Elizabeth Omotoye
Windsor,ON
Summary
Organized and dependable professional successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Strong collaborator and active listener with excellent verbal and written communication skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Committed to maintaining professional relationships to increase profitability and business results.
Overview
7
7
years of professional experience
Work History
Taxpayer Services Agent
CRA
10.2022 - Current
- Improved taxpayer satisfaction by providing timely and accurate information on tax policies and procedures.
- Assisted taxpayers in resolving issues with their online accounts, leading to increased customer satisfaction ratings.
- Maintained up-to-date knowledge of tax laws and regulations, ensuring accurate guidance provided to taxpayers.
- Managed high volumes of inbound calls (at least 30 incoming calls daily) consistently meeting performance targets while maintaining quality service standards.
- Assisted taxpayers in navigating online resources, increasing self-service usage rates and reducing call volumes.
- Conducted thorough research into complex tax issues to provide accurate information and resolutions for taxpayers.
- Provided support during peak tax season by working extended hours as needed, ensuring all taxpayer inquiries were addressed promptly.
- Educated taxpayers on available payment options and helped them establish suitable payment plans based on their financial situations.
- Handled sensitive information discreetly while adhering to strict confidentiality guidelines and privacy regulations at all times.
- Received recognition from supervisors for consistent dedication to excellence in customer service and adherence to departmental performance standards.
Customer Service Advisor
Concentrix
02.2022 - 10.2022
- Enhanced customer satisfaction by addressing and resolving issues promptly.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Helped large volume (at least 45 customers daily) of customers every day with positive attitude and focus on customer satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Explained charges, fees, terms of sales and service agreements to customers daily.
- Resolved concerns with products or services to help with retention and drive sales.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Described product highlights and benefits to help guide purchasing decisions.
Financial Advisor
Guaranty Trust Bank
06.2018 - 12.2021
- Increased client satisfaction by providing personalized financial advice and investment strategies.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Collaborated with team members to streamline processes and improve overall client experience.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Recruited, trained and mentored junior financial and support staff to generate ideas, share knowledge and commit to building a successful company.
- Prepared for and coordinated marketing events, created marketing compliance documentation and managed event marketing reimbursement to increase customer base and grow revenue.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each client's individual needs.
- Boosted sales by 40% and exceeded sales targets by employing consultative sales tactics and superior customer care.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Promoted products and services by conducting educational seminars for clients and prospects.
Bank Customer Service Specialist
Access Bank Plc
11.2017 - 05.2018
- Enhanced customer satisfaction by resolving complex account issues promptly and accurately.
- Collaborated with team members to achieve branch sales targets consistently.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Educated customers on use of banking websites and mobile apps.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Performed duties by applicable standards, policies and regulatory guidelines to promote safe working environment.
Sales Executive
Oxford Laboratories
07.2017 - 11.2017
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professionally.
- Capitalized on customer up-sell opportunities resulting in 40% increased revenues.
- Developed customer relationships and increased overall sales by 50%
Education
Post-Degree Certificate - Accounting
University of Windsor
Windsor, ON04.2025
Bachelor of Science - Pharmacology
University of Lagos
01.2016
High School Diploma -
Immaculate Heart Comprehensive High School
07.2010
Skills
- Accounting Principles
- Stress Tolerance
- Tax law knowledge
- Account Management
- Multitasking and Prioritization
- Excellent Attention to Detail
- Research and Analytical Thinking
- Customer Service and Active listening
- Complex Information Interpretation
- Problem-solving and Time management
- Excellent Communication and Interpersonal Skills
Languages
English
Full Professional
Timeline
Taxpayer Services Agent
CRA
10.2022 - Current
Customer Service Advisor
Concentrix
02.2022 - 10.2022
Financial Advisor
Guaranty Trust Bank
06.2018 - 12.2021
Bank Customer Service Specialist
Access Bank Plc
11.2017 - 05.2018
Sales Executive
Oxford Laboratories
07.2017 - 11.2017
Post-Degree Certificate - Accounting
University of Windsor
Bachelor of Science - Pharmacology
University of Lagos
High School Diploma -
Immaculate Heart Comprehensive High School
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