MADESOLA FAMAIYE
Indianapolis
Summary
Customer care representative with expertise in complaint resolution, order processing, and performance metrics analysis. Proven track record in enhancing productivity and delivering exceptional customer support.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
CraftMark Bakery
Indianapolis
02.2023 - Current
- Resolved customer complaints by applying company policies and procedures, ensuring customer satisfaction and retention.
- Assisted customers with inquiries and product information across multiple communication channels.
- Processed orders, returns, exchanges, refunds, and payments with high accuracy.
- Compiled weekly performance metrics, including customer satisfaction (CSAT) and ticket request volume, to inform management decisions.
- Anticipated customer needs to enhance productivity and elevate service levels.
- Provided exceptional support to enhance overall customer experience and foster loyalty.
Customer Care Representative
GXO
Indianapolis
12.2020 - 01.2023
- Tracked orders with company software, providing real-time location data of freight to shippers and customers.
- Delivered fast, friendly service for routine questions and service complaints, ensuring customer satisfaction.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Supported customers during high call volumes, addressing inquiries and concerns efficiently.
Sales Representative
Access Insurance Services
Indianapolis
02.2018 - 10.2020
- Cultivated strong client relationships through effective communication, resulting in increased client satisfaction and retention.
- Generated new sales leads through cold calling and networking, contributing to overall sales growth.
- Presented tailored insurance policy options aligned with client needs and preferences.
- Negotiated pricing contracts with customers, optimizing profitability and aligning with market trends.
Customer Solutions Agent
Fedex
Providence
11.2015 - 10.2017
- Anticipated customer needs and delivered support, contributing to enhanced customer service levels.
- Followed up with customers post-resolution to confirm satisfaction and gather insights for future enhancements.
- Assisted with onboarding of new customers by providing guidance on product features and services.
- Analyzed customer feedback to identify and recommend improvements in products and services.
Education
Bachelor of Science - International Relations
OAU University
High School Diploma -
HOPE BAY COLLLEGE
Skills
- Issue resolution
- Order processing
- Service optimization
- Metrics analysis
- Software applications
Timeline
Customer Care Representative
CraftMark Bakery
02.2023 - Current
Customer Care Representative
GXO
12.2020 - 01.2023
Sales Representative
Access Insurance Services
02.2018 - 10.2020
Customer Solutions Agent
Fedex
11.2015 - 10.2017
Bachelor of Science - International Relations
OAU University
High School Diploma -
HOPE BAY COLLLEGE