Agu Obiajulu
Ottawa,ON
Summary
Dedicated Customer Support Professional with a proven track record of delivering exceptional first-line support. Experienced in operating as a primary liaison between clients and the organization, adept at resolving inquiries of both product and technical nature. Proficient in assessing and resolving various situations, documenting processes, and ensuring adherence to support guidelines. Committed to maintaining up-to-date knowledge of applications and technologies.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Scotiabank
01.2020 - 12.2023
- Acted as the primary support liaison between the organization and clients, delivering first-line customer support via telephone, electronic tickets, and chat.
- Resolved inquiries of both product and technical nature, assessing software configuration, setup, and code to identify appropriate resolutions or escalations.
- Utilized support guidelines to ensure an effective and timely response to client inquiries.
- Reported detailed information within the client tracking system, documenting processes, routines, and programs in accordance with defined guidelines and team objectives.
- Proactively reviewed the database of submitted items, following up with internal and external clients to confirm satisfactory resolution of inquiries and/or issues.
- Collaborated closely with team members, exchanging knowledge through peer-to-peer interaction training sessions.
- Maintained current knowledge and awareness of applications and related technologies.
- Developed, monitored, documented, and maintained best practices in customer support.
Education
Bachelor of Science - Computer Science
University Of Nigeria
Post Graduate Diploma - Computer Information Systems
Seneca College of Applied Arts And Technology
North York, ONSkills
- Customer Support
- Technical Troubleshooting
- Software Configuration
- Ticket Handling
- CHAT Support
- Documentation
- Database Management
- Peer-to-Peer Training
- Knowledge Management
- Best Practices Development
Timeline
Customer Care Representative
Scotiabank
01.2020 - 12.2023
Bachelor of Science - Computer Science
University Of Nigeria
Post Graduate Diploma - Computer Information Systems
Seneca College of Applied Arts And Technology
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