Client Support Specialist (3+ Years Experience)

Oluwatoyin Oni

647-***-**** *********@*****.***

Professional Summary

Results-driven and motivated professional with a proven track record of delivering exceptional outcomes in dynamic environments. Skilled in communication, teamwork, problem-solving, and multitasking, with a strong ability to manage priorities effectively. Highly organized, dependable, and committed to driving organizational success by taking on responsibilities that align with team objectives and strategic goals. Skills

• Microsoft Office software proficiency, Salesforce, Shaw, ServiceNow, Avaya, Genesis, HubSpot, Zendesk, etc.

• Effective oral and written communication skills

• Strong organizational skills

• Efficient task prioritization ability

• Good problem-solving skills

• Customer Service: Empathy, active listening, and conflict resolution.

• Collaboration: Building strong relationships with colleagues and clients Experience

Client Care Specialist, September 2024 to date

Telus Health International, Toronto, Ontario

• Handling inbound and outbound calls from clients and documenting them in various CRMs like Salesforce, Shaw, ServiceNow, etc.

• Taking crisis calls—Members calling in may be going through a challenge. Being calm, composed, and able to take those types of calls.

• Being empathetic as members calling in may be in distressing situations or emotional.

• Working with multiple screens and tech-savvy while multitasking and taking around 30-50 daily calls.

• Helping clients navigate through any challenge they might have while being professional.

• Demonstrable experience in working in a service center /call center environment. Customer Care & Administrative Assistant December 2022- August 2024 Allianz Global Assistance, Cambridge, Ontario

• Actively involved in telephone support by being empathetic to customer needs and documenting all information with 100% accuracy.

• Handled customer complaints and escalated issues to the line managers if necessary.

• Supported all inbound and outbound calls and ensured all calls were handled professionally.

• Documented each activity in program-specific CRM databases like Salesforce, Workday, Shaw, etc.

• Participated in and attended ongoing refresher training and specialized training courses. Customer Service Representative August 2021 - November 2022 Reliance Home Comfort, Cambridge, Ontario

• Met personal/customer service team sales targets and call-handling quotas

• Kept records of customer interactions, process customer accounts, and file documents

• Handled customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Managed inbound and outbound calls for different clients with overdue debts

• Maintained 100% quality adherence every month through random monitoring EDUCATION

Post Graduate Diploma In Strategic Global Business Management September 2022 Conestoga College, Ontario

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