Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
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ADEOLA YUSUF

Mississauga,ON

Summary

Diligent customer service representative bringing proven customer relations and problem-solving abilities. With a strong background in helping customers with diverse needs. Competent with telephone, email, and chat inquiries. Calms individuals dealing with highly stressful situations. Balances scripted responses with personal expertise to quickly resolve inquiries.

Work effectively in fast-paced environments to build trust and resolve complex issues. Tech-savvy professional equipped with the knowledge and relationship-building abilities necessary to drive retention and key satisfaction metrics.

Overview

6
6
years of professional experience

Work History

Customer Care Associate

CAREWELL
05.2023 - Current
  • Helping, supporting, and caring for customers through quality conversation and customer service experience.
  • Assisting with inquiries about products and recommending products that best serve customers’ interests
  • Resolving customers' issues and complaints effectively and efficiently and collaborating with cross-functional teams, such as technical support to ensure timely resolution.
  • Effectively communicating with customers regarding order placements, reorders, order status, returns, and website navigation.
  • Accurately documenting customer interaction, inquiries, and resolutions using the company’s CRM software.
  • Demonstrating an in-depth understanding of Carewell’s products, and staying updated on new features, pricing, and promotions.
  • Utilizing this knowledge to provide accurate and relevant information to customers
  • Managing customers' accounts by updating personal information, processing subscription renewals, and addressing account-related inquiries.
  • Proactively identifying upselling or cross-selling opportunities to enhance customer satisfaction and drive up sales.
  • Summarize customer feedback and recurring issues and recommend improvement measures to the manager.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Collaborated with cross-functional teams to identify areas of improvement in the customer experience journey.
  • Handled escalated customer concerns, achieving high levels of resolution and satisfaction.

Customer Care Representative

KOYA COMMUNICATIONS
10.2019 - 02.2023
  • Created personalized experiences for customers by recommending unique solutions based on service and product inquiries.
  • Provided support for customers through inbound calls and email daily by engaging them to understand their unique needs, document their needs, and address their concerns.
  • Escalated other customer technical and support-related issues where necessary and followed up for speedy resolutions.
  • Effectively communicated with customers professionally and concisely.
  • Employed empathetic and interpersonal skills to build rapport with contacts of varied backgrounds.
  • Verified contact identity prior to disclosing confidential information.
  • Experienced in troubleshooting issues and owning the resolution for the customers.
  • Resolved an average of 100 inquiries per week to consistently meet performance benchmarks, including speed, accuracy, and volume.
  • Working effectively from home in a suitable space, collaborating and sharing knowledge with teams to achieve team goals and company objectives.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Communicated with clients regarding account services, statements, and balances.

Client Relationship Associate

PERGAD TRAVELS
02.2018 - 08.2019
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Managed the company’s social media interactions through social media channels such as Instagram and Facebook.
  • Streamlined client onboarding procedures, ensuring a smooth transition into the company's services.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Updated organizational databases with customer information and data.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Maximized revenue by proactively building and managing key customer relationships
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
  • Increased account retention through consistent communication and relationship-building efforts.
  • Spearheaded cross-functional team collaborations for seamless service delivery to key clients.
  • Developed comprehensive reports highlighting client progress, leading to improved decision-making processes.
  • Streamlined client onboarding procedures, ensuring a smooth transition into the company's services.
  • Proactively identified opportunities for upselling, resulting in increased revenue generation per account.

Education

BACHELOR OF SCIENCE - INSURANCE

Lagos State University

Digital Marketing & E-commerce -

Coursera

Skills

  • Microsoft Office expertise
  • Call center experience
  • Time Management
  • Computer Savy
  • Organizational Skills
  • Customer Service
  • Teamwork
  • Excellent English Communication Skills (Verbal and Written)
  • Patience
  • Active Listening
  • Attentive to details
  • Problem Solver
  • Open Availability
  • Inventory Management
  • Social Media Management
  • CRM Software
  • Product Knowledge
  • Performance Metrics

References

Available on Request

Languages

English
Full Professional

Timeline

Customer Care Associate

CAREWELL
05.2023 - Current

Customer Care Representative

KOYA COMMUNICATIONS
10.2019 - 02.2023

Client Relationship Associate

PERGAD TRAVELS
02.2018 - 08.2019

BACHELOR OF SCIENCE - INSURANCE

Lagos State University

Digital Marketing & E-commerce -

Coursera

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ADEOLA YUSUF