Ola Owamara
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
KMW Healthcare Services
08.2021 - 03.2024
- Provided quality and professional customer service by assessing and responding to customer needs, using sound judgement and flexibility when recommending appropriate options/solutions
- Identified and resolved complaints, influenced to achieve a mutually satisfactory solution and followed escalation protocols, as appropriate
- Spearheaded customer referral program, increasing customer base by 15% in less than 6 months
- Helped develop new customer service rep training program that cut training time in half from 1 month to 2 weeks
- Achieved 97% average customer satisfaction rating to date, surpassing 12%
- Proposed more efficient call script to reduce average customer handling time, which was well received and implemented by management
- Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
CUSTOMER SERVICE REPRESENTATIVE
PitchPerfect Solution
03.2019 - 07.2021
- Interacted with customers over the phone and resolved certain issues as prescribed by the management
- Participated in weekly team presentations that reflected knowledge on customer satisfaction
- Wrote and forwarded formal memos to the appropriate departments whenever there was a need to escalate serious customer complaints
- Conducted customer survey over the phone
- Informed customers about their insurance benefits before transferring them over to a licensed agent
- Recorded customer complaints and escalated where necessary
- Took part in group brain-storming activities.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
CUSTOMER SERVICE REPRESENTATIVE
Air Peace
Lagos
11.2017 - 01.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Science - Business Administration
University of Lagos
Lagos04.2017
Skills
- Meets Deadlines - Continually achieved the daily mandate to make 110 successful calls, while working as customer service agent
- Multitasker - Managed a multiservice plaza with 7 businesses incorporated into 1
- Conflict Resolution - Handled and resolved staff disputes and exchanges on a regular basis
- Time Management - Completed tasks and assignments in a timely fashion while achieving desirable results
- Team Work - Worked conjointly with other call center agents to fulfill monthly targets
- Sets Goals and Achieves Them - Implemented multiple time-sensitive goals for the staff being managed and saw them to completion
- Research Skills - Conducted multiple market research studies in order to stay ahead of the competition
- Thrives Under Pressure - Compensated for a fellow call center agent's unmet goal when it came time for general call center appraisals
- Excellent Writing Skills - Constantly prepared emails and memos distributed within and outside the organizations
- Motivational Skills - Inspires and deterred call center agents from going on a violent strike when wages were delayed for a couple of months
- Exceptional Interpersonal Skills - Maintained excellent relationships with both customers and suppliers while working as an administrative manager
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
CUSTOMER SERVICE REPRESENTATIVE
KMW Healthcare Services
08.2021 - 03.2024
CUSTOMER SERVICE REPRESENTATIVE
PitchPerfect Solution
03.2019 - 07.2021
CUSTOMER SERVICE REPRESENTATIVE
Air Peace
11.2017 - 01.2019
Bachelor of Science - Business Administration
University of Lagos