Emmanuel Adedeji
Calgary,AB
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Canada Revenue Agency
11.2022 - 06.2023
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
Call Center Agent
Canada Revenue Agency
11.2021 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Attended telephone skills and program information training sessions to boost aptitude.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained user account data by initiating account access and establishing in database.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Maintained and managed customer files and databases.
Support Technician
STAPLES
06.2019 - 10.2021
- Provided technical expertise and recommendations to improve systems and processes, establish cost savings and increase productivity.
- Prospected new customers to generate sales leads and increased revenue from existing clients.
- Conducted market analyses and presented findings to product team to develop and enhance product offerings.
- Maintained client and company confidence by keeping records confidential and secure to avoid data breach risks.
- Worked with customers and engineering team to determine equipment needs and system requirements.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
Technical Sales Specialist
Best Buy, Home Theater And Computers
04.2017 - 05.2019
- Generated and executed sales plans in existing customer base to meet profit increase goals.
- Collaborated with customers and asked questions to assess needs and budgets.
- Recommend products and services and explained features and costs to help customers make educated buying decisions.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Reconciled billing discrepancies with regulatory agencies and finance department.
- Worked closely with commercial operational departments to schedule targeted promotional campaigns.
- Attended product-related technical shows and other activities to represent company products and services.
Education
PGD - Safety, Risk And Reliability Engineering
Memorial University of Newfoundland
St John’s, NL09.2017
Certificate - Project Management
Project Management Institute
07.2016
Bachelor of Science - Electronics And Computer Engineering
Lagos State University
Lagos04.2010
Skills
- Clerical Support
- Order and Refund Processing
- Organizational Skills and Exceptional Attention to Detail
- Eagerness to learn, a "can do" attitude
- Familiarity with Windows and Microsoft Office
- Punctuality and Flexibility (predictable day shifts and occasional paid on call after hours are required)
- Ability to re-prioritize and multi-task as needed
- Ability to interact and communicate professionally using empathy and patience with a diverse group (peers, customers, and managers)
- Online Chat
- Verbal and Written Communication
- Online Systems
- Customer Retention Strategies
- Training and Development
- Customer Communication
- Technical Troubleshooting
Timeline
Call Center Representative
Canada Revenue Agency
11.2022 - 06.2023
Call Center Agent
Canada Revenue Agency
11.2021 - 11.2022
Support Technician
STAPLES
06.2019 - 10.2021
Technical Sales Specialist
Best Buy, Home Theater And Computers
04.2017 - 05.2019
PGD - Safety, Risk And Reliability Engineering
Memorial University of Newfoundland
Certificate - Project Management
Project Management Institute
Bachelor of Science - Electronics And Computer Engineering
Lagos State University
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