Summary
Overview
Work History
Education
Skills
Languages
Timeline
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AMEN OKOUGHA

WINNIPEG,Manitoba

Summary

Dedicated Customer Service Professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty while maintaining professional relationship to increase profitability and drive business results.

Overview

12
12
years of professional experience

Work History

Customer Engagement Specialist

Manitoba Hydro
04.2023 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Exceeded monthly targets for response time and resolution rate consistently, maintaining high standards of support quality.
  • Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed approximately 50 incoming calls, and correspondence per day from customers.

Customer Service Representative

TTEC CANADA SOLUTIONS INC
10.2022 - 04.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer correspondence promptly to avoid on-hold wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Communicated professionally with colleagues, freelancers and clients.
  • Resolved 10 customer service issues via email per hour.

Customer Support Representative

BENIN ELECTRICITY DISTRIBUTION COMPANY (BEDC)
10.2020 - 05.2022
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Respond to over 20 customer inquiries on phone and in writing with respect to energy accounts, provision of electric service, including connects, disconnects and power outages per day.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Recognize potential emergencies and follow procedures to ensure customer safety .
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
  • Explain billing procedures, service charges, fees and programs to our customers.
  • Provided customers with information about various customer-oriented programs, directing them to appropriate source as required.
  • Data entry, filing, creating records, email duties, paying and organizing bills.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Officer

ECOBANK INTERNATIONAL LIMITED
04.2012 - 09.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted over 20 call-in customers with questions and orders per day.
  • Provided primary customer support to internal and external customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Opening of customer's account ensuring mandate is well captured Ensuring internet banking, ATM, POS, Mobile Banking and other bank products are readily enabled for customers use.
  • Listening attentively to customers concerns while ensuring all concerns are resolved quickly.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Participate in weekly meeting with Product Leads to review client issues and priorities.
  • Educate clients on account services and resolved client inquiries regarding statement information and account balances.
  • Assist in creation and maintenance of internal customer service portal access for users.
  • Handling and resolving all customers challenges with empathy .
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Promoted company brand and unique offerings through personalized customer service.
  • Resolved concerns with products or services to help with retention and drive sales.

Education

Bachelor of Science - MICROBIOLOGY

AMBROSE ALLI UNIVERSITY,
EKPOMA
06.2006

Skills

  • Active Listening, Patient and Empathetic
  • Account Management, Issue and Complaint Resolution
  • Establishing and Maintaining Customer Relationships
  • Call Documentation
  • Proficiency in Microsoft Office Tools
  • Customer Data Confidentiality
  • Administrative and Office Support
  • Quality Assurance Controls
  • Customer Retention Strategies
  • Computer Proficiency
  • Calm and Professional Under Pressure
  • Sales Expertise
  • Remote Technical Support
  • Call Management
  • Data Collection

Languages

English
Full Professional

Timeline

Customer Engagement Specialist

Manitoba Hydro
04.2023 - Current

Customer Service Representative

TTEC CANADA SOLUTIONS INC
10.2022 - 04.2023

Customer Support Representative

BENIN ELECTRICITY DISTRIBUTION COMPANY (BEDC)
10.2020 - 05.2022

Customer Service Officer

ECOBANK INTERNATIONAL LIMITED
04.2012 - 09.2020

Bachelor of Science - MICROBIOLOGY

AMBROSE ALLI UNIVERSITY,

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