Ola Bolanle
Winnipeg,Manitoba
Summary
Experienced Customer Service Representative with a track record of managing over 30 daily inquiries and achieving a 95% customer satisfaction rate. Proficient in accurate data entry, reducing errors by 15%. Skilled in problem-solving, lowering escalation rates by 25%. Excellent communicator, adept at handling challenging situations with empathy. Committed to continuous learning and strict adherence to privacy standards. Eager to contribute to team success and drive customer satisfaction in a dynamic environment.
Overview
7
7
years of professional experience
Work History
Client Relations Specialist
Duke Hutsoft Consult Inc.
Toronto, ON
10.2022 - 11.2023
- Streamlined daily system check-ins, reducing information retrieval time by 20% through efficient email and notification management.
- Resolved an average of 30 customer inquiries per day via phone, email, and live chat, maintaining a 95% customer satisfaction rate.
- Accurately processed and updated 50+ customer records daily, enhancing data accuracy and contributing to a 15% reduction in order processing errors.
- Successfully managed challenging customer situations, resulting in a 25% decrease in escalated cases and maintaining high standards of customer service.
- Compiled and analyzed daily interaction reports, identifying trends that led to a 5% increase in problem resolution efficiency.
- Dedicated 5 hours per week to professional development, staying abreast of product updates and advanced customer service techniques, increasing personal productivity by 10%.
- Upheld strict compliance with company protocols and privacy regulations, ensuring zero breaches and upholding the integrity of sensitive customer data.
- Skillfully handled challenging customer interactions, demonstrating patience, empathy, and professionalism to effectively resolve issues.
- Prepared and submitted end-of-day reports summarizing daily interactions, highlighting significant issues and achievements.
- Engaged in continuous learning to stay informed about product updates, company policies, and advanced customer service techniques.
- Adhered strictly to company protocols and privacy regulations, ensuring the confidentiality and security of sensitive customer information.
Customer Service Representative
24-7 Intouch
Winnipeg, MB
06.2021 - 09.2022
- Update account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determine cause of problems to resolve product or service complain
- Recommended products to customers, thoroughly explaining details.
Office Assistant
Purple Rain Dental Clinic
Nigeria
05.2017 - 11.2019
- Performed data entry tasks into various computer systems accurately and efficiently.
- Answered phone calls and directed them to appropriate personnel.
- Managed inventory of office supplies and placed orders when needed.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Greeted visitors in a professional manner and provided assistance when necessary.
- Assisted in onboarding new employees by providing orientation materials and training resources.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the office budget.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
Education
Diploma - Medical Office Assistant
CDI College
Winnipeg, MB04-2025
Bachelor of Science - Business Education
University of Lagos
Nigeria01.2007
Skills
Technical Support
Customer Support
Written and Oral Communications
Information Updates
Good Listening Skills
Detailed Evaluations
Effective Communication
Problem-Solving Skills
Attention to Detail
Time Management
Patience and Empathy
Data Analysis
Continuous Learning
Team Collaboration
Adaptability
Compliance and Integrity
Timeline
Client Relations Specialist
Duke Hutsoft Consult Inc.
10.2022 - 11.2023
Customer Service Representative
24-7 Intouch
06.2021 - 09.2022
Office Assistant
Purple Rain Dental Clinic
05.2017 - 11.2019
Diploma - Medical Office Assistant
CDI College
Bachelor of Science - Business Education
University of Lagos
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