Wen Ogbada
Coventry
Summary
Empathetic and results driven Receptionist/ Customer Service Advisor with a strong background in delivering excellent customer experiences across call center, front desk, and healthcare environments. Skilled in handling inbound and outbound communications across multiple channels, resolving customer issues with care and accuracy, and maintaining accurate records. Adept at using CRM systems, practicing active listening, and working collaboratively with teams to meet KPIs. Committed to treating customers with respect and empathy, ensuring each interaction is a positive and supportive experience committed to enhancing operational efficiency and customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Richard Moore
02.2025 - 06.2025
- Responded to high volumes of inbound and outbound calls, assisting customers with a range of enquiries.
- Entered and updated customer data in CRM systems with accuracy and attention to detail.
- Supported team operations by raising invoices, processing orders, and tracking service requests.
- Contributed to continuous improvement by identifying recurring customer issues and suggesting process enhancements.
- Achieved excellent customer feedback ratings by delivering timely and effective service.
Receptionist
Klarent Hospitality
10.2024 - 01.2025
- Successfully managed a high-volume front desk, handling an average of 30 calls and a large number of visitors per day, ensuring seamless operations and prompt service.
- Received customer service mentions and positive feedback from guests for providing exceptional service and creating a welcoming environment.
- Played a key role in improving guest satisfaction by effectively handling inquiries and resolving issues in a timely and professional manner, resulting in an increase in positive feedback.
- Handled check in and check outs timely and effectively.
- Quickly mastered the Opera system to support front desk operations.
Call Center Support Agent
Olehan Call solutions
01.2024 - 06.2024
- Handled inbound and outbound calls, providing real-time solutions to customer issues.
- Maintained a call resolution rate of 90% on the first contact.
- Assisted in troubleshooting technical issues, guiding customers through step-by-step solutions.
- Documented customer interactions and feedback, contributing to process improvements.
- Escalated complex issues to senior support teams while providing thorough case notes to ensure seamless follow-ups.
- Conducted customer satisfaction surveys post-call, gathering insights to improve service delivery.
- Used ticketing systems and CRM software (e.g., Zendesk, Salesforce, Freshdesk) to log interactions and update records.
MEDICAL RECEPTIONIST/ CUSTOMER SERVICE REPRESENTATIVE
Adventist Health center, Nigeria
02.2022 - 01.2024
- Greeted and assisted patients and visitors, ensuring a welcoming and professional atmosphere.
- Scheduled and managed patient appointments, coordinating with healthcare providers for efficient workflow.
- Handled patient inquiries both in-person and over the phone, providing accurate information and resolving issues promptly.
- Managed patient records and confidential information using Electronic Medical Records (EMR) systems.
- Processed billing, insurance claims, and payments, ensuring accuracy and compliance with clinic policies.
- Assisted in maintaining a clean and organized reception area, adhering to health and safety guidelines.
- Collaborated with healthcare professionals to ensure smooth operations and optimal patient care.
- Provided exceptional customer service to patients and visitors.
- Handled inquiries, appointments, and administrative tasks efficiently.
- Collaborated with healthcare professionals to ensure smooth operations.
- Successfully managed large volumes of incoming phone calls and emails.
- Identified and assessed customer needs to achieve satisfaction.
- Built sustainable relationships and trust with customers through open communication.
- Delivered accurate, valid, and complete information using the appropriate methods and tools.
- Managed customer complaints, provided solutions, and followed up to ensure resolution.
- Maintained detailed records of customer interactions, processed accounts, and organized documents.
- Adhered to communication procedures, guidelines, and policies. Consistently went the extra mile to engage customers, building trust and mutual understanding.
Education
National Diploma - Biological Science
University Of Cross River
06.2024
Skills
- Customer Support via Phone, Email & Web Chat
- Active Listening & Empathy
- Call Handling & Issue Resolution
- CRM Systems (Zendesk, Salesforce, Freshdesk)
- Accurate data input
- Time Management & Multitasking
- Conflict Resolution & Problem Solving
- Proficient in Microsoft Office & Google Workspace
- Data Entry & Accurate Record Keeping
- Adaptability & Shift Flexibility
- Collaborative Teamwork
- Administrative Support: Experienced in handling administrative tasks, including scheduling, data entry and document management
- Self-Motivation: Highly motivated and able to work independently with minimal supervision
- Customer Service: Strong ability to provide effective customer service to clients and visitors alongside colleagues
- Multitasking: Capable of handling multiple tasks simultaneously in a fast-paced environment
- Confidentiality: Committed to maintaining privacy and adhering to data protection regulations
- Strong customer service orientation
- Fluent in English
- Call Handling & Phone Etiquette: Skilled in managing high call volumes with professionalism
References
Available upon request|| Willing to relocate.
Certification
- Customer Service Excellence, CPD certified.
- IT Skills Certificate, Microsoft Office and Data Management
- Equality, Diversity and Inclusion Awareness Training
Timeline
Customer Service Representative
Richard Moore
02.2025 - 06.2025
Receptionist
Klarent Hospitality
10.2024 - 01.2025
Call Center Support Agent
Olehan Call solutions
01.2024 - 06.2024
MEDICAL RECEPTIONIST/ CUSTOMER SERVICE REPRESENTATIVE
Adventist Health center, Nigeria
02.2022 - 01.2024
National Diploma - Biological Science
University Of Cross River
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