Toyin Racheal Oguntuase

Customer Support Associate

Audien Hearing

Oct 2024 - Mar 2025 (6 months)

As a Customer Support Associate, I provided exceptional support to customers, ensuring a seamless experience in alignment with the company's mission of making hearing affordable and accessible for everyone. I managed customer accounts by offering product recommendations, resolving issues, and ensuring a smooth post-purchase experience. This included processing returns, exchanges, and warranty claims while maintaining clear communication. I drove customer satisfaction and retention by delivering empathetic, solutions-focused service in the OTC hearing industry. Additionally, I collaborated with internal teams to improve processes and enhance the overall customer experience. I troubleshot and escalated technical support incidents to next-leve

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Customer Support

Outsource Global Technologies

Dec 2022 - Apr 2024 (1 year 5 months)

As a Customer Support professional, I identified and analyzed client needs to tailor solutions that effectively address their business challenges. I built and maintained a pipeline of qualified leads through rigorous prospecting, networking, and follow-up communications. My role involved managing and nurturing client relationships to ensure customer satisfaction and long-term partnerships. I provided consultancy to customers to complete orders and handled all issues and inquiries to ensure a smooth-sailing ordering process. I followed up through phone calls (inbound), emails, and chats as necessary, resolving and managing over 200 customer inquiries weekly through a multi-channel support system, achieving a 95% customer satisfaction rating.

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Customer Support Manager/Social Media Manager

Perfect Allure Beauty Spa

Oct 2021 - Nov 2022 (1 year 2 months)

As a Customer Support Manager/Social Media Manager, I developed and executed innovative customer service strategies that significantly increased customer satisfaction and retention. I implemented targeted training programs that enhanced performance and productivity across the customer service team, fostering customer loyalty. Building and maintaining strong relationships with key clients and stakeholders allowed me to understand their needs, address concerns, and identify opportunities for service improvement. I generated engaging and relevant content for various social media platforms, including posts, images, videos, and stories, while overseeing the organization's presence on platforms such as Instagram and WhatsApp. I identified and col

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Customer Service Representative

Outsource Global Technologies

Jul 2018 - Aug 2021 (3 years 2 months)

As a Customer Service Representative, I conducted outbound calls to new and existing customers to promote products and services, while also handling inbound calls to address inquiries, provide information, and resolve issues. I effectively up-sold and cross-sold products based on customer needs and interests, ensuring a tailored approach to each interaction. Additionally, I provided after-sales support, tracking client experiences to enhance satisfaction. I followed scripts and guidelines to maintain consistency in communication and adherence to company policies. Collaborating with team members and other departments, I addressed complex customer issues and escalated unresolved complaints. Furthermore, I utilized Google Workspace tools to ef

Toyin Racheal Oguntuase

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