BUKOLA FABUNMI
Toronto,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Magazica Inc. | Remote
05.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Remote Customer Service Representative
Dixon Hall
06.2022 - 04.2023
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Pizza Hut
06.2021 - 05.2022
- Handle inbound customer inquiries, provide product information, and resolve issues promptly
- Process orders, returns, and exchanges efficiently, ensuring accuracy and attention to detail
- Maintain up-to-date knowledge of products, services, and company policies
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
Customer Support Specialist | Remote
The Betway Group | Remote
08.2019 - 05.2020
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
Education
Diploma - Human Resource Management
Niagara College
Toronto, ON08.2023
Bachelor of Science - Biology
Sefako Makgatho Health Sciences University
05.2018
Skills
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer Relationship Management (CRM)
- Exceptional telephone etiquette
- Handling Escalations
- Customer Relations
- Customer-focused
- Meticulous attention to detail
- Work Prioritization
- Excellent time management skills
- Exceptional communication skills
Languages
English
Volunteer Experience
Social Director, NYSC Environmental Community Development Group, 11/01/15 to 03/01/16
Conducted sensitization programs on clean market practices and sanitation.
Organized relief material distribution to IDP camps during the Kano flooding.
Hobbies and Interests
- Customer Experience Enhancement
- Continuous Learning
- Traveling
- Public Speaking
Timeline
Customer Service Manager
Magazica Inc. | Remote
05.2023 - Current
Remote Customer Service Representative
Dixon Hall
06.2022 - 04.2023
Customer Service Representative
Pizza Hut
06.2021 - 05.2022
Customer Support Specialist | Remote
The Betway Group | Remote
08.2019 - 05.2020
Diploma - Human Resource Management
Niagara College
Bachelor of Science - Biology
Sefako Makgatho Health Sciences University
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