Vivian Ajayi

Experienced Customer Service Representative with over 6 years of expertise in the financial and hospitality sector. Proven track record in managing customer inquiries, solving complex problems, and providing an exemplary level of service. Seeking a position to leverage my skills and experience to enhance customer satisfaction and support team development in a growth oriented organization.

SENIOR CUSTOMER SERVICE REPRESENTATIVE - AXIOS CLINICAL SOLUTIONS

(2023-10)

• Managed high-volume customer inquiries, ensuring timely and accurate responses to both domestic and international clients.
• Handled comprehensive inbound and outbound call flows to efficiently schedule, reschedule or cancel clients appointments based on real-time availability.
• Analyzed customer feedback to identify service improvement areas, leading to an increase in overall customer satisfaction.
• Conducted weekly team meetings to address challenges, share best practices, and foster open communication.
• Utilized advanced problem-solving skills to handle escalated customer complaints, achieving a high-resolution rate
• Received accolades and recognition from customers and supervisors for consistently delivering outstanding customer service and exceeding performance expectations.
• Maintained a calm, courteous, and professional demeanor while successfully de-escalating conflicts and managing moments of customer dissatisfaction.

CUSTOMER SERVICE REPRESENTATIVE - EXCEL SOLUTIONS

(2021-08 - 2023-09)

• Delivered timely, accurate, and professional customer service to all incoming inquiries, maintaining a 98% resolution rate.
• Responded to customer inquiries related to account balances, transaction details, and general procedures.
• Ensured all customer data and interactions are recorded accurately in the Customer Relationship Management (CRM) system.
• Attended regular training sessions to stay updated on products, services, and standard operating procedures.
• Managed a high volume of over 150+ daily inbound/outbound customer interactions, covering new customer sign-ups, data retrieval, product presentations, and service cancellations

CALL CENTER AGENT - OAKVIEW CAPITAL LLC

(2018-06 - 2021-07)

• Served as the primary point of contact for customers, delivering exceptional service and support through various communication channels, including phone, email, live chat, and social media platforms.
• Responded promptly and courteously to customer inquiries, complaints, and requests, consistently providing accurate and relevant information to address their needs effectively.
• Demonstrated a deep understanding of our products, services, and company policies, enabling the ability to confidently assist customers and answer their questions.
• Proactively identified and resolved customer issues, leveraging strong problem-solving skills to ensure swift resolution and maintain high levels of customer satisfaction.
• Maintained meticulous records of customer interactions, transactions, comments, and complaints in the appropriate systems, ensuring accuracy and accessibility for future reference.

BACHELOR OF SCIENCE - ECONOMICS - BOWEN UNIVERSITY