Adebayo Olanipekun
CALGARY,AB
Summary
Empathetic Customer Experience Associate recognized for high productivity and efficient task completion.
Skilled in customer relationship management, conflict resolution, and communication strategies, ensuring
positive outcomes in all interactions. Excel at using active listening, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Overview
1
1
Language
13
13
years of professional experience
Work History
Technical Support Service Representative
Teleperformance
Calgary, AB
11.2025 - 02.2026
- Delivered exceptional customer service by providing technical support and product guidance to Apple
customers via phone, chat, and email, ensuring high customer satisfaction and loyalty. - Assisted customers with troubleshooting hardware and software issues across a range of Apple
products, including the iPhone, iPad, Mac, and accessories. - Educated customers on product features, functionalities, and updates to enhance their user
experience and maximize product value. - Identified customer needs and recommended appropriate Apple solutions, accessories, and services
to meet their preferences and requirements. - Managed and resolved customer inquiries efficiently, maintaining a high first-call resolution rate, and
adhering to quality standards. - Documented detailed case notes and service interactions in CRM systems to ensure accurate records
and follow-up actions. - Collaborated with team members and technical specialists to resolve complex issues, and improve
service delivery. - Stayed updated on the latest Apple product releases, updates, and industry trends to provide accurate
and current support. - Met or exceeded performance metrics related to customer satisfaction, issue resolution time, and
sales targets. - Promoted Apple's ecosystem and value-added services, such as AppleCare, to enhance customer retention and revenue growth.
Customer Service Representative
Sutherland Global Services
Calgary, AB
01.2024 - 10.2025
- Managed high-volume inbound calls (60–80 daily during peak enrollment periods), providing support to families, parents, schools, and service providers regarding Florida's K-12 scholarship programs
- Served as the primary point of contact for inquiries related to the Florida Tax Credit (FTC) Scholarship, Family Empowerment Scholarship (FES), and other education choice programs administered through the Florida Department of Education
- Guided families and school providers through EMA portal, assisting with scholarship applications, eligibility verification, account setup, and document submissions, ensuring seamless access to educational resources.
- Maintained an 80% customer satisfaction (CSAT) score through clear communication, first-call resolution focus, and empathetic service delivery
- Achieved 80% customer satisfaction (CSAT) score by delivering clear communication, focusing on first-call resolution, and providing empathetic service.
- Guided families and school providers through the EMA (Education Management Application) portal, assisting with scholarship applications, eligibility verification, account setup, and document submissions
- Interpreted and communicated Florida statutes and program guidelines to callers, translating complex policy language into clear, actionable information for non-technical audiences.
- Collaborated with internal teams and Step Up for Students Customer Engagement Center to escalate complex cases, verify provider compliance, and resolve cross-departmental issues, enhancing overall program efficiency.
- Coordinated communication between families and school providers, ensuring smooth interactions with administrative operations.
Customer Relations Specialist
Canada Life
Winnipeg, MB
03.2021 - 11.2023
- Effectively troubleshoot and resolve medical, dental, and drug telephone and email inquiries using
various systems and tools in a timely fashion. - Received and assessed health and dental claims through scanned images and paperless means.
- Provided accurate responses to plan members, medical and dental providers, and plan administrators,
while maintaining the highest level of customer service. - Work closely across departmental teams to resolve issues promptly.
- Support group benefits clients in driving the adoption of our digital tools and experiences among their
plan members. - Generate client reports using web analytics platforms (Google Analytics, Adobe Analytics), and our
own internal reporting tools. - Lead on-site training and web-based training for both new and current Canada Life clients.
- Provide reporting on digital uptake and usage to help group benefits clients understand overall plan health, and identify areas of opportunity for education and engagement.
Order Processing Administrator
Maple Leaf Foods Inc
Winnipeg, MB
01.2020 - 01.2021
- Coordinated daily order flow with distribution, traffic, and 3rd party warehouses to ensure timely processing.
