Customer Service & Client Support Professional

SCHOLAR NWAIWU

Customer Experience Representative Customer Service Client Support

416-***-**** *******.******@*****.*** Scarborough, ON, Canada PROFESSIONAL SUMMARY

Customer-focused professional with extensive experience supporting clients by phone, email, chat, and CRM systems across utility, nonprofit, and financial-services environments. Skilled in understanding client needs, explaining services and benefit information clearly, assisting with enrollments and service requests, resolving concerns, maintaining accurate records, and completing timely follow-up. Proven ability to manage high-volume interactions with professionalism, empathy, accuracy, and strong problem-solving skills. Comfortable using online systems, participating in virtual training, and working independently while building positive client relationships.

CORE SKILLS

Customer & Client Support Phone, Email & Live Chat Communication Client Needs Assessment Applications & Enrollment Support Service Requests & Follow-Up Benefit & Service Explanation Complaint Resolution & De-escalation CRM & Accurate Recordkeeping Appointment/Service Scheduling Relationship Building Microsoft Office & SharePoint Microsoft Dynamics 365 BCCS AIMS Experian Credit Check POS & Payment Processing Independent Work & Time Management PROFESSIONAL EXPERIENCE

International Credit Experts Inc. Customer Service Representative Woodbridge, ON May 2025 – June 2026

Supported customers with account inquiries, billing concerns, new service requests, service deactivation, collections, and payment arrangements.

Handled high-volume inbound calls and explained gas-service turn-on/turn-off requirements, available programs, and next steps clearly and professionally.

Reviewed customer accounts for discrepancies and coordinated with Accounting and Revenue Protection teams to resolve billing errors, service disputes, interruptions, meter-reading concerns, and emergency issues.

Maintained detailed, accurate customer records in the Billing Collection & Customer Service (BCCS) system and completed appropriate follow-up actions.

Set up eligible Payment Arrangements (PAR) and Customer Responsibility Program (CRP) options and scheduled technician visits for service restoration and meter-link checks using AIMS.

Educated customers on energy-saving practices and Philadelphia Gas Works programs while participating in ongoing training on policies, procedures, and technology updates.

TNI The Network Inc. Customer Service Representative North York, ON Nov 2024 – Apr 2025

Managed 50+ inbound calls daily, assisting donors with sign-ups, account information, donation details, service cancellations, and general inquiries.

Responded to clients through phone, email, and live chat, providing accurate information about Red Cross programs, services, donations, and membership options.

Processed donations, pledge commitments, and membership enrollments in the TNI database while maintaining accuracy and confidentiality of donor information.

Resolved complaints promptly, documented interactions and transactions in CRM systems, and recorded follow-up actions to support service quality.

Reviewed donor information submitted by field canvassers for accuracy and compliance with established guidelines before processing monthly donations.

Participated in ongoing training on Red Cross policies, procedures, customer service, and crisis-management practices. First City Monument Bank Limited Customer Service Representative Lagos, Nigeria Nov 2020 – May 2023

Delivered professional customer service to existing and prospective bank clients, supporting inquiries and strengthening customer satisfaction and loyalty.

Managed and tracked client interactions using CRM systems and partnered with technical support teams to troubleshoot and resolve customer issues.

Explained card benefits, products, and services to customers and helped clients identify appropriate service options.

Handled an average of 100 calls per day in a high-volume contact-centre environment while maintaining clear, accurate, and courteous communication.

Resolved complaints using de-escalation and escalation procedures and made customer-focused decisions that supported client satisfaction and retention.

Access Bank PLC Contact Center Representative Lagos, Nigeria Sept 2015 – Oct 2020

Responded to approximately 75 customer inquiries daily through phone, email, and chat and provided timely support across a range of banking-service needs.

Documented customer contact information, communication history, inquiries, and resolutions in Microsoft Dynamics 365 CRM.

Managed support tickets, tracked cases, and coordinated communication between customers, technical teams, and support groups to ensure timely resolution.

Collaborated with IT support on technical troubleshooting and the integration of chatbot functionality for frequently asked customer questions.

Diamond Bank PLC Network Engineer Lagos, Nigeria July 2011 – Aug 2015

Provided first- and second-level troubleshooting for network incidents and service-desk requests, ensuring timely resolution and escalation when required.

Maintained technical documentation and coordinated with third-party telecom vendors to follow up on faults and service-level commitments.

Installed and configured network hardware and software, including switches, routers, and firewalls.

Implemented VLANs, spanning tree protocols, and other network protocols to optimize performance and reliability.

Conducted network capacity planning and performance tuning to accommodate growing bandwidth requirements.

Developed and maintained network documentation, including diagrams, configurations, and standard operating procedures.

Managed Telecom partners as well as the service level agreement with all the network vendors bank-wide

Ensured timely escalation and follow-up with 3rd party vendors for further troubleshooting and resolution of faults EDUCATION

Postgraduate Certificate, Project Management — Fleming College Toronto, Canada Master of Science, Information Technology — National Open University of Nigeria, Lagos, Nigeria Bachelor of Engineering, Electrical & Electronic Engineering — Federal University of Technology Owerri (FUTO), Nigeria CERTIFICATIONS

ISTQB Certified Tester - Foundation Level

https://atsqa.org/certified-testers/profile/e730db26cc494766a91b546e945b026c COBIT 5 Foundation - Control Objectives for Information and Related Technology (COBIT) 5 Foundation CCNA - Cisco Certified Network Associate

ITIL v3 Foundation - Information Technology Infrastructure Library

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