Tolulope Okosun

TOLULOPE OKOSUN Contact:-| - CUSTOMER SERVICE REPRESENTATIVE SUMMARY A dedicated, reliable and result-driven Customer Service Representative with over 5years of experience in providing exceptional customer service and resolving customer issues. Skilled in building rapport with customers, handling inquiries, and ensuring customer satisfaction. Strong communication and experienced with resolving complex issues and winning customer loyalty. Committed to delivering high-quality service and contributing to the success of the company. SKILLS Empathy and Emotional Intelligence Strong Communication Skills High attention to details Team work/Leadership Creative Problem-Solving Adaptability and Flexibility Time Management Multi-tasking Technical Proficiency CRM Inbound and outbound calling Google workspace Microsoft 365 Product Knowledge Salesforce PROFESSIONAL EXPERIENCE Customer Service Representative, Kent Peoples Market (USA) October 2022 - January 2025 Promoted to team lead in 6 months Developed and implemented customer service policies, procedures and standards to ensure customer satisfaction. Managed inbound and outbound calls to assist customers with inquiries and concerns, keeping a record of each customers interaction and transaction. Provided accurate and up to date product information to customers through phone, chat and email. Identify and escalate priority issues to the appropriate channels. Follow up with customers to ensure their needs are met. Train and mentor 30 team members to promote productivity and lead the staff to achieve a higher customer satisfaction. Increased customer satisfaction scores by 4.8% within 4 months of joining the company. Customer Support Officer, Ledray Fintech (UK) April 2019 - September 2022 The highest customer satisfaction rate in my team by 50% Resolved customers’ problems quickly while improving company’s image. Answered 60+ inbound and outbound calls to address customer inquiries, resolve issues and provide information on new products and services. Provided a technical support to 50,000+ customer accounts across the UK and achieved a complaint resolution quality score o 99.9%. Collaborated with team members to improve customer service processes and procedures. Documented customer interactions and solutions in the CRM system. EDUCATION Ekiti State University Bachelor of Science (2019) Biotechnology