Amon OKON
Ottawa,ON
Summary
Successful Customer Care Advisor with six years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. I consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Advisor (Bilingual)
Scotiabank
04.2025 - Current
- Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.
- Worked closely with other departments to resolve complex issues quickly and effectively.
- Implemented feedback-driven improvements, resulting in increased customer satisfaction scores.
- Managed high call volume while maintaining professional demeanor and excellent service quality.
- Contributed to a positive team environment through active collaboration and open communication with colleagues.
- Utilized upselling techniques when appropriate to increase revenue while still meeting customer needs genuinely.
- Maintained detailed notes of each interaction in the CRM system which allowed seamless follow-ups when necessary.
- Participated in ongoing training sessions to stay updated on company policies, products, and best practices for customer care.
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Exceeded performance metrics consistently, contributing to the team''s overall success.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
Customer Service Representative (Bilingual)
NTT Data
12.2024 - 04.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Officer
TASSE Services Ltd
12.2019 - 11.2024
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Retail Sales Associate
SOVERD GROUP Ltd
11.2013 - 08.2014
- Greeted customers and helped with product questions, selections, and purchases.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Increased sales revenue through effective product recommendations tailored to individual customers.
Sales Agent
Epsilon Ltd
05.2013 - 10.2013
- Developed strong relationships with clients through excellent customer service and regular followups.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
Education
Baccalauréat - philosophie
Institut Supérieur Privé de Philosophie
01.2017
College Diploma - Business management (Marketing)
ESAM, School of Business Management
01.2012
Skills
- Empathy
- Bilingual (Français, Anglais)
- Complaint handling
- Call center experience
- Customer satisfaction measurement
- Decision-making
- Time management
- Customer service
- Display setup
- Goals and performance
- Inventory control
- Team management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
Anglais
Native or Bilingual
Français
French
Native or Bilingual
Certification
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Customer Care Advisor (Bilingual)
Scotiabank
04.2025 - Current
Customer Service Representative (Bilingual)
NTT Data
12.2024 - 04.2025
Customer Service Officer
TASSE Services Ltd
12.2019 - 11.2024
Retail Sales Associate
SOVERD GROUP Ltd
11.2013 - 08.2014
Sales Agent
Epsilon Ltd
05.2013 - 10.2013
Baccalauréat - philosophie
Institut Supérieur Privé de Philosophie
College Diploma - Business management (Marketing)
ESAM, School of Business Management
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