Technical Support Customer Relations

SAMUEL OLAGUNJU

Regina, Saskatchewan (***) -*** *070 *************@*****.***

QUALIFICATION SUMMARY

I am a end result orientated and pretty encouraged expert with a completely unique combination of knowledge in consumer service, economics, bills control and technical support. I were instrumental in handling customers` wishes and presenting them with new answers to issues that they'd now no longer observed existed thereby developing customer relations. I am poised with the know-a way to paintings independently and a middle group member whilst upholding organizational integrity. By distinctive feature of my beyond experience, I were capable of manipulate and inspect fraudulent practices to the gain of my preceding employers. A robust capacity to be analytical and a knack for technique optimization. I am presently searching for a task in Fraud Prevention and Management in an corporation that promotes individualism and creativity to place my knowledge to the take a look at for the general increase of the company.

KEY SKILLS

oCustomer Service

oGreat Communication

oProblem Solving

oConflict Resolution

oTechnical Expertise

oService Coordination

oRelationship Management

oAnalytical & Critical Thinking

oProficiency in Microsoft Office

RELEVANT PROFESSIONAL EXPERIENCE

Identity Theft Response Representative February 2024 - Date

CIBC Regina, Saskatchewan

Investigated and resolved over 40 daily cases involving identity theft, financial fraud, and unauthorized use of personal information, both domestically and internationally.

Responding to incoming from CIBC credit card holders, addressing their concerns and providing information on dispute handling processes.

Conducting through investigations into potential fraudulent activities, including analyzing account transactions and identifying suspicious patterns.

Documenting all actions taken during investigations and maintaining accurate records for compliance and future reference

Expert usage of software applications like COINS/ECIF, PRM, TSYS and CRS to mitigate fraud

Applied emotional intelligence to empathize with customers, resolve conflicts, and improve satisfaction through effective communication and understanding.

Partnered with law enforcement agencies, financial institutions, and key stakeholders to gather evidence, support investigations, and ensure compliance with legal standards.

Analyzed identity theft patterns and emerging trends, recommending and implementing preventive measures to safeguard client information.

Utilized transaction monitoring and identity verification tools to detect and mitigate fraud risks in real time.

Compiled comprehensive reports on fraud trends and investigation outcomes, providing actionable insights to enhance security procedures.

Updated and maintained client records to reflect fraud history, reducing the likelihood of repeat incidents.

Led training and awareness sessions for employees and clients on recognizing identity theft indicators and protecting personal data.

Customer Services Representative May 2023 – February 2024

Government of Ontario Toronto, Ontario

Respectfully and compassionately communicate with individuals who may be angry, confused, or rude

Used communication techniques effectively to provide service over the phone

Accurately referenced, interpreted, and applied acts, regulations, policies, and/or procedures

Planned and balanced diverse and conflicting workload pressures

Maintained clear, concise, accurate, and timely communication both verbally and in writing

Developed positive relationships with internal and external stakeholders through effective communication

Worked independently and as a contributing member of a team

Recognized symptoms of stress in self and others and took steps to minimize the impact and ensure good health and well-being

Used basic math principles where necessary

Used client information to determine available programs and services.

Customer Service Representative February 2023 – April 2023

ROGERS Saskatchewan, Canada

Managed technical support for over 300 customers per month, improving satisfaction rates by 65%.

Investigated and resolved technical issues related to wireline, wireless, internet, cable TV, and home security.

Implemented troubleshooting techniques and provided phone and online support for resolving user issues.

Entered customer interaction details to track requests, document problems, and record solutions offered.

Collaborated with teams to allocate workload effectively and ensure adequate service coverage.

Customer Service Representative March 2021 – November 2022

DÉCOR DIRECT Abuja, Nigeria

Managed and tracked travel, event, and conference expenses; worked closely with the finance and accounting group to ensure spending was aligned and within budget.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Created and maintained filing systems for important and sensitive documents and ensured confidentiality and integrity, and timely retrieval of employees’ and clients’ information

Provided high-level support to the Executives and multiple departments, contributing to operational efficiency.

Customer Service Representative April 2018 – January 2020

N-POWER Abuja, Nigeria

Ensured customer satisfaction by developing professional relationships and effectively resolving client issues.

Handled inquiries related to policies and procedures, providing timely and accurate information to customers.

Coordinated client follow-ups through email, letters, and calls to ensure concerns were fully addressed.

Managed conflict resolution to de-escalate situations and maintain positive client relations.

EDUCATION

Bachelor’s Degree: Economics

Caleb University, Lagos, Nigeria

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