FATIMA ADESOYE
Calgary,Alberta
Summary
Client-focused professional with over 5 years of experience in managing high-volume inquiries and resolving complex cases. Excels in applying established policies, prioritizing competing requests, and leveraging digital tools to enhance operational efficiency. Combines analytical and problem-solving skills to deliver timely resolutions and improve client outcomes.
Overview
9
9
years of professional experience
Work History
Client Success Specialist / Account Manager
Rogers Communications
04.2021 - 06.2026
- Improved service-level performance from 80% to 95% through proactive issue resolution, customer communication, and cross-functional collaboration.
- Resolved 40–50 customer inquiries daily by investigating account issues and applying company policies to deliver effective solutions.
- Independently assessed customer cases, interpreted company policies and signed service-level agreements (SLAs), and determined appropriate resolutions using sound judgment.
- Assessed account details and signed SLAs to determine eligibility for service credits or adjustments related to network and service issues.
- Prioritised cases by urgency, customer impact, SLA requirements, and pending status to support timely resolution and follow-up.
- Prepared weekly Microsoft Excel dashboards tracking inquiry volumes and categories, resolved and unresolved cases, pending cases, and customer complaints.
- Maintained case notes and status updates, verified account information, and checked calculations before communicating outcomes.
- Addressed challenging customer interactions by actively listening to concerns, investigating issues, explaining findings, and keeping customers informed according to company policies.
- Learned new systems and procedures through training and applied them to cases involving billing, portal access, network issues, and installation follow-ups.
- Collaborated with internal teams to resolve service issues and encourage online self-service adoption.
Client Support Specialist
Sutherland
12.2020 - 01.2021
- Supported client relationships, responded to customer inquiries, and worked with customer accounts and service issues.
- Used Salesforce to maintain client information and support account-management and customer-service activities.
- Supported retention and account-growth initiatives associated with a 25% year-over-year increase in account value and a 15% revenue increase across a portfolio over two years.
Relationship Manager
Main One Company
07.2017 - 01.2020
- Managed client relationships by identifying customer needs, addressing service concerns, and recommending appropriate solutions.
- Increased adoption of the Automated Payments System by 45% through product demonstrations and user-friendly navigation guides.
- Gathered client feedback and collaborated with the product team to improve system functionality and tailor modules to customer needs.
- Explained processes and system features to clients, helping them understand and use available services effectively.
- Coordinated with internal stakeholders to address client requirements and resolve service issues.
Education
Bachelor of Science (BSc) - Economics
Caleb University
Skills
- Policy Application
- Attention to detail
- Case Management and Issue Resolution
- Critical Thinking and Problem-Solving
- Time Management
- Case Management
- Active Listening and Customer Communication
- Client Relationship Management
- Cross-functional teamwork
- Data Reporting
- Adaptability
- Microsoft Office proficiency
- CRM: Salesforce, Gainsight
- Virtual Collaboration
Timeline
Client Success Specialist / Account Manager
Rogers Communications
04.2021 - 06.2026
Client Support Specialist
Sutherland
12.2020 - 01.2021
Relationship Manager
Main One Company
07.2017 - 01.2020
Bachelor of Science (BSc) - Economics
Caleb University