@funmilayowilliams
Customer Service Representative at TechBridge Solutions, resolving customer inquiries and achieving a 91% first-contact resolution rate.
NigeriaAt TechBridge Solutions, I manage customer communications and help with orders, cancellations, and refunds. I escalate and track high-priority tickets, achieving a 91% first-contact resolution rate.
At DE Regeal Agency, I provided inbound phone support for a telecommunications client and resolved billing disputes, plan upgrades, and technical issues. Earlier, as a Quality Control Supervisor at ColdStone Creamery Commissary, I monitored product quality and food safety compliance.
Work history, roles, and key accomplishments
TechBridge Solutions
Jan 2023 - Present (3 years 9 months)
Managed client and career communications, ensuring timely resolution of inquiries and service issues. Assisted customers with order placement, cancellations, returns, and refunds, and escalated high-priority tickets achieving a 91% first-contact resolution rate.
DE Regeal Agency
Jan 2020 - Feb 2021 (1 year 1 month)
Provided inbound phone support for a major telecommunications client, resolving billing disputes, plan upgrades, and technical troubleshooting with minimal supervision. Consistently met or exceeded KPIs by 90%.
ColdStone Creamery Commissary
Jan 2017 - Jan 2020 (3 years)
Monitored product quality standards and ensured compliance with food safety regulations. Supervised FIFO and FEFO inventory practices to reduce waste and product expiration, and ensured compliance with GMP and HACCP requirements.
Degrees, certifications, and relevant coursework
Bachelor of Science, Business Administration
2021 -
Pursuing a Bachelor of Science in Business Administration, expected to complete in the near future.
HubSpot Customer Service Certification, Customer Service
2023 - 2023
Completed the HubSpot Customer Service Certification.
Zendesk Support Administrator Certification, Customer Support
Completed the Zendesk Support Administrator Certification.
Customer Experience Foundations, Customer Experience
Completed the Customer Experience Foundations course.
IT Tech Support certified, IT Support
Completed IT Tech Support certification.
HACCP Level 2, Food Safety
Completed HACCP Level 2 certification.
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