Adijah Ganiu
Ottawa,ON
Summary
Experienced in managing inbound and outbound calls, achieving a notable call resolution rate. Utilized data analysis techniques to address complex customer issues, resulting in reduced resolution times. Maintained high accuracy in updating customer account information and effectively handled credit card reissues, significantly minimizing customer inconvenience. Demonstrated strong communication skills while guiding customers in selecting suitable credit cards, contributing to increased activation rates.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TD Bank
Ottawa, ON
11.2022 - 10.2024
- Managed inbound and outbound calls, achieving 60% call resolution rate.
- Applied data analysis techniques to resolve complex issues, reducing resolution times by 30%.
- Maintained 100% accuracy in updating customer account information for credit cards and savings accounts.
- Handled credit card reissues due to loss or theft, minimizing customer inconvenience by 80%.
- Delivered exceptional customer service, attaining 10/10 satisfaction rating consistently.
- Guided customers in selecting suitable credit cards, increasing activation rates by 35%.
Pharmacy Assistant (Internship)
Shoppers Drug Mart
Ottawa, ON
03.2023 - 06.2023
- Collaborated with insurance representatives to process claims and accurately determined patient co-payments, achieving a 90% accuracy rate in claim processing.
- Managed incoming calls, providing timely information on order status, store hours, and pharmacy procedures, resulting in a 99.9% customer satisfaction rate.
- Proactively monitored inventory levels, successfully reducing shortages by 75% through efficient resupply coordination, ensuring uninterrupted medication availability.
- Exemplary communication skills enabled me to provide patients and caregivers with clear, easy-to-follow instructions, remarkably improving medication adherence rates.
- Maintained an organized customer database by updating critical information, ensuring a 100% accuracy rate, and improving customer service efficiency.
- Supported pharmacists by filling prescriptions for multiple customers daily, addressing medication-related inquiries, and maintaining a clean and organized pharmacy area, contributing to an 85% positive customer experience rating.
Customer Service Representative (Allied)
Bill Gosling Outsourcing
New market, ON
09.2021 - 08.2022
- Expertly managed inbound, outbound, and DSN calls, ensuring a smooth and efficient customer interaction process, resulting in a 10/10 call resolution rate.
- Assisted customers in making payments, streamlining the payment process, and achieving a 55% on-time payment rate.
- Provided valuable support to customers in navigating their bills, resulting in an 80% decrease in billing-related inquiries.
- Advised customers about their account status, fostering transparency and trust and improving customer satisfaction by 90%.
- Effectively handled customer complaints, consistently delivering appropriate solutions and alternatives within established time limits, resulting in a 50% resolution rate.
- Demonstrated a keen ability to identify and assess customers' needs, resulting in a 100% increase in overall customer satisfaction by proactively addressing their concerns and requirements.
Customer Service Representative (Bell Aliant)
Gatestone & Co Contact Centers Inc.
Montreal
08.2019 - 08.2020
- Cordially greeted customers and effectively handled general requests and inquiries through multiple channels, including telephone, email, and regular mail.
- Tailored product and service information to meet individual customer needs, increasing product understanding and improving customer engagement.
- Skillfully assisted customers in managing bills, addressing various inquiries, streamlining the resolution process, and reducing billing-related issues.
- Ensured the delivery of top-tier services to customers, consistently meeting or exceeding service level expectations, resulting in a 4.9 service quality rating.
- Professionally resolved conflicts and complaints, fostering positive customer relationships and achieving resolution.
- Facilitated payment arrangements, processed payments, and expertly resolved customer account issues, resulting in a 35% decrease in outstanding account balances and improved customer account status.
Item Confirmation
Dynamite & Garage
Montreal, Canada
05.2018 - 04.2019
- Achieved a 99.9 % order accuracy rate by meticulously identifying and confirming online orders, ensuring precision in order fulfillment.
- Demonstrated unwavering commitment to data accuracy by consistently documenting and entering order items into the internal system with meticulous precision, maintaining a flawless accuracy record.
- Implemented a customer-friendly 'first come, first served' order processing policy, significantly boosting customer satisfaction levels by an impressive 90%.
- Implemented comprehensive quality checks on well-packaged orders, resulting in a remarkable reduction in shipping issues. This ensured smoother logistics and improved customer satisfaction by minimizing delivery complications.
- Improved order accuracy and customer satisfaction by 95% by implementing cross-check procedures for packaging.
- Optimized shipping efficiency, resulting in a 60% reduction in delivery delays, by proactively notifying shipping companies of exceptional orders.
Education
Bachelor's Degree - business management & psychology
Trent University
Peterborough, ON09.2024
Academic Upgrade - Art & Science
Algonquin College
Ottawa, ON04.2024
Diploma Degree - Pharmacy Assistant
Trios College
Toronto, ON05.2023
Diploma of Software Engineering - Tech
Concert Computer Training Institute
Nigeria10.2016
High School Diploma - Business
Jibril Martin Memorial High School
Nigeria06.2014
Skills
- Customer service and support
- Microsoft Office proficiency
- Team collaboration
- Communication skills
- Problem solving
- CRM software expertise
- Script adherence
- Complaint resolution
- Call handling and management
- Customer account updates
- Typing speed [number] wpm
- Interpersonal skills
- Quality assurance controls
- Sales closing strategies
Certification
- Certificate of Program in Desktop Publishing, National Institute of Information Technology, Nigeria
- Certificate of CPR & PDSB
- Certificate in Standard First Aid & CPR/AED Level C
- Certificate Policing Women Mentoring Program
- Life Insurance Qualification Program (LLQP) Licence
- Security Guard Licence
Languages
English
Full Professional
yoruba
Full Professional
References
References available upon request.
Timeline
Pharmacy Assistant (Internship)
Shoppers Drug Mart
03.2023 - 06.2023
Customer Service Representative
TD Bank
11.2022 - 10.2024
Customer Service Representative (Allied)
Bill Gosling Outsourcing
09.2021 - 08.2022
Customer Service Representative (Bell Aliant)
Gatestone & Co Contact Centers Inc.
08.2019 - 08.2020
Item Confirmation
Dynamite & Garage
05.2018 - 04.2019
Bachelor's Degree - business management & psychology
Trent University
Academic Upgrade - Art & Science
Algonquin College
Diploma Degree - Pharmacy Assistant
Trios College
Diploma of Software Engineering - Tech
Concert Computer Training Institute
High School Diploma - Business
Jibril Martin Memorial High School
Similar Profiles
Samiul ShaownSamiul Shaown
Product Operations Lead at TD Insurance, TD BANK GROUPProduct Operations Lead at TD Insurance, TD BANK GROUP
Abhilash NyatiAbhilash Nyati
Personal Banker at TD Bank Group - TD Canada TrustPersonal Banker at TD Bank Group - TD Canada Trust
Ashley WidermanAshley Widerman
Team Manager II at TD Auto Finance, TD Bank NATeam Manager II at TD Auto Finance, TD Bank NA
Vedansh VyasVedansh Vyas
Personal Banking Associate at TD Canada Trust (TD Bank)Personal Banking Associate at TD Canada Trust (TD Bank)
Faith Van DuinenFaith Van Duinen
Customer Service Representative at Kent Building SuppliesCustomer Service Representative at Kent Building Supplies