Summary
Overview
Work History
Education
Skills
Timeline
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Afolashade Olatunji-Alao

Ajax,ON

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Payroll, Alight Solutions
Toronto, Ontario
02.2022 - Current
  • Worked closely with functional experts in HR to optimize and shape programs for needs of client groups
  • Responded to employee inquiries, questions and complaints and guided and directed employee relations issues to support workforce analysis, performance management and other core HR functions
  • Answered employee inquiries regarding health benefits and 401k options
  • Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance
  • Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations
  • Managed payroll processing and benefits to compensate employees for service rendered
  • Resolved employee complaints and grievances successfully through mediation and collaboration
  • Conducted workplace compliance training to reduce liability risks and operate effectively
  • Actively listened to employees, handled concerns quickly and escalated major issues to supervisor
  • Handled employees’ inquiries and suggestions courteously and professionally
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Effectively resolve customer issues by developing expertise in relevant product areas and by troubleshooting complex customer issues with a high level of accuracy

Home Support Worker

Paramed Home Health Care
Oshawa, Durham
01.2021 - 02.2022
  • Assisted residents to complete activities of daily living, including personal hygiene, feeding and toileting
  • Prepared and distributed beverages and snacks to residents; updated entries on nourishment supplements
  • Assessed resident well-being including vitals, weight and daily input/output, document, and report changes in health status to supervising health care providers
  • Observed and reported resident's behavioral, emotional, and physical statuses: documented restraint usage and related intervention
  • Collaborated with personal support workers, nurses, nutrition specialists and dietician, physiotherapist, clients, and families to define care needs and ensure delivery of high-quality service.

Team Lead, Customer Service

9Mobile Telecommunication
Lagos, Lagos
01.2015 - 12.2017
  • Supervised a team of Customer Service Representatives (CSR1) and Senior Customer Service Representatives (CSR2), ensuring optimal performance and work quality.
  • Managed daily departmental operations to ensure efficient service delivery and alignment with company objectives.
  • Actively participated in the recruitment, training, and development of team members, as well as in performance management and schedule adherence.
  • Assessed the effectiveness of customer service systems and processes, driving continuous improvements to enhance service quality and customer satisfaction.
  • Implemented operating plans to achieve key performance metrics and maintain required service levels.
  • Addressed and resolved escalated customer complaints, including complex and high-risk issues.
  • Monitored customer service traffic, system performance, and service completion metrics, ensuring adherence to KPIs, SLAs, and industry best practices.
  • Maintained detailed operating statistics, providing regular reports to management and keeping relevant departments informed of service trends and insights.
  • Provided support to CSRs in handling complex customer inquiries and conducted transaction evaluations to identify areas for process enhancement.
  • Collaborated with cross-functional teams to update and manage knowledge base content, ensuring accurate and accessible information for staff.
  • Led team meetings and huddles, and implemented work processes, procedures, and standards to meet business needs.
  • Conducted performance reviews and one-on-one coaching sessions, developing tailored performance improvement plans for team members.
  • Analyzed communication channel volume to forecast transaction loads, optimize resource allocation, and ensure effective scheduling.
  • Monitored service queues across all channels in real-time, taking necessary actions to meet service level targets consistently.
  • Fostered strong working relationships with team members, colleagues, and customers through effective communication and collaboration.

Senior Customer Support Representative

9Mobile Telecommunication
Lagos Nigeria, Nigeria
10.2011 - 01.2015
  • Provided expert-level customer support, resolving complex inquiries and issues related to mobile services, billing, and technical support.
  • Assisted in the training and mentoring of junior customer service representatives to promote high-quality service delivery through the sharing of best practices.
  • Acted as the primary point of contact for escalated customer complaints, efficiently managing and resolving issues to maintain customer satisfaction.
  • Monitored and analyzed customer interactions to ensure compliance with company policies, service standards, and quality expectations.
  • Collaborated with cross-functional teams, including technical support and billing departments, to address customer needs and streamline service processes.
  • Maintained up-to-date knowledge of the company's products, services, and promotions, providing accurate and relevant information to customers.
  • Participated in the development and implementation of new customer service strategies and processes to improve overall customer experience.
  • Handled high-priority cases with discretion and urgency, ensuring that customer concerns were addressed promptly and effectively.
  • Managed customer accounts, including updating information, processing payments, and handling service requests.
  • Contributed to the continuous improvement of the customer service department by providing feedback on recurring issues and customer pain points.
  • Documented customer interactions and maintained accurate records of all communications and transactions in the CRM system.
  • Supported team leaders and management by providing insights into customer trends, service challenges, and opportunities for service enhancement.
  • Led by example in delivering exceptional customer service, consistently meeting or exceeding performance targets and key metrics.

Education

Graduate Certificate - Big Data Analytics

Georgian College of Applied Arts And Technology
Barrie, ON
08-2024

High School Diploma -

Durham Continuing Education
Oshawa, Ajax, ON
04.2020

Customer Service Executive Training -

VPI Working Solution
Ajax, ON
09.2018

Bachelor of Science: Computer Science -

Olabisi Onabanjo University
Ogun
04.2009

Our Lady of Apostles Secondary School -

Ogun
05.2001

Skills

  • Customer Service Management
  • Team Leadership and Supervision
  • Recruitment and Training
  • Performance Management
  • Conflict Resolution
  • Process Improvement
  • Data Analysis and Reporting
  • CRM and Telephony Systems
  • MS Office Proficiency
  • Excellent Communication Skills
  • Service Standard Compliance
  • Critical Thinking

Timeline

Customer Service Representative

Payroll, Alight Solutions
02.2022 - Current

Home Support Worker

Paramed Home Health Care
01.2021 - 02.2022

Team Lead, Customer Service

9Mobile Telecommunication
01.2015 - 12.2017

Senior Customer Support Representative

9Mobile Telecommunication
10.2011 - 01.2015

Graduate Certificate - Big Data Analytics

Georgian College of Applied Arts And Technology

High School Diploma -

Durham Continuing Education

Customer Service Executive Training -

VPI Working Solution

Bachelor of Science: Computer Science -

Olabisi Onabanjo University

Our Lady of Apostles Secondary School -

Ogun

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Afolashade Olatunji-Alao