BOBeatrice Olabisi
@beatriceolabisi
Senior customer service representative driving retention and efficient omnichannel support.
United StatesWhat I'm looking for
I am a solutions-driven senior customer service representative with 5+ years delivering high CSAT and strong first-contact resolution across hospitality and retail environments.
I consistently achieve 94–96% CSAT and 85%+ FCR by leveraging Salesforce Service Cloud, Zendesk, and contact-center tools to streamline escalations, reduce AHT, and protect revenue through policy-compliant resolutions.
I specialize in technical troubleshooting, dispute and chargeback workflows, CRM hygiene, and process improvement, and I have a track record of recovering at-risk bookings and preventing significant refunds through standardized workflows and clear documentation.
Experience
Work history, roles, and key accomplishments
HIMaintained 94–96% CSAT and 85%+ FCR across 70+ daily hospitality cases using Salesforce and Zendesk; streamlined escalation routing and standardized macros to cut average handle time by 18% and recovered $180K in at-risk bookings.
Managed 60–80 daily omnichannel interactions sustaining 92–95% CSAT and 82–88% FCR; prevented $250K annualized refunds through policy-compliant resolutions and improved returns documentation to 98%+ QA.
PAHandled 55–75 daily cases for disputes and chargebacks with 98.5–100% QA compliance; halted $250K+ suspicious activity and shortened dispute resolution cycle by 20% through standardized evidence templates.
Education
Degrees, certifications, and relevant coursework
UFUniversity of South Florida
Bachelor of Science, Business Administration
Completed a Bachelor of Science in Business Administration with coursework supporting customer service, operations, and process improvement.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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