SEGUN ODUNWO
Customer Service Representative
Akure/ Ondo,Nigeria
Summary
Reliable call centre professional with experience in handling high call volumes with accuracy for optimum productivity. Offers outstanding problem-solving and rapport-building skills to seek timely solutions to customer problems. Dependable team player committed to improving call metric standards.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Call Centre Agent
Global Ventures
Akure/Ondo, Nigeria
10.2022 - Current
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Optimised customer experience by tailoring responses to individual needs.
- Handled customer queries focused on first-call resolution.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Enabled efficient follow-up by accurately recording customer requirements and details in Software.
- Answered Number+ customer queries daily via inbound calls, emails and live chats.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Operated switchboard systems successfully to manage high call volumes.
- Logged customer communications for complete service records.
- Entered, updated and removed customer information to keep accounts current.
- Documented customer contacts in Software for use in further interactions or actions.
- Built positive customer rapport through friendly, professional communication.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Prepared letters, information sheets and order documentation and distributed to clients.
- Improved customer satisfaction ratings through responsive query resolution.
- Followed up customer queries to check provided solutions met expectations.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Reduced customer wait times by adhering to call target timeframes.
- Maintained up-to-date client records in database systems.
Customer Service Representative
Don API West Africa Limited
Akure/Ondo, Nigeria
07.2020 - 08.2022
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained excellent client satisfaction by providing in-depth support.
- Obtained feedback from customers to improve service experience.
- Recorded information about inquiries and complaints within internal database.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Implemented customer follow up to uphold service standards.
Education
Bachelor Of Arts - Philosophy
Adekunle Ajasin University
O Do State03.2017
Skills
Expert communicator
Accomplishments
- Collaborated with team of Number in development of Project name.
Languages
English
Yoruba
Certification
Data Analysis and Management
Timeline
Call Centre Agent
Global Ventures
10.2022 - Current
Customer Service Representative
Don API West Africa Limited
07.2020 - 08.2022
Data Analysis and Management
08-2019
Bachelor Of Arts - Philosophy
Adekunle Ajasin University
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