Call Center Agent
Resume:
Olumide
Oginni
PROFILE
Dedicated and customer-focused call center agent with over 3 years of experience providing excellent service in high volume call environment. Skilled in handling inbound and out-bound calls, managing customer’s inquiries, resolving issues efficiently and maintaining high customer satisfaction. Demonstrate strong active listening, empathy and patience with a proven track record of meeting and exceeding call center performance metrics SKILLS
Communication skills Active listening Attention to details Interpersonal communication skills Product knowledge Microsoft word Microsoft Excel Microsoft Power Point Microsoft Visio Collaborative team Spirit Multitasking and Adaptability Time Management Technical proficiency in Computer Computer networking skills Conflict and Problem Management Written communication and analytical skills Service Management PROFESSIONAL EXPERIENCE
VCONNECT 2020 – 2021
Call Center Agent
Receiving customers inbound traffic calls and providing response to all inquiries from customers
Assist customers in providing the required information and resolving issues
Adherence to company’s standard operating procedures, call scripts and protocol to ensure consistence and high-quality service
Identify customer needs and find appropriate solutions to their issues, escalate complex cases to senior support team for technical resolution
Stay informed on the company’s data input entries to assist in navigating customers to the right source of information
Ensure all customer interactions quality standards, this include been polite and maintaining professional ethics while handling calls with customers
Follow-up calls on customers to obtain customer feedback. This include documenting customer feedback and identifying areas of opportunities on service delivery. POLARIS BANK LIMITED 2022 – 2024
Information Technology Service Desk support Agent
Processing IT requests for services degradation and recommending first-Level support for resolution
Ensure service issues are resolved timely within agreed SLA time
Identifying and managing the root causes of recurring incidents to reduce future reoccurrence, this often involves collaborating with Information Technology department
Asist with providing direct support to users via phone, email or ticketing system to resolve issues or provide guidance on troubleshooting steps
Provide monthly report on IT service performance, using predefined metrics
Conduct customer survey or feedback analysis on the quality of services rendered by Information technology department
***********@*****.***
53 hill height Road Saint John, NB
SHOPRITE, LAGOS Nigeria.
Sales Clerk Customer Service
Answering and attending to customers product inquiries, promotions and store policies
Assist customers in choosing products that suit their preferences
Provide a welcoming and positive shopping experience to encourage repeat visits Sales Transactions
Operate point of sales (POS) system to process purchase
Handing cash, credit/debit card payments, mobile payments and issuing receipts
Ensure accurate transactions, including refunds, exchanges and returns.
Assist Restocking sold-out items to maintain product availability
Assist with inventory counts, stocks audits and reporting low-stock items to supervisor Drake International
Irving Pulp and Paper Limited/New Brunswick 1 month (2024) Safety Watch
Continuously observe work in confined spaces, hot work zones or other hazardous areas, ensuring compliance to safety regulations and protocols
Maintain clear communication with workers in confined space by keeping lines of communication and emergence response teams, ensuring immediate reporting of any unsafe conditions
Verify that workers use the correct personal protecting equipment (PPE), such as respirator, safety harnesses or fire resistance clothing and safety boots
Conduct periodic gas test for confined spaces, this include performing regular checks of air quality and oxygen level and concentration of air pollution and industrial contaminants
Maintain logs and documentation of safety checks, entry permits and other compliance record related to the work being observed
Conduct safety briefing with workers, emergency procedures and proper use of PPE before gaining access into the confined space.
EDUCATION & TRAINING
NBCC Work Safely Course Program
Diploma in Computer Science, University of Jos Nigeria, 2003-2006 Network Administration and Cloud Computing, New Brunswick Community College, 2004 – 2006 (On-going) RELATED PROFESSIONAL CERTIFICATION
ISO/IEC 20000: IT Service Management
Information Technology Infrastructure Library (ITiLV3)
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