Amadou Bello BAH
Toronto,ON
Summary
Results-driven professional with extensive experience at TELUS Digital, excelling in bilingual customer support and service request processing. Achieved a remarkable increase in customer satisfaction through effective issue resolution and active listening. Proven ability to manage high-volume operations while maintaining compliance with quality standards and SLAs.
Overview
8
8
years of professional experience
Work History
VAC Manager – Customer Operations
TLScontact Philippines
Cebu, Philippines
06.2025 - 02.2026
- Managed high-volume inbound client requests via phone and email while ensuring accuracy and professionalism
- Created, tracked, and completed service-related requests in line with client requirements and SLAs
- Coordinated urgent and emergency matters with appropriate stakeholders to ensure timely resolution
- Maintained accurate documentation of client communications, work orders, and operational records
- Achieved 98% compliance in internal audits through adherence to company quality standards
Team Leader – Customer Service Operations
TELUS Digital
Manila, Philippines
01.2021 - 04.2023
- Supported inbound call and email operations in a fast-paced call centre environment
- Ensured accurate creation and completion of customer service requests and documentation
- Increased Customer Satisfaction (CSAT) from 82% to 92% through quality-focused initiatives
- Managed escalations and time-sensitive requests with strong client focus and urgency
- Consistently met call centre KPIs, QA standards, and SLA targets
Subject Matter Expert & Bilingual Technical Support Agent
TELUS Digital
06.2018 - 01.2021
- Delivered bilingual phone and email support to North American clients
- Maintained 95%+ CSAT while meeting strict quality and response-time standards
- Created detailed CRM documentation and supported administrative reporting processes
Education
Bachelor of Science - Public Administration
Kofi Annan University
Guinea06-2015
Some College (No Degree) - Business Management
Asia Pacific College
ManilaSkills
- Bilingual Customer Support
- Inbound Call & Email Management
- Work Order & Service Request Processing
- Purchase Order / PCard Request Support
- Client Portal & SLA Management
- Active Listening & Probing Skills
- Customer Issue Resolution & Escalation Handling
- CRM & Multi-System Navigation
- Administrative Reporting Support
- Call Centre Metrics & Quality Standards
Availability
Flexible schedule availability
Work Eligibility
Eligible to work in Canada
Personal Information
Immigration Status: Permanent Resident
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Timeline
VAC Manager – Customer Operations
TLScontact Philippines
06.2025 - 02.2026
Team Leader – Customer Service Operations
TELUS Digital
01.2021 - 04.2023
Subject Matter Expert & Bilingual Technical Support Agent
TELUS Digital
06.2018 - 01.2021
Bachelor of Science - Public Administration
Kofi Annan University
Some College (No Degree) - Business Management
Asia Pacific College