Atebezi Nju Tamo
Mississauga,ON
Summary
Equipped with strong problem-solving abilities, troubleshooting technics, willingness to learn, and excellent communication skills, a Customer Service Professional and Technical support Specialist with relevant hands-on experience. Has demonstrated strong analytical and teamwork skills, with proven ability to adapt to new environments. Multi-cultural and enormously gifted with sympathy and empathy is eager to
contribute to team success and further develop professional skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Receptionist (part-time On-call)
GardaWorld Security
Toronto, ON
04.2019 - 01.2026
- Welcome guests with professionalism and courtesy, fostering a hospitable environment while while prioritizing safety.
- Manage front desk operations, ensuring satisfactory visitor check-in experiences and efficient appointment scheduling.
- Checked photo identification prior to granting access to facility, meeting rooms and accommodations to eliminate unauthorized visitors
- Coordinate communication between departments, facilitating smooth information flow, enhancing inter-office collaboration
and service efficiency. - Streamlined check-in processes using CRM systems, and timely assisting over 300 persons per day.
- Train new staff on reception protocols, fostering a knowledgeable team capable of
maintaining high service standards. - Training new personnel on reception and security protocols as well as emergency procedures.
- Respond to inquiries with professionalism, providing accurate information to clients and
promoting positive impressions of the Center. - Monitored premises through CCTV cameras to ensure safety and security of personnel and property.
- Help maintain office security by monitoring visitor access and issuing badges.
- Operate multi-line telephone system to answer and direct high volume of calls and made reservations.
- Compiled daily reports and formulated incident reports with action taken for any occurrences on-site in accordance with facility protocols.
Technical Support Advisor - Remote - on Contract
Apple
Toronto, ON
03.2022 - 02.2025
- Assisted customers via phone, chat, and email in identifying issues, troubleshoot and, explained solutions to restore service and functionality of iPhone and iPad,
- Educated Customers on iPhone and iPad and provided expert guidance on issues regarding iOS and iPad software, its features and system troubleshooting to improving user experience consistency.
- Diagnose and resolve issues related to iPhone and iPad connectivity such as Wi-Fi, Bluetooth and cellular.
- Assisted users in creating Apple ID, while resolving any issues related to existing Apple ID.
- Educated users on Apps Functionality and guided customers step by step regarding technical solutions related to Apps.
- Maintained up to date knowledge of all iPhone and iPad models, iOS updates, Apple services and new features.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- 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.
- Continuously sought opportunities to enhance personal knowledge and skills to stay updated on iPhone and iPad latest technology.
- Mitigated risk and managed liability by proactively applying latest cybersecurity advisories and best practices to internal operations.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Assisted in standardizing technical operations reporting parameters to reduce wasted and redundant effort across multidisciplinary teams.
- Assisted users in Removing malware, ransomware, and other threats from iPhones systems.
- Assisted users in downloading and testing new software and hardware.
- Organized, maintained and updated customers' information in computer databases.
Customer Service Representative, Remote
Spin Master
Toronto, ON
05.2019 - 02.2022
- Responded to customers through phone calls, email and chat in English and Italian.
- Assisted customers in identifying issues, troubleshoot and explained solutions to restore functionality of toys and games.
- Troubleshoot and resolve problems regarding online games accounts and give billing information.
- Communicated with management when customer issues were escalated and worked to find resolutions.
- First point of contact for all Business partners from Italy. Responded to sales enquiries and was in constant communication with the Sales and Commercial department.
- Make translations from English to Italian and from Italian to English,
- Retrieve and access information regarding customer cases from computer system,
- Answered up to 40 calls per day in a busy, fast-paced office for both English and Italian-speaking customers resolving customers concerns immediately and effectively.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Handling personal information and Guaranteeing privacy.
- First point of contact for Inventors and make an initial assessment of their proposals,
- Updated and maintained information in customer accounts.
- Work beyond the expectations of my rule in the Italian queue: prepared the call prompt and standardized emails response of different categories.
Education
Certificate in Computer Hardware And Networking - Information Technology
University of Waterloo
Waterloo, Ontario04-2026
OSLT For Professional Managers - Management
George Brown College
Toronto09-2025
Master of Arts - International Business
University of Parma
Parma - Italy03-2018
Bachelor of Arts - International Relations And Human Rights
University of Padua
Padua - Italy03-2015
Skills
- Report writing and Incident reporting
- General security
- Customer service
- De-escalation techniques
- Remote support
- Software installation
- Data entry
- Product troubleshooting
- Active listening
- Call center experience
- Payment processing
- Administrative support
- Customer relationship management
- Multi-line phone talent
- Coordination
Accomplishments
- Responded to over 45 customer inquiries each day.
- Reduced customer waiting time by over 20% by standardizing response to common inquiries and implementing numerous process improvements.
- Reduced the average time per call which led to an increase in my team rating.
- Supervised team of 9 staff members.
Languages
English
Native or Bilingual
French
Full Professional
Italian
Native or Bilingual
Certification
- WHIMS
- Ontario Security License
Timeline
Technical Support Advisor - Remote - on Contract
Apple
03.2022 - 02.2025
Customer Service Representative, Remote
Spin Master
05.2019 - 02.2022
Receptionist (part-time On-call)
GardaWorld Security
04.2019 - 01.2026
Certificate in Computer Hardware And Networking - Information Technology
University of Waterloo
OSLT For Professional Managers - Management
George Brown College
Master of Arts - International Business
University of Parma
Bachelor of Arts - International Relations And Human Rights
University of Padua