Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Excellency Edegbe

Toronto

Summary

Dynamic customer support professional with experience in remote technical and product support environments. Skilled in identifying and resolving complex issues from software and account troubleshooting to product and purchasing-related concerns. Proven ability to deliver empathetic, efficient service while maintaining accurate documentation and high customer satisfaction.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Brand Engagement Advocate

Foundever
06.2023 - Current
  • Handled high-volume inbound calls daily at the Lexus Brand Engagement Center, promptly and securely verifying guest identity and delivering personalized support with empathy and professionalism.
  • Resolved complex guest concerns across a wide range of topics including mechanical issues, telematics systems, Lexus/Toyota app functionality, warranty inquiries, sales concerns and reimbursement documentation.
  • Created and managed detailed service cases for every interaction, ensuring accurate documentation, timely resolution, and escalation to appropriate departments when necessary.
  • Performed and scheduled thorough follow-ups and callbacks to guests and dealers to ensure case resolution, clarify outstanding concerns, or providing case updates as needed.
  • Collaborated effectively with internal teams such as roadside assistance coordination, ensuring swift, reliable support in high-pressure and time-sensitive situations.
  • Maintained a high closure rate on support cases, ensuring all documentation and guest feedback were accurately captured and compliance standards were met.

Product Support Specialist

Intuit
12.2022 - 05.2023
  • Delivered expert product support for TurboTax users by answering high-volume inbound calls and securely verifying customer identity to ensure privacy and compliance.
  • Utilized problem-solving skills during the busy tax seasons to diagnose and resolve a wide range of product support issues, including software functionality, technical troubleshooting, account recovery, refund requests, and filing-related concerns.
  • Collaborated with cross-functional teams to identify and escalate technical product issues, resulting in faster call resolutions and improved customer satisfaction.
  • Created and maintained detailed cases for each interaction, documenting issue context, resolution steps, and any escalations to Tier 2 or specialist teams.
  • Assisted customers in downloading, installing and navigating software applications, ensuring smooth implementation and customer adoption.
  • Maintained deep product knowledge of TurboTax software updates, features, and user interface changes to deliver timely and relevant support, resulting in a 90% customer survey rating.

Customer Service Representative

Walmart Canada
07.2018 - 11.2022
  • Delivered consistent and friendly customer service by using clear communication and active listening to assist with purchases, returns, and general inquiries.
  • Accurately operated computers and cash registration machines in order to handle daily checkouts, refunds and exchanges
  • Maintained expert-level product knowledge across all store departments, achieving 95% scores on semi-annual product awareness assessments.
  • Made online delivery arrangements for clients in person on the phone and online.
    Worked to diligently resolve customer booking and scheduling issues. Ensured that all
    transactions and procedures followed industry standards
  • Recognized for maintaining a positive attitude and professionalism during peak hours and high-stress situations, ensuring a smooth customer experience.

Education

Bachelor of Arts - Political Science

York University
03-2025

Ontario Secondary School Diploma -

North Albion Collegiate Institute
06-2018

Skills

  • Remote Customer Service (Phone, Chat, Email)
  • Technical Support
  • Product knowledge
  • Conflict Resolution & Escalation Handling
  • Detail-Oriented Documentation
  • Troubleshooting and Diagnosis
  • Software installation
  • Remote Desktop Tools
  • Tools: Microsoft Office, Microsoft Excel, Outlook, Slack etc

Certification

  • Google IT Support Professional Certificate | Google Career Certification December 2022
  • Customer Service Professional Certificate | Google Career Certification December 2022
  • Service Now System Administrator Certificate December 2022
  • Standard First Aid & CPR/AED Level | Red Cross September 2023


Timeline

Brand Engagement Advocate

Foundever
06.2023 - Current

Product Support Specialist

Intuit
12.2022 - 05.2023

Customer Service Representative

Walmart Canada
07.2018 - 11.2022

Bachelor of Arts - Political Science

York University

Ontario Secondary School Diploma -

North Albion Collegiate Institute

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Excellency Edegbe