Atebezi Nju Tamo
Toronto,ON
Summary
Dynamic professional with a proven track record at BMO Bank of Montreal, excelling in front desk operations and technical support. Expert in organization and communication, I enhanced customer satisfaction through efficient appointment scheduling and streamlined processes. Adept at managing high-volume inquiries, I fostered collaboration and improved service delivery across departments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Receptionist (part - Time)
BMO Bank of Montreal
03.2025 - Current
- Managed front desk operations, ensuring seamless visitor experiences and efficient appointment scheduling.
- Coordinated communication between departments, enhancing inter-office collaboration and service efficiency.
- Streamlined check-in processes using CRM systems, improving customer satisfaction through timely assistance.
- Trained new staff on reception protocols, fostering a knowledgeable team capable of maintaining high service standards.
- Implemented filing system improvements, increasing document retrieval speed and reducing administrative delays.
- Responded to inquiries with professionalism, providing accurate information to clients and promoting positive impressions of the bank.
- Oversaw daily office supplies inventory, optimizing resource allocation for uninterrupted operational flow.
Technical Support Specialist
HCL Technologies
08.2022 - 11.2024
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Offered assistance in implementing and developing training programs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Diagnosed technical issues across software and hardware systems to enhance user experience.
- Provided remote support via ticketing system, ensuring timely resolution of client inquiries.
- Documented solutions and created knowledge base articles for recurring technical challenges.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Recorded and maintained relevant notes for each client and work order.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Tested new software and hardware prior to deployment.
Technical Support Advisor
Apple
04.2019 - 07.2022
- Resolved complex technical issues for diverse Apple products, enhancing customer satisfaction and loyalty.
- Provided expert guidance on software features and system troubleshooting, improving user experience consistency.
- Collaborated with cross-functional teams to streamline support processes, increasing operational efficiency.
- Trained new staff on technical support protocols and customer service best practices, fostering a knowledgeable team environment.
- Analyzed customer feedback to identify recurring issues, leading to proactive solutions and product improvements.
- Developed comprehensive documentation for troubleshooting procedures, facilitating knowledge sharing among team members.
- Led initiatives to optimize support workflows, reducing response times and improving overall service quality.
- Mentored junior advisors in advanced troubleshooting techniques, enhancing team capabilities and performance standards.
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by [Number]%.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Resolved program-level dependencies at risk of reducing efficiency by bottlenecking ongoing efforts.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Created detailed documentation for complex technical issues, simplifying resolution process for colleagues and clients alike.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Continuously sought opportunities to enhance personal knowledge and skills through attending industry conferences, webinars, and ongoing training sessions.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Tailored technical explanations according to each client''s level of expertise, ensuring clarity and understanding.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Increased team productivity with regular training sessions on emerging technologies and software updates.
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Mentored junior team members, sharing best practices and improving overall team performance levels.
- Analyzed audit findings to detect operational weaknesses for referral to management as potential areas of development focus.
- Identified and demolished development roadblocks to prohibit slowed operations or halted productive development efforts.
- Mitigated risk and managed liability by proactively applying latest cybersecurity advisories and best practices to internal operations and product development.
- Participated in weekly meetings to discuss ongoing cases, ensuring timely resolution of critical issues impacting client operations.
- Offered insight into standard methodologies and common obstacles faced by competing companies, based on experiences with past clients and third-party research.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
Education
Diploma - Law And Economics
University Of Bologna
Bologna - ItalyBachelor of Arts - Political Science
University Of Padova
Padova - ItalyNo Degree - Management
George Brown College
Toronto08-2025
Master of Arts - Management
University of Parma
Parma - Italy03-2018
Skills
- Organization skills
- Time management
- Telephone skills
- Data entry
- Verbal and written communication
- Administrative support
- Multi-line telephone operation
- Basic accounting
- Information protection
- Document control
- Security awareness
- Technical support
- Phone etiquette
- PC proficient
- Multi-line phone system operation
- Reception desk management
- Security
- Business operations
- Front desk operations
- Transcription and dictation
- Project management
- Meeting coordination
- Expense reporting
- Project coordination
- Travel coordination
- Spreadsheet tracking
- Record preparation
Languages
English
Native or Bilingual
French
Full Professional
Italian
Native or Bilingual
Certification
WHIMS
Timeline
Receptionist (part - Time)
BMO Bank of Montreal
03.2025 - Current
Technical Support Specialist
HCL Technologies
08.2022 - 11.2024
Technical Support Advisor
Apple
04.2019 - 07.2022
Diploma - Law And Economics
University Of Bologna
Bachelor of Arts - Political Science
University Of Padova
No Degree - Management
George Brown College
Master of Arts - Management
University of Parma