Olumide Fabunmi
Clonsilla,Dublin
Summary
With over 11 years of experience as a dedicated and detail-oriented customer service representative, consistently delivering outstanding service and support to clients in fast-paced environments. Expertise in managing inquiries, resolving complaints, and providing accurate information to enhance the customer experience. Possesses strong communication and interpersonal skills, effortlessly building rapport and fostering positive relationships. Proficient in CRM software, equipped with a problem-solving mindset that efficiently addresses customer needs. Demonstrates commitment to maintaining high levels of customer satisfaction through effective conflict resolution and proactive assistance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service / Passenger Service
Irish Ferries
08.2024 - Current
- Resolves customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handles customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assists customers with varying questions using product knowledge and service expertise.
- Maintains excellent client satisfaction by providing in-depth support.
- Obtains feedback from customers to improve service experience.
- Maintains customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Adhered strictly to policies and procedures for continued company compliance.
- Verifies customer passports and documentation to travel.
- Check-in luggage and confirmed carry-on items met security requirements.
- Stays updated on changes to travel regulations and required documentation.
- Led timely check-in procedures to facilitate departures in line with schedule.
- Reviews passports and travel documentation, issuing boarding passes upon completion.
- Respond calmly to help distressed, confused or lost passengers.
- Announces flight status updates and information about gate changes over PA system.
- Tag luggage's and routed to appropriate location for loading and screening.
- Monitors security and maintained operational protocols.
- Instructs passengers on safety and emergency procedures and answered passenger enquiries.
- Process travel deposit and balance payments accurately, maintaining records of receipt.
- Escort passengers with mobility issues to and from transport.
- Records accurate passenger information to eliminate ticketing errors.
Customer service representative
GLS logistics
10.2023 - 07.2024
- Handles customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assist customers with varying questions using product knowledge and service expertise.
- Boosted monthly sales revenue by skillfully promoting diverse product and service options.
- Manages high-volume customer queries simultaneously through effective multitasking.
- Maintains customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Participates in regular training to maintain up-to-date knowledge on company products and policies.
- Assist customers with product complaints, logging issues for investigation and providing replacement items.
- Resolves customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Consistently achieved service rating targets, managing customer enquiries with personalized care and attention.
- Processes inbound customer calls, providing information on service or product upgrades
- Handles phone, email and social media enquiries with consistent customer service across multiple channels.
- Build customer rapport by providing friendly, genuine service, increasing customer retention by 95%.
- Employ's active listening and product expertise to successfully resolve inbound queries.
- Maintains compliant documentation on Salesforce for reliable company records.
Car Park management Team member
Clayton Hotel
06.2023 - 09.2023
- Enforces legal, safety and health guidelines among team members to stay compliant.
- Plan and executes promotions and sales to increase sales.
- Oversaw ordering, receiving and merchandising of new stock.
- Analyses daily, weekly and monthly sales figures to determine section profitability.
- Stays up-to-date with industry market trends, understanding forthcoming customer initiatives and monitoring competitor activity.
- Trains new employees in company policies and procedures.
- We manage and look after over 1500 cars effectively through proper ticketing and effective management.
Customer Service Manager
Mod Education
07.2021 - 05.2023
- Plans staff rota's to meet customer needs whilst remaining under budget.
- Coordinates department workflow to meet objectives and handle competing priorities.
- Leverage strong product and service knowledge to assist customers and resolve issues.
- Advises management of customer service trends, creating proactive strategies to maintain best practices.
- Collect and verified employee timesheets and reported data to payroll.
- Communicates courteously with customers by telephone and email.
- Took ownership of escalated customer issues and followed through to resolution.
- Analyze statistics and KPIs to identify potential service improvements.
- Sought customer feedback and applied data to inform service-level improvements.
- Receiving over 90 calls per day and making sure customers satisfactions are met.
- Delivers feedback constructively to enhance staff performance.
Customer Service Representative
Mod Education
01.2017 - 07.2021
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Processed inbound customer calls, providing information on service or product upgrades
- Managed 90+ daily calls, taking orders and escalated cancellations.
- Build customer rapport by providing friendly, genuine service, increasing customer retention by 95%.
- Boosted monthly sales revenue by skillfully promoting diverse product and service options.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Processed high-value payments with meticulous accuracy.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Adhered strictly to policies and procedures for continued company compliance.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Managed high-volume customer queries simultaneously through effective multitasking.
Education
Bachelor of Science - Business Administration & Management
Ekiti State University
Ekiti State05.2013
Skills
- Employee development
- New Product Development (NPD)
- Training and development
- KPI management
- Operational support
- Effective complaint resolution
- Salesforce expertise
- Customer service expert
- Shipping and receiving
- Creative problem solving
- Microsoft Tools
- Telesales techniques
- Adaptive team player
- Exceptional communicator
- Collaborative teamwork
- Written communication
Languages
English
Certification
- Diploma in Customer Service - Alison , April, 2024
- Certified Customer Service Training by KnewRow performance Engineering - August,2019
- Critical Element of Customer Service
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Results by completing Task with accuracy and efficiency.
- Documented and resolved issues which led to Results.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 90+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
References
References available upon request.
Timeline
Customer Service / Passenger Service
Irish Ferries
08.2024 - Current
Customer service representative
GLS logistics
10.2023 - 07.2024
Car Park management Team member
Clayton Hotel
06.2023 - 09.2023
Customer Service Manager
Mod Education
07.2021 - 05.2023
Customer Service Representative
Mod Education
01.2017 - 07.2021
Bachelor of Science - Business Administration & Management
Ekiti State University
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