Emmanuella Okike
Brandon,Canada
Summary
- Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
- Proficient in customer service best practices and related options
- Solid knowledge in assessing needs and providing care at appropriate time.
- Strong communication and interpersonal skills demonstrated by the ability to listen attentively to coworkers and supervisors which collaboratively achieve organization' goals.
Overview
6
6
years of professional experience
Work History
Caregiver
Daughter On Call
05.2021 - Current
- Providing physical care to clients
- Creating a safe, clean, and positive environment
- Keeping records and writing reports
- Administering medications and signing MAR sheets
- Understanding the needs of different client groups
- Good knowledge of the use of Hoyer to move clients
Customer Service Representative
MTI-Midwest Teleservices International Inc
10.2023 - 01.2025
- Provided excellent customer service by handling inbound and outbound calls, addressing inquiries, resolving complaints, and ensuring customer satisfaction
- Assisted customers with account-related issues, billing inquiries, and product/service information
- Maintained accurate records of customer interactions and transactions in the system
- Effectively communicated with customers to provide solutions, troubleshoot issues, and escalate complex concerns when necessary
- Met and exceeded performance targets, including call resolution time, customer satisfaction, and quality assurance standards
- Developed strong problem-solving and multitasking skills in a fast-paced call center environment
Customer Service Representative-Work-From-Home
Rogers Communications
04.2022 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Airtel Networks Limited
05.2020 - 12.2020
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Secured client retention by driving service and product benefits, features, and recommendations around clients' needs
- Met and exceeded call speed, accuracy, and volume benchmarks consistently
- Documented conversations with customers to track requests, problems, and solutions
- Maintained strong call control and quickly worked through scripts to address problems
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Uphold strict quality control policies and procedures during customer interactions
Chemist Assistant
Go-Jeal Ventures Limited
01.2020 - 04.2020
- Responsible for taking orders for the company and scheduling appointments
- Responsible for packaging orders neatly and properly to be delivered
- Responsible for assisting the chemist in the measurement of the products
- Responsible for tidying and cleaning up the workplace after the days work
Junior Receptionist
King's Care hospital
01.2019 - 01.2020
- Responsible for coordinating the daily administration of doctors, staff, visitors and patients at a healthcare facility and assisting the main receptionist
- Responsible for scheduling appointments, answering patients' inquiries
- Responsible for assisting in the handling of patients' emergencies if short-staffed
Education
Bachelor of Arts - Psychology
Brandon University
Brandon, MB05-2026
Skills
- Caregiving
- Medication Administration
- Problem management abilities
- Escalation management
- Remote Support
- Customer Service
- Critical Thinking
- Remote Support
- Call Center Experience
- Microsoft Office
- Critical thinking
Languages
English
Timeline
Customer Service Representative
MTI-Midwest Teleservices International Inc
10.2023 - 01.2025
Customer Service Representative-Work-From-Home
Rogers Communications
04.2022 - 08.2023
Caregiver
Daughter On Call
05.2021 - Current
Customer Service Representative
Airtel Networks Limited
05.2020 - 12.2020
Chemist Assistant
Go-Jeal Ventures Limited
01.2020 - 04.2020
Junior Receptionist
King's Care hospital
01.2019 - 01.2020
Bachelor of Arts - Psychology
Brandon University
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