OLAIYA OPEYEMI BALIKIS
CUSTOMER SERVICE REPRESENTATIVE
▪ Cell: - ▪ Address: No. 5 Tawaliu Ajaju Street, Abisogun Avenue Lagos
▪ Linkedin: http://linkedin.com/in/opeyemi-olaiya-ba-
▪ Email:-
SUMMARY OF PROFESSIONAL PROFILE
Dedicated and results-oriented Customer Service Representative with over five (5) years of
experience in providing exceptional support and ensuring high levels of customer satisfaction.
Proven expertise in handling customer inquiries, resolving complaints, and managing accounts in
fast-paced environments. Strong communication and interpersonal skills, coupled with a keen
ability to empathize with customers and address their needs effectively. Adept at utilizing CRM
systems, managing large volumes of calls, and delivering solutions that enhance customer loyalty
and retention. Recognized for a proactive approach, excellent problem-solving abilities, and a
commitment to continuous improvement and professional development. Seeking to leverage my
skills and experience to contribute to a dynamic team and drive customer success.
CORE COMPETENCIES
Financial Analysis ▪ Customer Relation Management ▪ Risk Management ▪ Financial Product
and Service ▪ Teamwork and Collaboration ▪ Technology and Digital Banking ▪ Ethical Conduct
and Integrity ▪ Data Analysis ▪ Decision Making ▪ Sales and Business Development
CAREER HIGHLIGHTS AND ACHIEVEMENTS
▪ Consistently achieved a customer satisfaction rating of 95% or higher by providing timely,
accurate, and empathetic support across various communication channels. Successfully resolved
complex issues related to shipment delays, damaged goods, and account management, leading to
increased customer loyalty and repeat business.
▪ Played a pivotal role in streamlining the order processing and returns handling procedures,
resulting in a 30% reduction in processing time. Collaborated with cross-functional teams to
implement best practices and automation tools, significantly enhancing operational efficiency
and customer experience.
▪ Successfully collected and analyzed customer feedback through regular satisfaction surveys
and interactions, identifying key areas for improvement. Presented actionable insights to
management, contributing to the development of new training programs and service
enhancements that boosted overall service quality and customer retention by 20%.
PROFESSIONAL EXPERIENCE
Stuba (Virtual)
July 2023 – May 2024
Virtual Customer Support Executive
Responsibilities:
▪ Respond to customer inquiries via phone, email, and chat within defined service level
agreements, ensuring timely and accurate resolutions, utilizing software such as HubSpot, and
LiveChat.
▪ Handle and resolve customer complaints with a focus on first-contact resolution, utilizing
critical thinking and problem-solving skills.
▪ Maintain an in-depth understanding of the company's products and services, providing expert
advice and detailed product information to customers.
▪ Accurately document and update all customer interactions and transactions in the CRM system,
ensuring data integrity and completeness.
▪ Identify and escalate critical issues to senior support staff or management, following
established escalation protocols to ensure swift resolution.
▪ Conduct proactive follow-ups with customers post-interaction to ensure complete satisfaction
and to gather feedback for continuous improvement.
▪ Collaborate with cross-functional teams to streamline processes and improve the overall
customer experience, contributing to the development of best practices.
Hallmark HealthCare Solutions
August 2022 - October 2023
Customer Service Representative
Responsibilities:
▪ Efficiently respond to patient and healthcare provider inquiries via phone, email, and live chat,
ensuring all questions are answered accurately and within specified response times.
▪ Maintain an in-depth understanding of Hallmark HealthCare Solutions' products and services,
including electronic health records (EHR) systems, telehealth platforms, and patient management
tools, to provide informed support.
▪ Address and resolve a wide range of patient and provider issues, from billing and insurance
claims to technical problems with healthcare software, striving for first-contact resolution.
▪ Accurately document all patient interactions and updates in the CRM system, ensuring the
integrity and confidentiality of patient records in compliance with HIPAA regulations.
▪ Conduct follow-up communications with patients and providers to ensure their issues have
been fully resolved and to assess their satisfaction with the service received.
▪ Work closely with other departments, such as IT support, billing, and clinical staff, to resolve
complex issues and improve the overall patient experience.
▪ Participate in ongoing training and professional development opportunities to stay current with
industry trends, healthcare regulations, and company products, and contribute to the continuous
improvement of customer care processes and protocols.