- Billing of domestic and Export Orders – SAP.
- Material purchase and coordination of deliveries ensuring they are accurate and on time.
- Set up new incoming orders to meet CFIA/FDA and USDA regulatory requirements.
- Liaison with CFIA / USDA / Customer Service / Cold Storage, etc.
- Development of standard operating procedures and providing assistance in duties relating to
purchasing. - Completing and packaging Logistic paperwork (BOL, manifest, packing slip, trailer seal).
- Data entry and overseeing the scanning and filing of domestic and international documents to
electronic and non-electronic, storage and retrieval of Maple leaf GxP records. - Maintaining relationships with vendors and suppliers, negotiating pricing, and keeping track of performance metrics.
Logistic Controller
Skip-the-dishes INC
Winnipeg, MB
06.2017 - 09.2019
- Coordinated order assignments to drivers within traffic network to ensure timely deliveries.
- Assisted the drivers on the network with adequate and accurate mapping information on how to locate
a complex delivery address. - Worked earnestly and was able to reduce driver delivery match mix-up that often leads to delivery
delays. - Give quick and accurate responses to incoming emails daily.
- Efficiently and effectively maintained communication with delivery drivers on the network.
- Exceeded role expectations in guiding and ensuring effective drivers' service delivery on the network.
- Trace and update customers on driver hold time and new delivery time..
Customer Service Representative
Intouch Contact Centre
Winnipeg, MB
09.2016 - 06.2017
- Coordinated 120 peer-to-peer ride-sharing pickups and drop-offs to ensure timely and efficient service.
- Traced customer's ride payments history and records as requested by management periodically.
- Tracked customers' profiles and made necessary changes periodically to detect and prevent fraudulent passengers on the network.
- Gained strong experience in using Zendesk and other internal system applications.
Credit Officer
Access Bank Head Office
Lagos, NG
09.2012 - 07.2014
- Reviewed and submitted loan applications, ensuring compliance with lending standards for final approval.
- Recommended approval or disapproval of different loan types based on established criteria.
- Cultivated and maintained comprehensive industry knowledge to assess risk solutions and maximize
returns. - Collected and checked borrower income, credit history and employment information.
- Examined collateral to establish market value and assessed repayment capacity using secondary
revenue sources before loan approval. - Followed banking requirements and government lending regulations.
- Kept detailed reports of client and account data, consistently updating database with the latest information.
- Double-checked account and application information provided by clients to assist in making accurate
credit decisions. - Created standard operating procedures and delivered training to credit personnel to improve
operational efficiency. - Reviewed accounts for signs of fraud and non-payment issues.
- Forecasted credit needs and client payment abilities to support accurate and effective decision-
making. - Submitted delinquent accounts to the collections department.
Education
Bachelor of Science - Statistics
Ekiti State University
Ekiti, NG05.2012
Master of Science - Computer And Information Sciences
University of Manitoba
Winnipeg12.2019
Skills
- Technical issue resolution
- Troubleshooting skills
- Remote support
- Desktop support
- Hardware troubleshooting
- Mac systems
- Customer service
- Customer relationship management
- Ticket support system management
- Customer records
- Process improvement
- Regulatory compliance
- Conflict resolution
- Account management
- Product knowledge
- System navigation
Languages
English
Full Professional
Timeline
Technical Support Service Representative
Teleperformance
11.2025 - 02.2026
Customer Service Representative
Sutherland Global Services
01.2024 - 10.2025
Customer Relations Specialist
Canada Life
03.2021 - 11.2023
Order Processing Administrator
Maple Leaf Foods Inc
01.2020 - 01.2021
Logistic Controller
Skip-the-dishes INC
06.2017 - 09.2019
Customer Service Representative
Intouch Contact Centre
09.2016 - 06.2017
Credit Officer
Access Bank Head Office
09.2012 - 07.2014
Master of Science - Computer And Information Sciences
University of Manitoba
Bachelor of Science - Statistics
Ekiti State University