Hi, I’m
Dinah Sapphire Aminu
REGINA,SASKATCHEWAN
Summary
I am an experienced and highly organized Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
9
years of professional experience
Work History
Regina Residential Resource CentreRegina, Canada
Customer Support Officer
02.2024 - Current
Job overview
- Provide administrative support to department managers, including calendar management, meeting coordination, and document preparation and management
- Welcome and direct visitors and clients, providing a positive and professional experience
- Maintain efficient electronic and physical filing systems to update, store and retrieve client information
- Accurately update client account information in line with acceptable work procedures and government legislation
- Compiling and analysing pertinent data to generate periodic reports for management review
- Perform all assigned tasks in line with workplace policies and procedures.
Precisehire Associates
Customer Support Representative
05.2020 - 09.2023
Job overview
- Handled a high volume of customer inquiries via phone, email, and live chat in a fast-paced call centre environment
- Responded to customer inquiries in a professional and friendly manner, ensuring overall satisfaction
- Utilized complex procedures and software systems to address customer concerns, resolve issues, and provide accurate information
- Utilized advanced software systems to manage customer interactions, update records, and track issue resolution
- Generated relevant reports and analyzed data to identify user trends, track key growth indicators and drive continuous improvement initiatives
- Collaborated effectively with cross-functional teams to streamline processes, improve service delivery, and enhance the overall customer experience
- Participated in several personal and company training and development programs to stay updated on business trends and changes in product and policy features.
Quality Solutions Ltd
Project Co-ordinator
05.2018 - 02.2020
Job overview
- Facilitated communication between project teams and other stakeholders
- Defined project scope, goals, and deliverables
- Maintained accuracy in project documentation.
Ecobank PLC
Customer Service Representative
08.2015 - 11.2017
Job overview
- Conducted comprehensive product training sessions to educate customers on new financial products and services, leading to a considerable surge in enrollment and customer satisfaction
- Managed all customer billing and balance discrepancy concerns, ensuring prompt resolution
- Promptly escalated unresolved issues to the appropriate department for further attention and resolution
- Provided timely and empathetic customer assistance via email and live chat through active listening and addressing product-related issues
- Updated customer account information promptly and accurately in electronic and physical files
- Handled sensitive client and staff information with utmost discretion and professionalism
- This reinforced brand confidence and exponentially improved customer retention, highlighting my commitment to maintaining trust and confidentiality
- Accurately documented client interactions in the CRM system, and actively monitored customer complaints, resulting in a substantial reduction in issue resolution turnaround time.
Education
Ladoke Akintola University
Business Certificate from Business Administration
01.2021
Skills
- Customer Success Management
- Customer service excellence
- Data Management
- Report Generation
- Complaint Handling
- Account Administration
- Incoming Call Management
- Customer Needs Assessment
- Interpersonal Skills
- Teamwork and Collaboration
- Time management abilities
- Problem-solving abilities
- Continuous Improvement
- Attention to Detail
- Effective Communication
Skills Highlight
- Strong computer proficiency in Microsoft Office, MS Word, excel, Outlook and G-Suite.
- Demonstrated superior customer service, interpersonal, and relationship management skills.
- Exceptional data entry skills with 35Wpa typing speed.
- Proficient in utilizing support tools and platforms like Microsoft Teams, zoom and Skype.
- Strong written and oral communication skills
- Highly adaptable to changing priorities and business needs.
- Adept at conducting research, surveys, analysis, and interpretation of collected data.
- Well-versed in general office procedures, record management practices, calendar management, scheduling meetings, and appointments.
- Excellent team player who can contribute and work effectively in multicultural and team environments.
- Demonstrated organizational, time management and multi-tasking skills.
References
Available on request
Timeline
Customer Support Officer
Regina Residential Resource Centre
02.2024 - Current
Customer Support Representative
Precisehire Associates
05.2020 - 09.2023
Project Co-ordinator
Quality Solutions Ltd
05.2018 - 02.2020
Customer Service Representative
Ecobank PLC
08.2015 - 11.2017
Ladoke Akintola University
Business Certificate from Business Administration
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