Dare Bisiriyu
Whitby,Canada
Summary
I am a Productive, efficient and empathic Customer service representative with a proven track record of delivering results in a fast paced environment. My expertise in inventory Management, handling calls, customer service management and data entry have enabled me to streamline operations and improve efficiency at what I do. I am Very proficient in handling calls, drafting Customer emails and follow up on request and queries while ensuring quality customer interactions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Call Center Representative
Delta Dental Insurance
11.2022 - 08.2024
- Provide customers with information on available Dental Insurance plans, take ownership of customer issues, escalate critical issues, document all phone calls, manage large amounts of incoming phone calls, keep records of customer interactions, and process claims
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics
- Increased call center efficiency by 20% through adept management of high call volumes, prioritizing multitasking in a fast paced environment
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Educated customers about billing, payment processing and support policies and procedures
- Maintained up-to-date knowledge of product and service changes
- Documented every call and route enquires to the right department
- Processed claims and followed up with the claims department
- Investigated and resolved customer inquiries and complaints quickly
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Identified and resolved discrepancies and errors in customer accounts
Customer Service Representative
Old Navy-Canada
03.2021 - 11.2022
- Identify customer needs, answer questions about sizing and merchandise care, handle escalated customer issues, manage incoming inquiries, and generate sales leads
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Collaborated with team members to develop best practices for consistent customer service delivery
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Developed feedback system for customers to share their service experience, leading to actionable improvements
Contact Center Representative
MTN
05.2017 - 12.2020
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries
- Managed high call volume while remaining focused on delivering excellent customer experiences
- Resolved customer complaints with a customer first approach, boosting repeat business by 25% and driving increased brand loyalty
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process
Education
Bachelor's degree - Business Administration
University of Lagos
Diploma - Business Administration And Management
Centennial College
08.2022
Skills
- Customer retention
- Active listening
- Microsoft Excel skills
- Communication skills
- Multitasking skills
- Customer service
- Attention to details
- Call center experience
- Empathy
- Teamwork
- Patience
- Customer Complaint Resolution
Certification
Driver's License, Available
Languages
English
Full Professional
Timeline
Call Center Representative
Delta Dental Insurance
11.2022 - 08.2024
Customer Service Representative
Old Navy-Canada
03.2021 - 11.2022
Contact Center Representative
MTN
05.2017 - 12.2020
Bachelor's degree - Business Administration
University of Lagos
Diploma - Business Administration And Management
Centennial College
Similar Profiles
Victoria HamiltonVictoria Hamilton
Customer Service Representative at Delta Dental InsuranceCustomer Service Representative at Delta Dental Insurance
Tianna WilliamsTianna Williams
Quality Assurance Specialist at Delta Dental InsuranceQuality Assurance Specialist at Delta Dental Insurance
Chanchal AgrawalChanchal Agrawal
Application Developer Intern at Delta Dental InsuranceApplication Developer Intern at Delta Dental Insurance