Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Singing, Dancing, Listening to Music, Writing Music, Drawing, Playing Games, Jogging and Reading.
Timeline
Hi, I’m

Albert Ade-Williams

Orillia,Ontario
Albert Ade-Williams

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the industry. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Committed to maintaining professional relationships to increase profitability and drive business results. Enhanced customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.

Overview

2
years of professional experience

Work History

University Teaching Hospital (UCH)

Healthcare Customer Service Representative
04.2020 - 01.2021

Job overview

  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Boosted customer retention by promptly handling complaints and providing appropriate solutions.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Assisted in the creation of knowledge base articles and reference materials, streamlining access to information for both team members and customers alike.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
  • Identified, analyzed and researched systemic issues and made recommendations for resolution.

MTN

Customer Service Representative
11.2018 - 01.2020

Job overview

  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Education

Georgian College
Barrie, ON

Ontario College Graduate Certificate from Biotechnology - Health
12.2025

University Overview

Oladipo Alayande School Of Science
Ibadan, Oyo State, Nigeria

High School Diploma
07.2016

University Overview

Skills

  • Consultative Sales
  • Scheduling
  • Report Generation
  • Information Security
  • Active Listening
  • Empathy
  • Communication
  • Problem Resolution
  • Customer Relationship Management (CRM)
  • Service Standard Compliance
  • Prioritization
  • Adaptability
  • Escalation Management

Accomplishments

Accomplishments
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 50+ calls per day, providing information and service to ensure customer satisfaction.
  • Resolved product issue through consumer testing.

Languages

English
Full Professional

Singing, Dancing, Listening to Music, Writing Music, Drawing, Playing Games, Jogging and Reading.

Singing, Dancing, Listening to Music, Writing Music, Drawing, Playing Games, Jogging and Reading.

Singing, Dancing, Listening to music and Writing music

  • Love to sing and dance while listening to music. I love listening to music because it calms the soul, it also makes me thing clearly.
  • Love to write songs. I love to put my heart felt contents to words, it also a means of conveying my feelings.

Drawing

  • Love to draw, even though I can't really draw, I love Arts and it also helps me improve my motor skills and hand-eye coordination and expression through art can help people with depression, anxiety, and stress.

Playing Games

  • Love to play games because it is a safe space to fail, build resilience, overcome challenges to improve memory and problem solving skills to improve social skills.

Jogging

  • Love to Jog because it reduces stress, strengthen muscles and helps maintain weight.

Reading

  • Love to read because reading because it improves cognitive function by increasing memory retention and critical thinking skills, it broadens one's knowledge and understanding of various subjects, including history, science, literature, and philosophical topics.

Timeline

Healthcare Customer Service Representative
University Teaching Hospital (UCH)
04.2020 - 01.2021
Customer Service Representative
MTN
11.2018 - 01.2020
Georgian College
Ontario College Graduate Certificate from Biotechnology - Health
Oladipo Alayande School Of Science
High School Diploma

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Albert Ade-Williams