Ifeoluwa O.
Senior Customer Service Professional
Open to offersNew to PlatformAbout
Ifeoluwa O. is a highly dedicated customer service professional with over five years of experience in the healthcare and technical support sectors. In her role as a Senior Customer Service Representative at Digital Logic, she excelled in supervising a team of 15, driving a 20% improvement in performance metrics. Notably proficient in Salesforce, she streamlined workflows to increase resolution times by 30%, and expertly managed daily customer interactions, maintaining an impressive 95% satisfaction score. She is adept at handling complex customer issues and ensuring HIPAA compliance, achieving 100% policy adherence. Her previous tenure at Art-Sci Lab saw her improve data retrieval efficiency by 25% through enhancements in internal database structures and coordination with cross-functional teams, significantly contributing to system optimization. Ifeoluwa's educational background includes a BSc. in Business Administration and Management from European University Cyprus, which further bolsters her expertise in operational strategies.
Experience
Senior Customer Service Representative
Digital Logic · 2022 — 2026Oversaw and trained a group of 15 customer service representatives, while enhancing workflows in Salesforce to expedite customer issue resolution. Handled over 50 customer interactions each day across various channels, achieving high satisfaction scores. Identified root causes of customer complaints and enacted corrective measures, along with successfully resolving high-priority cases during the initial contact. Worked with internal departments on process enhancements, developed team training materials, implemented automated reminders in Salesforce, and conducted quality assurance audits. Maintained compliance with HIPAA and documented customer interactions in the CRM, managing escalation procedures efficiently.Data Entry/Account Administrative Representative
Art-Sci Lab · 2019 — 2022Entered and validated over 2,000 data records weekly with a high accuracy rate. Enhanced internal database structures and monitored more than 500 client accounts to ensure timely updates and data accuracy. Produced weekly reports for upper management to identify trends and implemented a data validation process. Assisted with transitioning to a cloud-based system, coordinated with teams for consistency in data systems, and led a project to automate data entry tasks. Provided administrative support and trained new staff to improve efficiency, alongside developing procedures for data sharing between departments.Customer Service Representative
Thanos Consulting · 2017 — 2019Offered outstanding customer service across multiple channels while addressing inquiries from over 50 customers daily. Diagnosed customer issues, providing effective solutions on initial contact and offering troubleshooting assistance. Documented customer interactions in the CRM and educated users on utilizing company products, which increased satisfaction. Guided new hires on company processes, streamlined troubleshooting, and managed multiple requests without sacrificing quality. Conducted follow-up calls to confirm resolutions and managed billing inquiries with success.
Skills & Expertise
Education
- Bsc. in Business Administration and ManagementEuropean University Cyprus · 2020 — 2023
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