BENJAMIN TAIWO
Toronto,ON
Summary
Driven by intellectual curiosity, with diverse work histories and years of human interaction experience, I am a personable and dedicated Service Specialist with over 3 years of experience in various fields. I am able to unveil customers' pain points, proffer strategic solutions, and follow up to ensure continuous satisfaction. Solid team player, with an upbeat, positive attitude, and proven skill in establishing rapport with clients. Dedicated to maintaining customer satisfaction, and contributing to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Specialist
EQUITABLE BANK
Toronto, ON
07.2025 - Current
- Collaborated with team members to enhance customer service processes and workflows.
- Liaised with internal departments and teams to address complex customer concerns efficiently, leading to the successful delivery of solutions according to client needs.
- Kept track of service levels across the board, and personally worked on outstanding items to ensure SLA levels are well over 90%.
- Ensured compliance with applicable laws and regulations, and identified opportunities for improvement in existing processes or procedures.
- Developed customer service policies and procedures in accordance with company standards, and updated departmental FAQs.
- Met and exceeded performance goals to support long-term company growth and market dominance, while also mentoring new employees.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Consistently followed up with law firms, POAs, and authorized individuals to ensure defaulting accounts are brought up to date, with a 95% success rate.
Customer Service Specialist - Mortgage Services
EQUITABLE BANK
Toronto, ON
03.2022 - Current
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Managed senior citizens' accounts to ensure timely disbursing of funds, and updated mortgage accounts.
- Developed strong customer relationships, gained through personal development in mortgage and customer service, to encourage repeat business.
- Answered an average of 40 inbound calls, made outbound calls, attended to an estimated 48 emails, as well as cases and tasks, to facilitate a greater customer experience, and timely resolutions.
- Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
- Promoted high customer satisfaction by resolving problems with knowledgeable, and friendly service.
- Improved customer service wait times to mitigate complaints.
- Documented customer correspondence in CRM and Portfolio Plus to track requests, problems, and solutions.
- Effectively communicated with teammates, managers, and other departments to solve issues in a timely manner, which, in turn, bolstered customer experience and made me a top 3 employee in my department at the end of last year.
Customer Relations Associate
HGS Canada/Fido
Toronto, ON
12.2021 - 03.2022
- De-escalated complex customer concerns, maintaining calm, friendly demeanour.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Answered 40+ inbound calls per day and directed to individuals or departments.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
VIJIBUKS VENTURES LTD
04.2021 - 10.2021
- Promoted high customer satisfaction by providing swift resolution to problems in courteous and friendly manner
- Educated customers on new and existing products, company offerings, product benefits, and general clients needs
- Answered 20+ inbound calls per day providing assistance to customers and directed to departments
- Documented conversations with customers to track requests, problems and solutions thereby improving client retention by 20%.
Education
Certification - Certified in CyberSecurity
ISC2
02-2025
Bachelor of Commerce - Accounting
Osmania University
11.2018
Diploma - Social Work
University of Lagos
08.2012
Certification - Security + [In-View]
Comptia
Skills
- Account management: relationship building, time management, adaptability, verbal and written communication, strategic planning, collaboration, client rapport, and great listener
- Leadership skills include problem solving, good communication, good management, being supportive, and excellent interpersonal relationships
- Tools and applications: Microsoft Word, Microsoft Excel, 70 WPM, 1Source, Maestro, Five9, ICM/V21, Avaya, Workspace, Zoom, PPLUS, CRM, Knowledge Base, Microsoft Teams, and Google Meet (teleconference)
- Entrepreneurial skills: sales management, time management, and efficient customer relations
- Analytical skills: critical thinking, research, problem-solving, communication, logical reasoning, creativity, and attention to detail
- Ability to work effectively individually or in teams, and within a fast-paced environment
- Report creation
- Inbound and outbound call handling
- PCI regulations knowledge
- Complaint resolution
- Very agile and quick to catch on to tools and processes
- Efficient and detail-oriented
Websites
Timeline
Senior Customer Service Specialist
EQUITABLE BANK
07.2025 - Current
Customer Service Specialist - Mortgage Services
EQUITABLE BANK
03.2022 - Current
Customer Relations Associate
HGS Canada/Fido
12.2021 - 03.2022
Customer Service Representative
VIJIBUKS VENTURES LTD
04.2021 - 10.2021
Certification - Certified in CyberSecurity
ISC2
Bachelor of Commerce - Accounting
Osmania University
Diploma - Social Work
University of Lagos
Certification - Security + [In-View]
Comptia