Customer Service Support

Shola, OMOLEWU MBA, B.Tech

431-***-**** ad5v9m@r.postjobfree.com Location: Winnipeg Permanent Resident of Canada

Dedicated customer service professional with over five years’ experience in rendering support and assistance to customers. Providing excellent customer service to client to ensure customer satisfaction and continuously working in delivering customer service experience and customer support operations.

Proficient in Microsoft office applications (Excel, Word, SharePoint, PowerPoint, teams.)

CORE COMPETENCIES

Technical Skills:

Customer Relationship Management (CRM software)

Customer Engagement

Quality Management and Residential Management

Personal Banking

Problem Solving and Troubleshooting

Inventory Management and Treasury

Soft skills:

Communication skills, decision making, organizational skills and interpersonal skills, detailed- oriented, critical thinking, collaboration, Leadership, courteous, Attention to detail, strategic, time management, conflict resolution, confidentiality, innovative, self-starter, Teamwork, Multitasking, Problem solving, working in fast-paced environment and independently, reliability.

EDUCATION & CERTIFICATION

B.Tech. Accounting Ladoke Akintola University of Technology 2001 – 2006

PROFESSIONAL EXPERIENCE

Members Representative February 2024

Assiniboine Credit Union Winnipeg, Canada

Managed a high level of customer service by attending to members and visitors in a courteous and professional manner, ensuring all advice and service delivery standards are met and exceeded.

Analyze the members’ needs to determine alternative credit union services and products that will benefit the customer needs.

Assisting with customer applications submitted by members.

Managed advice and service delivery on credit card products, ensuring that referrals are directed to the appropriate person or department within the credit union.

Solicited new members through marketing and contribute to the overall business development through service excellence and product knowledge.

Meet personal and referral targets, as well as work in collaboration to successfully achieve overall branch and business targets.

Coordinated transactional service to members by processing cash/cheque deposits, invoices, withdrawals, loan and utility payments, money orders.

Maintained open communication with teams, line manager and senior management.

Managed members financial services and business banking at optimal level while adhering to regulatory requirements.

Customer Service Specialist October 2023- November 2023

Hinduja Global Solutions (HGS) Canada

Demonstrated empathy and reassurance to beneficiaries and other callers during sensitive situations, ensuring their concerns were effectively addressed.

Build strong and lasting relationships of commitment with customers by ensuring prompt and effective resolution of their inquiries and issues.

Manage and revise the customer information systems and maintained proper documentation in the user manual, classification of files for tracking and reporting purposes.

Monitor and respond to customer feedback, gathering insights to improve products and services and enhance overall customer satisfaction.

Providing strategic advice and guidance to customers

Generated and delivered statements and requested reports on a regular basis to clients and internal stakeholders.

Managing and resolving customer inquiries by providing detailed information, troubleshooting steps, and offering solutions to enhance overall customer experience.

Coordinated service desk and the helpdesk to ensure a smooth working environment.

Managed testing and replicating issues to define and close support tickets efficiently.

Troubleshoot bugs, errors, and technical issues, ensuring detailed information is logged into tracking system and resolutions are communicated to customers.

Collection and Recovery Specialist January 2022- December 2022

BNP Paribas Birmingham, United Kingdom

Achieved a 20% increase in payment compliance through follow up with debtors with overdue payments, recovering 80% of the delinquent accounts and balance reduced by 10%

Proposed and implemented 3 process enhancements, resulting in a 15% reduction in operational bottlenecks.

Maintained 100% compliance with credit union policies and risk management protocols, preventing fraudulent activities such as money laundering

Manage inbound calls, outbound calls, chat and providing quality service to both internal and external customers.

Safeguarding of cash, licensing, and sensitive member information, achieving a 100% compliance rate with data protection regulations.

Implemented process improvements that resulting to a 20% reduction in average call handling time and a 15% increase in customer satisfaction.

Negotiated payment arrangements on average for 50 customers monthly, resulting in a 10% increase in collections and adherence to statutory regulations.

Resolved client issues with accuracy and managed customer debt cases, including prevention of fraudulent transactions, credit file reconciliation and collection maximization using issue resolution procedures.

Supported billing operations by verifying insurance information, third party billing and resolving billing discrepancies.

Ensured successfully resolve issues to foster building relationships, contributing to a 15% increase in customer retention.

Customer Service January 2014- September 2021

GibraWhite Lagos, Nigeria

Managed claims handling and ensure customer enquiries, questions to all claims is resolved within specified time frame to foster strong client relationships

Verifying of customers claims, set up deliveries, book service calls and queries through telephone questioning techniques

Maintain and regularly update customer data in the knowledge management database.

Managed purchase quotes, portfolio ensuring availability of inside sales, erp, return authorizatiion requests for the different region, updating and ensuring purchase orders are complete for dispatch with all necessary information.

Collaborate with director to implemetn annual plan and develop workable solution

Processed new contracts, create customer account and schedule installation, as required

Print and distribute service work orders and route tickets, close work orders and bill out once completed

Support identification of current and future strategic priorities, including operational activities and developing business cases for recommendations.

Liaise with internal and external stakeholders to maintain and deliver upon project objectives and outcomes.

Ensure meticulous member records management and data entry tasks.

Assist with the creation, development and implementation of resources and programs.

Coordinate and host information meetings with members.

Provide project management coordination to initiatives related to member services offerings.

Coordinate service level agreement and understanding personal bankiong needs of intending customers.

Maintain and manage contracts and documentation as it related to member services.

Prepare and review of reports, conduct research, and compile relevant data.

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