Customer Service Representative
Resume:
Jekeli Paulina Ejima
** ****** ******, ***** ***,B1A 5B9
E-mail: *************@*****.*** Tel: 647-***-****
Over SUMMARY Six (7) years of experience in administration. A dedicated and customer-focused professional seeking a Customer Service Representative position where I can leverage my strong communication skills, problem-solving abilities, and financial knowledge to provide exceptional service to clients and contribute to the success of the bank. Driving the bank towards its goal and achieving notable successes I am a highly motivated and dependable professional with exceptional technological skills, a strong work ethic, and good leadership skills. HIGHLIGHT OF SKILLS
● Customer service
● Problem-solving
● Proficient in handling cash transactions and maintaining accuracy
● Written and verbal communication in English
● Multi-task across functions
● Knowledgeable about banking products and services
● Excellent with Microsoft office suite/Google workspace
● Excellent telephone etiquette
● Identify needs & suggest product solutions
● Great team player
● Fairly spoken French language
● Familiarity with banking regulations and compliance
● Detail-oriented with a high level of accuracy
● In depth knowledge of database and SQL, Excel and Tableau. PROFESSIONAL EXPERIENCE
NTT Data - Collabria Credit Cards Canada
Customer Service Specialist April 2024 till date
● Provides support to credit cardholders via phone and email.
● Assist with account inquiries, billing issues, and disputes.
● Educate customers about credit card features and benefits.
● Resolve customer complaints and escalate issues as needed.
● Process credit call applications
● Troubleshoot credit card when giving decline errors/not working Foundever-TurboTax Canada
Consumer Growth Product Support January 2024- A p r il 2024
● Providing exceptional customer service via phone, email, chat, or other communication channels.
● Assisting customers with product navigation, troubleshooting, and technical support related to the software.
● Resolving customer concerns, complaints, or questions in a timely and professional manner.
● Educating customers on how to use various features of the tax software to maximize their tax preparation experience
● Troubleshooting and resolving software-related issues, including installation problems, error messages, and data entry errors.
● Escalating complex technical issues to higher-level support teams or software engineers, if necessary.
● Documenting customer interactions, including details of inquiries, resolutions, and follow-up actions, in the support ticketing system.
● Collaborating with other team members to continuously improve support processes, knowledge bases, and customer satisfaction.
● Staying updated on changes to tax laws, regulations, and software updates to provide accurate information and assistance to customers
● Upholding company’s standards of professionalism, integrity, and confidentiality in all customer interactions. Cape Breton University Students’ Union Canada
Administrative Support August 2023 – Dec 2024
● Engaged in providing services to students enrolled at the Cape Breton University
● Manages the day-to-day operations of the Student Union office
● Maintains office supplies, equipment and organization
● Assist in planning and organizing events, meetings, and activities sponsored by the Student Union
● Help with logistical arrangements for events, such as room reservations, catering, and equipment setup
● Issues, records, and prepares CBRM Transit passes
● Respond to inquiries from students and members regarding membership benefits and privileges
● Manages incoming and outgoing communication, including emails, phone calls, and in-person inquiries Salvation Army Canada
Volunteer November 2023
● Assisted with food distribution and fundraising events
● Managed inventory and restocked shelves
● Provided excellent customer service to clients
African University of Science and Technology Nigeria Admissions Administrator Nov. 2021 - June 2023
● Determined admissibility, transferability of credit, and residency for new and transferred undergraduate students; classified and placed students into appropriate academic units.
● Data storage and management for the admissions office
● Visited schools and colleges to develop partnerships with the university, coordinated community workshops, retreats, and on-site admissions programs.
● Advised students regarding educational opportunities and options, admissions and other requirements, policies and procedures, transfer of credit as appropriate.
● Prepared reports and proposals, responded to inquiries from students and external agencies.
● Developed operating goals and objectives for the unit; implemented and administered methods and procedures to enhance operations, as appropriate to the unit. African University of Science and Technology Nigeria Executive Assistant to the President October 2018 - November 2021
● Ensured the highest level of discretion and confidentiality
● Scheduled appointments, meetings and events for the executives, coordinated the various stakeholders to ensure efficient use of their time.
● Handled travel logistics, including booking flights, hotels, transportation and preparing travel itineraries Managed emails, phone calls and other forms of communication on behalf of the executive.
● Responded to inquiries or redirected them to the appropriate parties.
● Drafted and edited documents, reports, presentation and other materials for the executives, often requiring attention to detail and confidentiality
African University of Science and Technology Nigeria Academic Administrative Assistant June 2016 - Oct. 2018
● Coordinated both Masters' and Doctoral Thesis Defense
● Sends and receives correspondence on behalf of the department
● Organized and Coordinated field trips for students
● Assisted faculty in creating a simulative training experience for students
● Provided administrative support to both visiting and resident faculty
● Provided data storage and management
Mark de Rock Microfinance Bank Nigeria
Customer Service Officer/Teller January 2014 - May 2014
● Responded to questions about a company’s products or services
● Processed orders and transactions
● Delivered information about a company’s offerings
● Provided proactive customer outreach
● Handled customer complaints
● Collected and analyzed customer feedback
● Tracked customer service KPIs and metrics
● Processed customer transactions, including deposits, withdrawals, and loan payments, with a high level of accuracy.
● Maintained a balanced cash drawer and conducted financial transactions, including issuing money orders and cashier's checks.
CERTIFICATIONS AND TRAININGS
● Administrative Staff College of Nigeria – Administrative Principles, Practices and Processes
● Administrative Staff College of Nigeria – Result Oriented Management for Administrators
● Alpha Partners Institute – Effective Office Management and Administration Skills
● Institut de Français - Diplôme d’études en Langue française
● Centre International de Recherche et d’Etude de Langues - Français Langue Etrangère (FLE) LEADERSHIP EXPERIENCE
● Center for Project Based Learning with NJCTL (N e w Jersey Centre for Teaching and Learning) Administrative Officer
● PAMI (Pan African Materials Institute) -ACE (African Center for Excellence) Administrative Officer
● PASET (Partnership for Skills in Applied Sciences, Engineering and Technology) Regional Scholarship and Innovation Fund (RSIF)
Executive Secretary
EDUCATION
Federal University of Technology Nigeria
Bachelor of Technology in Mathematics and Computer Science 2013 Cape Breton University Canada
Post Baccalaureate in Business Analytics 2024
REFERENCE
Dawn Macdougall
Executive Director
Cape Breton University Students’ Union
Tel:+1-902-***-****
E:***************@***.**
Krishma Solanki
Supervisor
Foundever-Turbotax
E: ***************@******.***
April Roberts
Team Leader
Collabria Canada
Business Process
Outsourcing NTT
E: *****.*******@********************.***
Contact this candidate