FERANMI ADEBAYO
Summary
Professional and Motivated Customer Service Representative with 4 years of experience delivering high-quality support to clients across insurance, agriculture, and health sectors. Skilled in inbound and outbound call handling, CRM management and conflict resolution. Adept at managing remote communication through Microsoft Teams, Slack, and Trello. Recognized for maintaining high costumer satisfaction scores and exceeding performance targets in fast-paced virtual environments.
Overview
5
5
years of professional experience
1
1
Certification
Work history
Customer Service Representative
Hiscox Insurance
US, (Remote, US-based)
2024.04 - 2026.05
- Manage 60+ inbound and outbound calls daily, assisting US based clients with policy inquiries, renewals, and claims.
- Achieved 97% customer satisfaction (CSAT) through prompt issue resolution and empathetic communication.
- Utilized Zoho CRM to track client interactions, reducing response time by 25%.
- Supported onboarding of new clients and improving retention.
Customer Service Officer
Lagoon Hospital
2023.01 - 2024.03
- Received and responded to an average of 100+ patients daily on questions regarding hospital services, appointments, billing, and medical procedures, ensuring timely resolution and positive patient experiences.
- Collected, verified, and entered patient personal and medical information into the hospital database, ensuring accuracy and confidentiality of records.
- Scheduled, rescheduled, and confirmed patient appointments with doctors and specialists while managing high volumes of requests efficiently to reduce waiting time.
- Acted as a communication bridge between patients and healthcare professionals, ensuring clear information flow regarding treatment plans, test results, and procedures.
Sales Executive
Farmcrowdy Limited
, lagos, Nigeria
2021.08 - 2022.12
- Marketed Farmcrowdy’s agritech solutions, farm sponsorship opportunities, and food supply chain services to individuals, retailers, and institutional buyers.
- Implemented upselling strategies that increased average transaction value by 18%.
- Conducted one-on-one meetings and virtual presentations to close sponsorships or product supply contracts.
- Negotiated pricing, terms, and delivery schedules in alignment with company goals and client needs.
Education
HND - Nursing
Oyo State College Of Nursing Sciences
IbadanSkills
- Script Adherence
- Critical Thinking
- Time Zone management
- Voice Tone Control
- Time Management
- Inbound Call Handling
- Typing Speed & Accuracy
- Effective Communication
- Outbound Call Handling
- De-escalation Techniques
- Upselling & Cross-selling
- CRM Software Proficiency
Certification
- RN (Applied to enhance empathy and client care in service delivery.
- Dakins Foreign Customer Service Training.
Accomplishments
Achievements
- Consistently exceeded monthly performance KPIs by 10-20% across all roles.
- Improved customer retention rate through proactive follow-ups and personalized service.
ADDITIONAL SKILLS
Slack, Microsoft Teams, Trello, Microsoft Word, Nimble, Hubspot, Sales Force, Zoho CRM.
Timeline
Customer Service Representative
Hiscox Insurance
2024.04 - 2026.05
Customer Service Officer
Lagoon Hospital
2023.01 - 2024.03
Sales Executive
Farmcrowdy Limited
2021.08 - 2022.12
HND - Nursing
Oyo State College Of Nursing Sciences