lincoln
Summary
Accomplished Customer Service Executive with a proven track record . Enhancing customer satisfaction and retention through exceptional service and effective communication. Proficient in CRM platforms and Microsoft Office. Adept at promptly resolving issues and building strong rapport with clients. Demonstrating expertise in customer service and verbal communication. Made significant contributions to team success and consistently met SLAs.
Overview
6
6
years of professional experience
Work History
Customer Service Advisor
Anglian Water
03.2024 - Current
- Increased satisfaction levels by addressing problems promptly.
- Assisted numerous customers daily, maintaining a positive demeanor.
- Resolved problems swiftly to ensure satisfaction.
- Executed plans to cut down on handling time while preserving service quality.
- Achieved higher first-call resolution through accurate guidance and solutions.
- Maintained thorough records of client interactions in CRM.
- Fostered a cooperative atmosphere during team discussions.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Managed department call volume of Number calls per day and coordinated department schedules to maximize coverage during peak hours.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Jimsif
02.2019 - 08.2022
- Resolved disputes effectively under pressure.
- Managed complaints compassionately, fostering increased client commitment and recurring transactions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Executive
Consol
09.2018 - 01.2019
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Education
Masters - International Business Management
University of Lincoln
Lincoln, Lincolnshire 09.2023
Bachelor Of Arts - Linguistics(Yoruba)
University of Ilorin
Ilorin,Kwara State 09.2016
Skills
- Customer service expertise
- Excellent verbal and written communication
- Meeting service level agreements (SLAs) and deadlines
- Efficient data entry and case management
- Expertise with CRM platforms
- Skilled in utilizing Microsoft Word, Excel, and PowerPoint to enhance customer service efficiency and support effective communication
Timeline
Customer Service Advisor
Anglian Water
03.2024 - Current
Customer Service Representative
Jimsif
02.2019 - 08.2022
Customer Service Executive
Consol
09.2018 - 01.2019
Masters - International Business Management
University of Lincoln
Bachelor Of Arts - Linguistics(Yoruba)
University of Ilorin
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