Summary
Overview
Work History
Education
Skills
Websites
Work Availability
Quote
Timeline
SoftwareDeveloper
BENJAMIN TAIWO

BENJAMIN TAIWO

Toronto,ON

Summary

Driven by intellectual curiosity, with diverse work histories and years of human interaction experience, I am able to unveil customers pain points, proffer strategic solutions and follow up to ensure continuous satisfaction. Personable and dedicated Customer Service Specialist with 3+ years experience in various fields. Solid team player with 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 demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

4
4
years of professional experience

Work History

Customer Service Specialist - Mortgage Services

EQUITABLE BANK
03.2022 - Current
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Developed strong customer relationships, gained through personal development in mortgage services and customer service to encourage repeat business.
  • Answered an average of 40 inbound calls, made outbound calls, attended to an estimated 30 emails, as well as cases and tasks to facilitate 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 to track requests, problems and solutions.
  • Effectively communicated with my colleagues, managers and other departments to solve issues in a timely manner for clients, which in turn bolstered customer experience, and made me top 3 employee in my department last year end.
  • Though, a member of the team, I have some other colleagues learning from, and shadowing me. Showed the newer members of the team how to navigate, tackle/respond to tougher clients, and taught them de-escalation processes.
  • Changed certain operational procedures, made the management see core customer pain points, and provided suggestions on how to ameliorate such situations.

Customer Relations Associate

HGS Canada/Fido
Toronto, ON
12.2021 - 03.2022
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Set up and activated customer accounts.
  • 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
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • 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%.

Team Lead

National Youth Service Corps
06.2019 - 06.2020
  • Fostered positive employee relationships through communication, training and development coaching
  • Successfully partnered with other youth corp members to implement policies, procedures and process improvement initiatives to improve customer retention rate
  • Recognized by management team for strong work ethics and providing exceptional customer service
  • Worked through series of overtime hours and across various functions based on team needs
  • Delegated daily tasks to team members and developed weekly staff schedules to optimize group productivity.

Education

Bachelor of Commerce - Accounting

Osmania University
11.2018

Diploma - Social Work

University of Lagos
08.2012

Certificate - Scrum Master

Udemy

AZ-900 - Azure Fundamentals

Microsoft

AZ-204 (In-View) - Microsoft Azure

Microsoft

Skills

  • Leadership skills: Problem solver, good communication, good management, supportive, excellent interpersonal relationship
  • Tools and Applications: Microsoft Word, Microsoft Excel, 70WPM, 1Source, Maestro, Five9, ICM/V21, Avaya, Workspace, Zoom, PPLUS, CRM, Knowledge Base, Microsoft Teams, and Google Meets (Teleconference)
  • Entrepreneurial skills: Sales management, Time management, and efficient customer relations
  • Ability to work effectively in teams and within fast-paced environment
  • Retail sales customer service
  • Report creation
  • Inbound and Outbound Calling
  • PCI regulations knowledge
  • Issue and Complaint Resolution
  • Efficient and Detail-Oriented

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Never let yesterday use up too much of today.
Will Rogers

Timeline

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

Team Lead

National Youth Service Corps
06.2019 - 06.2020

Bachelor of Commerce - Accounting

Osmania University

Diploma - Social Work

University of Lagos

Certificate - Scrum Master

Udemy

AZ-900 - Azure Fundamentals

Microsoft

AZ-204 (In-View) - Microsoft Azure

Microsoft

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