Don Omoike
Jack of all trades, master of none, but oftentimes better than master of one
John Florio
Summary
Efficient, result-oriented, disciplined, and experienced customer representative / Administrative professional with over 5+ years of experience in frontline customer service and office administration in various service sectors. I am versatile in customer management, office administration, scheduling, technical support, banking, and sales. Experienced in leading diverse teams and handling customer complaints, maintaining a positive and friendly disposition. I am experienced in demonstrating the imperativeness of one goal and one team initiative to achieving results.
Overview
5
5
years of professional experience
1
1
Certificate
Work History
Senior Customer Service Representative
Molycorp
04.2023 - Current
- Handle 60+ calls daily, ensuring quality and ethical compliance.
- Respond to all requests received from clients in a courteous and timely manner.
- Access and review publicly available British Columbian government websites to determine and provide the appropriate response to requests.
- Transfer requests to the appropriate resources at a Province ministry or Province business area where the nature of the request requires information not available to the service provider or constitutes complex services.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Understand and comply with MOLYCORP Canada, legislated, and client policies and work procedures accurately.
- Manage interactions with clients and colleagues respectfully, collaboratively, and professionally to contribute to a harmonious, productive work environment.
- Escalated issues to proper supervisors when standard processes were not effective.
Customer Care Representative
Saputo
01.2021 - 03.2023
- Handled 45+ calls daily, responding promptly to customer inquiries.
- Communicated with customers through various channels, acknowledging and resolving complaints.
- Processed orders, forms, applications, and requests.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Coordinated and communicated with colleagues as necessary.
- Provided feedback on the efficiency of the customer service process.
- Managed a team of junior customer service representatives.
- Ensured customer satisfaction and delivered professional customer support.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Assisted call-in customers with questions and orders.
Supervisor, Customer Service
Access Bank
12.2019 - 01.2021
- Acted as a liaison, provided product/service information, answered customer inquiries, and resolved account-related issues with accuracy and efficiency.
- Provided accurate, valid, and complete information to clients, using bank policies and guidelines.
- Supervised 40+ employees, including training and monitoring compliance with bank regulations.
- Conducted data entry and performed research to troubleshoot customer account problems.
- Provided feedback regarding the effectiveness of the internal knowledge base and reported trends in customer inquiries.
- Accessed and reviewed publicly available financial resources and internal databases to determine and provide appropriate responses to client requests.
- Led key customer support initiatives aimed at improving customer retention and satisfaction.
- Referred or transferred complex requests to appropriate banking departments or specialists when necessary.
- Reviewed KPIs to ensure compliance with performance metrics and quality assurance standards.
- Managed interactions with clients, colleagues, and stakeholders professionally to maintain a positive banking experience.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Education
BBA - Business Administration
12.2024
Bachelor of Science - Architecture
07.2019
- Graduation with Distinction, 2019
Skills
Customer care
Client Services Management
Performance evaluation
Cross functional collaboration
Troubleshooting
Technical support
Time Management
Team supervision and training
Customer complaint resolution
Quality Assurance
Microsoft Excel, Word, PowerPoint
Languages
English
Software
Autocad
Revits
Sketchup
Additional Information
- Maintained a positive attitude with a key focus on proficiency, quality, and time management.
- Demonstrated excellent knowledge of Microsoft Office (Excel, Outlook), including the ability to create spreadsheets using formulas and other advanced functionalities.
- Possessed strong expertise in Geneses, Salesforce, Shelf/Knowledge Base, Cisco Finesse, Verint, and Jabber.
- Effectively worked under pressure in a fast-paced environment.
- Acquired excellent working knowledge of various Enterprise Resource Planning (ERP) tools.
- Exhibited strong organizational skills and the ability to multitask efficiently.
- Paid close attention to detail and followed through to resolve outstanding issues in a timely manner.
- Displayed strong communication and interpersonal skills, with a collaborative attitude, outstanding character, and high personal values.
- Ensured privacy and security of personal information while maintaining confidentiality.
- Excelled in English communication (both verbal and written), with solid computer skills and excellent teamwork abilities.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Reading
Driving
Photography
Timeline
Senior Customer Service Representative - Molycorp
04.2023 - Current
Customer Care Representative - Saputo
01.2021 - 03.2023
Supervisor, Customer Service - Access Bank
12.2019 - 01.2021
University of Fraser Valley - BBA, Business Administration
Ambrose Alli University - Bachelor of Science, Architecture
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