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ADEDAYO OGUNDEJI
CUSTOMER SERVICE REPRESENTATIVE
Lagos, Nigeria • - •-• LinkedIn
PROFESSIONAL SUMMARY
Experienced and detail-oriented Customer Service Specialist with a proven track record of delivering exceptional
support across diverse industries. Skilled in handling high volumes of customer interactions, resolving
complaints, and providing tailored solutions to ensure satisfaction. Proficient in communication, conflict
resolution, and managing user experiences, with a deep understanding of process optimization and customer
relationship management. Adept at navigating complex customer issues, consistently exceeding performance
metrics, and fostering strong relationships with clients and team members alike. Committed to enhancing
customer satisfaction through empathy, professionalism, and innovative problem-solving strategies.
SKILLS
●Customer Relationship Management (CRM)
●Conflict Resolution
●User Guides and Documentation
●Content Strategy and Development
●Verbal and Written Communication
●Active Listening
●Problem Solving
●Time Management
●Client Onboarding
●Process Improvement
●Product Knowledge Development
●Sales and Upselling Techniques
●Team Collaboration
●Project Management
●Multitasking
●Complaint Resolution
●Customer Retention
●Call Center Operations
●Email and Chat Support
●Appointment Scheduling
●Performance Tracking
●Reporting and Data Analysis
●HIPAA Compliance
●After-Sales Support
WORK EXPERIENCE
Customer Service Representative
Kinghaven Counseling Group, Houston, Texas - Remote, USA
08/2023 - Current
● Efficiently managing and resolving over 90 customer inquiries daily via phone and email, ensuring
high-quality service delivery and consistently achieving a customer satisfaction rate of over 90%.
● Onboarding new patients, guiding them step-by-step through registration processes and ensuring all
required documentation is completed accurately and on time.
● Communicating appointment details, including date, time, location, and provider information, resulting in
a reduction of scheduling errors and improving patient preparedness for appointments.
● Handling over 100 customer complaints with empathy, patience, and professionalism, achieving timely
resolutions that boost overall customer satisfaction and retention.
● Maintaining detailed records of all customer interactions, tracking call logs and issue resolutions to
generate performance reports and identify areas for service improvement.
● Managing the scheduling and rescheduling of appointments based on patient preferences, consistently
ensuring that appointment availability meets patient demands and operational requirements.
● Ensuring compliance with HIPAA regulations, safeguarding sensitive patient information and clinic
privacy policies at all times, preventing data breaches.
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Customer Service Representative
Holla Memorial School, Ifako - Lagos state, Nigeria
01/2020 - 07/2023
●Provided exceptional customer service to more than 200 students, parents, and staff members weekly,
effectively addressing inquiries, concerns, and requests in a professional manner.
●Assisted parents with over 150 annual enrollment procedures, clearly explaining admission requirements
and processing documentation to facilitate a smooth admission experience.
●Managed the school's main office operations, including handling an average of 30+ daily phone calls,
scheduling appointments, and maintaining organized records of more than 500 students and staff.
●Collaborated with the administrative team to streamline and improve office procedures, reducing
operational inefficiencies and enhancing overall customer service.
●Established and maintained high-touch relationships with students, parents, and staff through consistent
communication and a service-oriented approach, fostering trust and long-term engagement.
●Supported school events by managing logistical details, ensuring that all participants had accurate
information, and that event goals were met successfully.
●Developed and maintained effective tracking systems for student attendance and performance, regularly
reporting findings to the school administration to support decision-making.
Customer Service Representative
Collegial Continental Limited, Lekki - Lagos state, Nigeria
08/2017 - 12/2019
●Responded to over 90 daily customer inquiries via phone, email, and chat, resolving issues and addressing
concerns efficiently to improve customer satisfaction.
●Managed and resolved complex customer complaints while maintaining a consistent customer
satisfaction score of over 90% across all communication channels.
●Developed extensive product and service knowledge, enabling swift identification of customer needs and
providing accurate information to enhance service delivery.
●Achieved monthly performance targets for call response times and issue resolution, contributing to the
department's overall success in meeting service-level agreements.
●Assisted in training and mentoring new customer service team members, providing guidance on best
practices to improve team performance and cohesion.
●Processed orders for new and returning customers, ensuring accurate input of customer information into
the CRM system and reducing order entry errors.
●Proactively contacted customers to follow up on recent purchases, providing post-sale support and
resolving any outstanding issues to strengthen customer retention.
EDUCATION
Barrister at Law (B.L.): Law
Nigerian Law School, Bayelsa - Nigeria
Bachelor of Law (LL.B.): Law
Obafemi Awolowo University, Ile-Ife - Nigeria
TOOLS
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Customer Relationship Management : Zendesk, Freshdesk, Zoho
Project Management Tools: Asana, Trello, Jira
Communication Platforms: Slack, Microsoft Teams, Zoom, Google Meet
Documentation Tools: Microsoft Office Suite, Google Workspace
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CERTIFICATIONS
ALX AI Career Essentials
ALX
Product Management
EntryLevel
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Project Management in Global Health 2020
University of Washington
