ABIMBOLA AYODELE
Chatham
Summary
Highly collaborative client support professional dedicated to achieving results. Demonstrated expertise in customer service, problem-solving, and effective communication. Adaptable and reliable, consistently delivering seamless support and ensuring customer satisfaction in dynamic environments. Known for efficiently and professionally handling changing needs with proven ability.
Overview
5
5
years of professional experience
Work History
CLIENT SUPPORT ASSOCIATE
IMMIGRATION, REFUGEES AND CITIZENSHIP CANADA (IRCC)
11.2022 - Current
- Assist clients in answering their questions about immigration to Canada.
- Assessing clients applications, adding correspondences and updating their files if need be.
- Searching, locating and accessing information on IRCC's computer systems and tools to provide clients with up-to-date information on the status of their file and the options available to them.
- Explaining to clients their obligations and program requirements.
- Offering excellent service to those looking to come to Canada temporarily and to those looking to become permanent residents.
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Established rapport with clients through active listening skills, empathizing with their needs, and offering appropriate solutions.
- Reduced resolution times by implementing best practices in client service and workflow management.
- Navigated multiple software applications while assisting clients, demonstrating proficiency in various tools used within the role.
- Improved overall performance metrics by consistently exceeding established targets for call handling time, first-call resolution rates, and client satisfaction scores.
- Managed a diverse caseload of clients, prioritizing tasks based on urgency and importance.
- Strengthened client relationships by maintaining open communication channels and actively seeking feedback.
- Contributed to the creation of a positive work environment by proactively addressing challenges faced by colleagues in their daily tasks.
- Continuously sought opportunities for professional development, attending training sessions and staying up-to-date on industry best practices.
- Participated in weekly meetings with management, sharing insights regarding client needs and potential improvements to current processes.
- Maintained detailed records of client interactions, tracking progress towards resolutions and identifying trends for improvement.
- Delivered high-quality support services, ensuring clients felt valued and understood.
- Collaborated with team members to develop new strategies for enhancing client experience.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Responded to client requests, offering excellent support and tailored recommendations to address needs.
CLIENT SUPPORT ASSOCIATE
HINDUJA GLOBAL SOLUTIONS (HGS)
01.2021 - 07.2021
- Managing incoming calls that are received from our clients’ customers by following an established call process flow, asking the right questions to determine the nature of query.
- Responding to incoming customer queries regarding billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, etc.
- Promoting and educating customers on offers and promotions, new products in the market, and the value of the service provided by the client.
- Aiming for first call resolution and answer customer’s queries by walking them through our clients’ system–explaining the process to the customer and providing turn-around time.
- Initiate investigations and create requests, if customer’s queries cannot be addressed on the call, and determine its level of priority.
PHARMACIST
PURISTMAX PHARMACY, NIGERIA
01.2020 - 01.2021
- Providing patient care by dispensing drugs and validation of prescriptions. Counselling patients on proper use of their drugs.
Education
Bachelor of Pharmacy (BPharm) - Pharmacy
University of Ibadan
Nigeria03-2018
Skills
- Client relations management
- Effective customer communication
- Customer needs assessment
- Vast knowledge of software used by the companies to communicate with customers’ inquiries
- Ability to process orders, forms, applications or requests
- Learning the products thoroughly to be able to answer to customers inquiries and requests
- PROFICIENCY
- Organizational and problem solving skills
- Ability to work with colleagues to resolve customer complaints
- Providing feedback to help improve sales and marketing
- Ability to work alone with little or no supervision
- Responding to deadlines with speed and multitasking skills
- Computer skills involve Microsoft word, Power point, Excel, etc
- Client relationship building
- Strong work ethic
- Interpersonal and written communication
- Support inquiry assistance
- Client rapport building
- Support oversight
- Client service excellence
- Verbal and writing communication
- Teamwork
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Multitasking Abilities
- Calm and professional under pressure
Languages
English
Full Professional
Timeline
CLIENT SUPPORT ASSOCIATE
IMMIGRATION, REFUGEES AND CITIZENSHIP CANADA (IRCC)
11.2022 - Current
CLIENT SUPPORT ASSOCIATE
HINDUJA GLOBAL SOLUTIONS (HGS)
01.2021 - 07.2021
PHARMACIST
PURISTMAX PHARMACY, NIGERIA
01.2020 - 01.2021
Bachelor of Pharmacy (BPharm) - Pharmacy
University of Ibadan
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