FUNMILAYO ADEKUNLE
Edmonton,AB
Summary
Dynamic and customer-centric customer service specialist with over 4 years of diverse experience spanning the insurance, cryptocurrency exchange, and telecommunications industries. Recognized for a strong commitment to delivering superior customer service, efficiently resolving inquiries, and adhering to regulatory standards.
Professional in client services, bringing valuable experience to manage and enhance client relations. Known for effectively addressing client needs and resolving issues to improve satisfaction and retention.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Engagement Specialist
Payward Inc.
06.2024 - 12.2024
- Handled interactions with 100 clients per day via email and live chat, providing insights on cryptocurrency trends, wallet management, and account security protocols
- Achieved a consistent customer satisfaction rating of over 90%
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Collaborated with internal departments to develop comprehensive solutions for complex client needs.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Specialist
HGS Canada
08.2023 - 12.2023
- Answered 100+ inbound calls daily and maintained an average handle time of four minutes per call
- Assisted customers with billing inquiries, account maintenance, and product/service orders
- Documented all customer interactions meticulously, ensuring accurate records within the Rogers CRM system
- Managed high call volume while maintaining a courteous and professional demeanor.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Associate
AIICO Insurance
01.2018 - 05.2023
- Responded to customer inquiries regarding plan enrollment, premiums, and policy renewals
- Processed claims and updated customer accounts with accurate billing and payment information
- Managed approximately 30 incoming calls and emails per day from customers with exceptional time management skills, minimizing wait times for customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Promptly responded to inquiries and requests from prospective customers.
Education
Bachelor of Science - Secretarial Administration
Tai Solarin University
Nigeria01.2014
Skills
- MS Word
- Excel
- PowerPoint
- Outlook
- Good oral and written communication
- Marketing & Sales
- Proficiency with Zendesk ticketing system
- Customer relationship building
- Active listening
- Call center experience
- Technical troubleshooting
- Technical support
Certification
- Google IT Support Professional Certificate
Timeline
Client Engagement Specialist
Payward Inc.
06.2024 - 12.2024
Customer Service Specialist
HGS Canada
08.2023 - 12.2023
Customer Service Associate
AIICO Insurance
01.2018 - 05.2023
- Google IT Support Professional Certificate
Bachelor of Science - Secretarial Administration
Tai Solarin University
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