Globacom (Virtual)
October 2021 - June 2022
Virtual Customer Support Representative
Responsibilities:
▪ Provide comprehensive assistance to customers regarding network-related issues, such as signal
problems, internet connectivity, and service outages. Utilize diagnostic tools to troubleshoot and
resolve technical problems remotely, ensuring minimal disruption to customer service.
▪ Assist customers with inquiries related to their accounts, billing statements, and payment
processes. Resolve discrepancies, process payments, set up automatic billing, and guide
customers through the steps to manage their accounts online, ensuring a seamless billing
experience.
▪ Offer detailed information about Globacom's products and services, including mobile plans,
data packages, and value-added services. Help customers choose the best options based on their
needs and usage patterns, ensuring they are fully informed about all available offerings.
▪ Handle a wide range of technical support queries, including SIM card activation, mobile device
configuration, and software updates. Provide step-by-step instructions to customers for resolving
common technical issues, enhancing their overall experience with Globacom services.
▪ Conduct follow-ups with customers to ensure that their issues have been resolved satisfactorily.
Collect and document customer feedback regarding their service experiences, and relay this
information to relevant departments for continuous improvement. Strive to maintain high
customer satisfaction and retention rates through proactive engagement and support.
Audika (Virtual)
April 2020 - September 2021
Virtual Customer Service Representative
Responsibilities:
▪ Provide personalized consultation and support to clients via phone, email, and chat, addressing
inquiries related to hearing care services, product offerings, and appointment scheduling,
leveraging technologies like Avaya, Five9.
▪ Assist clients with troubleshooting and resolving issues with hearing aids and other hearing
healthcare devices, offering remote guidance and technical support to ensure optimal device
performance.
▪ Manage and coordinate appointments for clients with Audika clinics across Australia, ensuring
efficient scheduling and confirming appointment details to minimize disruptions and enhance
client convenience, leveraging tools like Calendly, Scheduling Manage.
▪ Educate clients on the importance of hearing health, the benefits of Audika’s products and
services, and how to properly use and maintain their hearing devices through virtual
consultations and informational sessions.
▪ Maintain accurate and up-to-date client records in the CRM system, documenting all
interactions and ensuring the confidentiality and security of client information in compliance
with regulatory requirements.
▪ Collect and analyze client feedback to identify trends and areas for improvement in Audika’s
services and products, collaborating with cross-functional teams to implement enhancements that
drive client satisfaction and loyalty.
GIG (Virtual)
April 2019 - April 2020
Virtual Customer Service Representative
Responsibilities:
▪ Provide exceptional support to customers via phone, email, and live chat, addressing inquiries
related to shipment tracking, delivery schedules, and logistics services with accuracy and
efficiency, utilizing software such as Microsoft Outlook and Avaya.
▪ Proactively resolve customer issues, such as lost or delayed shipments, damaged goods, and
incorrect deliveries, by coordinating with internal teams and utilizing problem-solving skills to
ensure timely and satisfactory resolutions.
▪ Assist customers with setting up, managing, and updating their accounts, ensuring all
information is accurate and secure, and guiding them through the logistics service offerings and
features.
▪ Monitor and communicate the status of shipments and deliveries to customers, providing
real-time updates and addressing any concerns related to the logistics process.
▪ Accurately document all customer interactions and transactions in the CRM system,
maintaining comprehensive records that support seamless follow-up and future reference.
▪ Ensure compliance with company policies, industry regulations, and best practices in all
customer interactions, maintaining high standards of professionalism and ethical conduct.
▪ Gather customer feedback on services provided, compiling reports and sharing insights with
management to drive continuous improvement in service quality and operational efficiency.
TECHNICAL SKILLS AND ABILITIES
▪ Customer Relationship Management (CRM) Systems ▪ Multichannel Communication
▪ Technical Troubleshooting ▪ Data Entry and Management ▪ Order Processing Systems
▪ Customer Feedback Analysis ▪ Conflict Resolution and Problem-Solving ▪ Product and Service
Knowledge ▪ Time Management and Prioritization ▪ Software Proficiency (e.g., Microsoft Office
Suite, Zendesk, Slack, Trello)
EDUCATION
B.Sc. Public Administration
University of Ilorin
October 2017 - December 2022
CERTIFICATION
▪ Certificate of National Youth Service Corps (NYSC)
▪ Customer Service: Problem Solving Troubleshooting
April 2024
November 2022
