Olamide Folami
Calgary
Summary
I am an experienced customer service specialist with strong focus on communication, problem-solving, and empathy. I have a proven ability to support clients and adapt to changing situations while maintaining high standards. Known for fostering team collaboration and consistently achieving results and proficient in handling inquiries, resolving issues, and enhancing customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Ivari
06.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Experience Specialist
NeoFinancial
07.2022 - 05.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
Client Account Manager
AnywhereWorks
02.2021 - 05.2022
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed comprehensive reports on account performance, presenting results to senior management during regular meetings.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Conducted regular business reviews with clients to assess progress toward objectives while identifying additional areas of potential collaboration or support.
- Boosted client satisfaction by addressing concerns, providing solutions, and maintaining strong relationships.
- Leveraged data-driven insights to optimize account performance and identify trends over time.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Education
Post Graduate Diploma - Data Science
Purdue University
USA02-2022
Bachelor of Science - Biochemistry
University of Lagos
Nigeria02-2016
Skills
- Data-driven decision making
- Upselling strategies
- CRM software proficiency
- Teamwork
- Time management
- Attention to detail
- Organizational skills
- Relationship building
- Customer relationship management
Languages
French
Limited Working
English
Native or Bilingual
Timeline
Customer Service Representative
Ivari
06.2023 - Current
Customer Experience Specialist
NeoFinancial
07.2022 - 05.2023
Client Account Manager
AnywhereWorks
02.2021 - 05.2022
Post Graduate Diploma - Data Science
Purdue University
Bachelor of Science - Biochemistry
University of Lagos
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