Customer Service Care
Resume:
Sikemi Ayeni
OTTAWA ON ***************@*****.***
PROFESSIONAL SUMMARY
Customer service professional with 8+ years of experience supporting customers across digital streaming, pay-TV, and retail sectors. Specializing in resolving technical and account issues for entertainment and sports subscribers at MultiChoice, and engaging viewers at LoveWorld Networks. Skilled in delivering empathetic, multichannel support via chat, email, and voice. Passionate about sports, streaming technology, and helping fans enjoy seamless viewing experiences. Proven ability to troubleshoot, educate, and create best-in-class customer interactions in remote and fast-paced environments.
SKILLS HIGHLIGHT
•Streaming & Digital Support – Hands-on experience helping customers troubleshoot pay-TV/streaming platforms (DStv, GOtv, LoveWorld Networks), educating users on account setup, billing, and self-service tools.
•Skilled at resolving streaming issues, account access problems, and device-related queries by applying strong critical thinking and clear communication.
•Experienced in maintaining accurate customer records, tracking interactions, and resolving tickets using Salesforce and other CRM systems.
•Proven ability to recommend suitable subscription packages and content options, driving upgrades and improving customer loyalty.
•Comfortable engaging customers via phone, chat, SMS, email, and social media while adapting tone and approach for each channel.
•Highly organized and self-directed, with a track record of providing consistent, high-quality service in remote settings using secure, reliable internet and productivity tools.
•Technical & Software Skills – Proficient in Microsoft Office (Word, Excel, Teams), Salesforce, Zendesk, Zoom, Slack, and digital support platforms, fast learner with new tools and technologies.
•Languages: English (Fluent)
WORK EXPERIENCE Client Relations Specialist
LoveWorld Networks (Ottawa, Ontario) February 2024 - Present
•Deliver high-quality customer support via phone, email, and live chat for digital streaming services, ensuring prompt issue resolution and superior experiences.
•Troubleshoot streaming and account access issues, educating users on platform features to maximize satisfaction.
•Maintain accurate documentation in CRM systems while multitasking in a fast-paced remote environment.
•Engage customers with empathy, patience, and clear communication, building trust and loyalty.
Associate – Account Management
Multichoice Nigeria Limited (Lagos state, Nigeria) October 2020 – November 2023
•Managed DStv and GOtv subscriber accounts, providing support via chat, email, and phone for a leading African pay-TV and streaming provider.
•Resolved technical issues related to satellite/decoder, streaming platform, and billing inquiries; educated customers on using self-service tools and alternative payment methods.
•Collaborated cross-functionally to streamline subscriber activation, account updates, and service upgrades, enhancing efficiency.
•Advised customers on suitable subscription packages and streaming content options, driving upsells and improving customer satisfaction.
Virtual Customer Service Associate
Shoprite Stores (Lagos state, Nigeria) April 2017 – September 2020
•Provided virtual support to customers through chat and email, assisting with online orders, account management, and product inquiries.
•Used digital tools to resolve issues efficiently, delivering an excellent customer experience remotely.
•Handled multiple conversations simultaneously while maintaining high-quality service.
•Educated customers on platform features and promotions, increasing engagement.
Customer Service Representative
Justrite Stores (Lagos state, Nigeria) October 2016 – March 2017
•Assisted customers in person with purchases, returns, and inquiries, delivering friendly, patient service.
•Managed transactions quickly and accurately, maintaining high customer satisfaction.
•Resolved complaints with empathy, turning negative experiences into positive outcomes.
•Promoted store loyalty programs and special offers to drive sales.
EDUCATION
• B.Arts History and Diplomatic Studies (Olabisi Onabanjo University, Ogun state, Nigeria) 2015
CORE COMPETENCIES
•
•
Customer Service & •
Support (Voice,
Chat, Email) •
Streaming & Digital
Platform •
Troubleshooting
Multichannel
Communication Skills
Technical ProblemSolving & Resolution
Account Management
& Billing Support
•Upselling & Product • Empathy & Active Listening Recommendations • Conflict Resolution & De• Time Management & escalation
Multitasking
•Documentation &
Accuracy
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