Customer Care Service Representative

TAYO OWOLABI

***-*** ** ****** **, Calgary, AB, T2V 4Z6 613-***-**** *******.****@*****.***

PROFILE

A positive team player and customer-focused specialist with a proven ability to work in a fast-paced dynamic work environment. I am a passionate individual deeply committed to providing legendary experiences to clients and deepening relationship with all relevant stakeholders.

KEY COMPETENCIES

Excellent verbal and written communication skills with attention to details

Proven ability to use office tools like Microsoft office, skype, outlook and google suite

Efficient, resourceful, and dedicated with a track record of time management skills

Proven ability to multi-task in a fast-paced and dynamic work environment

Positive, enthusiastic attitude and customer relationship management skills

Self- motivated, energetic, result- oriented and executing with high degree of judgement

Strong interpersonal skills with proven ability to work effectively in a close team environment

Ability to recognize sales opportunities and provide solid recommendations

Flexible and adaptable to changing business priorities

PROFESSIONAL EXPERIENCE

TD Canada Trust 10/2019 – 02/2020

Digital Banking Support Specialist, Card Services

Provided customers with on-phone support for online banking enrollment, electronic statements activation and forgot username and/or password occurrences.

Troubleshot various complicated online access issues with customers in a patient manner and escalated unresolved ones to managers.

Delivered legendary customer experiences through our chat system (Live Engage) by identifying customer needs and offering tailored advice and recommendations.

Carried out general account maintenance of various accounts when required such as plastic management, pin management, credit refund, interest reversal, consolidation and redistribution, KYC, adding an authorised user, update demographics etc.

Cross-sold products available as offers to customers such as credit limit increase, balance transfer, product change etc.

Documented changes and activities carried out on accounts after each call interactions

Provided concise and helpful information through our chat systems (Live Engage) to regular and potential customers on bank products and services in a satisfied manner.

TD Canada Trust 08/2018 – 10/2019

Insurance Sales and Activation Specialist, Card Services

Worked in a statistically driven environment, measured by call quality and call productivity goals.

Provided tailored recommendations to each client based on specific needs and product type

Offered and explained benefits surrounding different products, specifically Balance Protection insurance, online statements and digital apps.

Delivered legendary customer experiences during each interaction

Consistently met efficiency requirements to ensure a positive impact on service levels to enhance customer experience

Served as my team compliance lead and contributed to effective cost and risk control through strong adherence to strict legal regulations and processes.

Bongo-Afrik Mart, Nigeria 02/2016 – 05/2017

Customer Service Representative

Answered incoming customer phone calls and took appropriate action for each call.

Identified customers’ needs, clarified information, researched every issue and provided solutions. and/or alternatives.

Kept records of all conversations in the store’s database in a comprehensible way.

Handled dissatisfied customers in a polite and professional manner and received a 100% QA for service quality.

Attended mandatory training sessions to stay updated on product or company policy changes.

Used company policies to determine if there could be an immediate resolution to a customer issue or if that issue required managerial input.

TA & O Associates, Nigeria 01/2013 – 08/2015

Administrative Officer I

Provided administrative support for senior management.

Delivered prompt professional services via telephone and email to customers.

Performed logistics handling for senior management including flight and hotel bookings and ensured all corporate trips are professionally handled.

Maintained files and records so they remained updated and easily accessible.

Sorted and distributed incoming mail and prepared outgoing mail.

Assisted the finance department with organization procedures when required.

Creative Actors Initiative for Development (CRAID), Nigeria 08/2010 – 11/2012

Customer Care Administrator

Managed front desk operations including phone calls, sending and tracking of courier shipment, receiving, sorting and distributing emails.

Identified additional customer needs and made recommendation to management for improvement in services rendered to customers on phone and email.

Maintained personnel records including time-off, sick leave and vacations.

Prepared regular reports on expenses and office budgets and monitored stocks of office supplies and reported shortages.

Maintained a company calendar, scheduled appointments and arranged travel and accommodations.

EDUCATION

Interactive Media Management – Graduate Certificate – 2018

Algonquin College, Ottawa, Ontario

B.Sc. Mass Communication – 2010

Covenant University, Nigeria

REFERENCES:

Available upon request

Contact this candidate