LCT tool, Relationship Builder, Intermediate Excel, Word and Microsoft Powerpoint skills
Chinedu Kenneth
Contact Center Rep II - Easyline
Calgary,AB
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Contact Center Rep II - Easyline
TD Canada Trust
10.2022 - Current
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained up-to-date knowledge of product and service changes.
Personal Banking Associate
TD Canada Trust
11.2018 - 10.2022
- Processed unsecured and secured, Line of credit, loan, credit card diligently using the Lending compliance tool (LCT) resulting in increased loan approval rates for qualified borrowers.
- Utilized Relationship builder CRM tool to generate leads and convert to sales.
- Assisted customers in opening new accounts, ensuring thorough understanding of available products and services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
- Prospected for new business through networking, community outreach and customer referral generation.
- Provided advice on different bank products and financial options.
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
- Developed tailored solutions to meet individual banking needs.
- Assisted in managing branch risk levels by working closely with colleagues to identify and report any suspicious transactional activities or potential fraud attempts.
Education
Bachelor of Management - Human Resource Management And Labour Relations
University of Lethbridge
Calgary, AB 01.2024 - 12.2025
No Degree - Certificate - Advanced Investment Strategies
Canadian Securities Institute
Toronto, ON 05.2001 -
No Degree - Certificate-Immigration Law, Policy & Procedure
University of British Columbia
Vancouver, BC 05.2001 -
No Degree - Certificate-Corporate Readiness Training Program
Bow Valley College
Calgary, AB 05.2001 -
Bachelor of Science - Accounting - IQAS Evaluated
Ogun State University
Nigeria 05.2001 -
Skills
Excellent product knowledge
Strong communication Skill
Problem-solving abilities
Workload Management
Multitasking & Product Upselling Skills
Complaint resolution
Excellent oral, verbal and written communication skills
IT troubleshooting skills to resolve hardware and software issues
Software
Hobbies
Reading, Riding Bikes, Learning new things, Repairing and troubleshooting computers and networks-Completed studies/Training for Comptia A+
Timeline
Bachelor of Management - Human Resource Management And Labour Relations
University of Lethbridge
01.2024 - 12.2025
Contact Center Rep II - Easyline
TD Canada Trust
10.2022 - Current
Personal Banking Associate
TD Canada Trust
11.2018 - 10.2022
No Degree - Certificate - Advanced Investment Strategies
Canadian Securities Institute
05.2001 -
No Degree - Certificate-Immigration Law, Policy & Procedure
University of British Columbia
05.2001 -
No Degree - Certificate-Corporate Readiness Training Program
Bow Valley College
05.2001 -
Bachelor of Science - Accounting - IQAS Evaluated
Ogun State University
05.2001 -