Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
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Ebun Sotiloye

Ebun Sotiloye

Calgary,AB

Summary

Skilled and dedicated professional with 8 years experience in communication, compliance and administrative-related services. Great interpersonal skills and ability to complete tasks in good time in fast-paced environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Possess the ability to adopt new digital tools where necessary.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Client Representative

TELUS
01.2022 - 08.2023
  • Respond in a timely manner to queries on billing, payments, existing and new services, upgrades, and promotions through phone calls or email support in a high-volume call environment
  • Listened actively on all calls using logic and sound judgment to understand and determine customers' needs and proffer solutions that best suit the situation
  • Anticipate customer's needs through research and provide them with high-quality service ultimately to ensure customer satisfaction
  • Evaluate customer information to initiate recommendations of products that benefit the customer and in turn positively affect the company's revenue
  • Educate customers on existing products, services, and promotions
  • Implemented retention strategies as well as other off-the-books offers that align with the company’s standards to retain customers that pose complex inquiries
  • De-escalate situations by providing alternatives that satisfy the customer and help retain them.
  • Logged and responded to client inquiries to improve service processes.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Communicated with clients regarding account services, statements, and balances.
  • Maintained and managed customer files and databases.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.

Shelter Support Worker(Volunteer)

The Mustard Seed
09.2021 - 05.2022


  • Connect guests with internal and external programs and resources to address their needs effectively and respectfully
  • Maintain a supportive and non-judgmental attitude while assisting guests with job search and filing of tax returns
  • Uphold proper boundaries with guests ensuring a respectful and professional demeanor at all times
  • Document accurate and detailed guest records, including daily logs and relevant information
  • Actively engage as a proactive and supportive member of the team, fostering teamwork and progressive work amongst staff
  • Demonstrate a commitment to the organization's culture, ministry, and values and embody them in interactions with guests, volunteers, and colleagues.
  • Enforce shelter expectations and guidelines with guests in a respectful manner
  • Handle crisis situations and conflicts as they arise, utilizing conflict resolution skills to ensure a safe and secure environment
  • Identify opportunities for improvement in shelter operations, and client service and collaborate with the team to implement enhancements.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Kept clients engaged in social networks and communities for personal health and growth.
  • Created, prepared, and delivered reports to various departments.
  • Offer guidance and encouragement to shelter guests, assisting them on their journey towards a positive exit from the shelter

Communications Coordinator

MINISTRY OF INFORMATION & STRATEGY, NIGERIA
08.2019 - 01.2021


  • Coordinate vendor relationships to secure preferred rates for training services
  • Disseminate training information to employees or managers as the need arises
  • Research and identify suitable vendors or consultants to deliver trainings
  • Referred individuals and businesses to appropriate sources of information
  • Built communications toolkits for use by offices to effectively leverage outside partnerships and available resources.
  • Created content for company intranet and regularly posted documents, updates and clear communications pathways.
  • Employed inventive designs to create visually appealing promotional pieces consistent with club brand.
  • Wrote and edited content for operations, marketing and public relations needs.
  • Updated website and social media pages with well-coordinated communications aimed at conveying information, generating interest and mitigating negative press.
  • Generated clear, concise and original verbiage for written communications.
  • Assisted with planning, production and execution of email blasts, digital signage boards, special event flyers and social media campaigns.
  • Reinforced organizational vision and mission with innovative and fresh communication style.
  • Helped edit and review content across internal platforms.
  • Used imagination and creativity to develop new and innovative ways to market and communicate club events and services.
  • Facilitated media training for executive staff and spokespeople.
  • Copyedited, proofread and revised company advertisements, print materials and press releases before dispersal.
  • Took photographs and videos during special events for promotional materials and social media pages.
  • Answered client queries and complaints to provide strong customer service.
  • Met with media and press personnel to schedule interviews and issue company statements.

Policy Advisor

BROADCASTING CORP OF OYO STATE
09.2014 - 07.2019
  • Resolved customer requests, questions and complaints frequently analyzing situations to determine the best use of resources
  • Set up new accounts, maintained records, prepared reports and performed work processing assignments.
  • Worked with the customer service manager to ensure proper customer service was delivered.
  • Identified, evaluated and developed solutions to remove roadblocks to change.
  • Proposed policies, developed roadmaps and reported on costs and benefits.
  • Researched existing policies and procedures to gain firm understanding of current conditions.
  • Facilitated communication and relationship development between different stakeholders.
  • Investigated policies currently under discussion to assess the impact on the communication industry.
  • Managed implementation of policy and program initiatives.
  • Recommended updates to current legislation, regulations, and policies.
  • Modeled data and presented findings to leadership and opinion groups.
  • Reviewed legislative and regulatory documents, analyzed implications and shared findings.
  • Analyzed policy to review selected operations, programs and practices using data-driven approach to identify areas of concern and devise improvements.

Education

BSc. Mass Communication -

Covenant University-Nigeria
01.2012

Skills

  • Computer skills- MS Word, Excel, Outlook, SharePoint, Genesys, Salesforce
  • Ability to balance multiple priorities with ease and minimal supervision
  • Excellent knowledge of computer systems
  • Highly analytical with strong skills
  • Meticulous reconciliation of records
  • Sound interpersonal and relationship-building skills
  • Onboarding and Orientation
  • Client Retention
  • Customer Needs Assessments
  • Product Strategies
  • Customer Accounts Management
  • Effective Customer Communication
  • Process Knowledge
  • Efficient Service
  • Eligibility Requirements
  • Product Management

Certification

SAFe 5.0 Scrum Master

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Paying attention to simple little things that most men neglect makes a few men rich.
Henry Ford

Timeline

Client Representative

TELUS
01.2022 - 08.2023

Shelter Support Worker(Volunteer)

The Mustard Seed
09.2021 - 05.2022

Communications Coordinator

MINISTRY OF INFORMATION & STRATEGY, NIGERIA
08.2019 - 01.2021

Policy Advisor

BROADCASTING CORP OF OYO STATE
09.2014 - 07.2019

BSc. Mass Communication -

Covenant University-Nigeria

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Ebun Sotiloye