Oluwafunmilola O. Ebiesuwa

Customer Service Advisor @Capita

Darlington, GB

Achievements• Successfully diffused a highly volatile customer interaction involving abusive behaviour by demonstrating empathy, professionalism, and effective conflict resolution, preventing escalation and ensuring a positive outcome.• Achieved consistently high first-call resolution rates by resolving customer inquiries efficiently and effectively.• Contributed to improved customer satisfaction scores through proactive problem-solving and maintaining a customer-focused approach.Duties• Professionally manage high volumes of incoming calls from TV Licensing customers, their families, or representatives, assisting with setting up payment plans and resolving inquiries.• Handle diverse customer requests, including queries about new licenses, policy regulations, and personal detail updates, while ensuring compliance with legal requirements.• Accurately capture and input customer data into relevant systems, safeguarding data integrity and confidentiality.• Deliver exceptional customer service by resolving issues efficiently and promoting awareness of TV Licensing regulations.• Actively participate in in-house training and development opportunities to enhance skills and align with company objectives.