Summary
Overview
Work History
Education
Skills
Timeline
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FEMI AKINTAYO

Regina,Canada

Summary

Dedicated and detail-oriented Broker andcustomer Inquiry Representative with extensive experience in call center operations. Proficient in Microsoft Word, Excel, Outlook, Teams, and PowerPoint. Seeking to utilize my strong communication skills and technical expertise to deliver exceptional service and support to brokers and clients.

Overview

4
4
years of professional experience

Work History

Broker Inquiry Rep

ADECCO (SGI)
Regina, SK
12.2023 - Current
  • Serve as the primary point of contact for brokers, addressing inquiries related to product offerings, underwriting guidelines, and policy servicing.
  • Assist brokers with account setup, maintenance, and troubleshooting issues, ensuring smooth operations and client satisfaction.
  • Conduct thorough research and analysis to provide accurate and timely responses to complex inquiries, fostering trust and confidence among brokers.
  • Manage and prioritize broker inquiries through Cisco Jabber and email inboxes, maintaining organized records and follow-up actions to ensure timely resolution and customer satisfaction.
  • Collaborate closely with internal teams such as underwriting, brokertech, claims, billing, IT department, and sales to resolve escalated issues and ensure seamless communication and coordination.
  • Utilize CCX (Cisco Contact Center Express) system to handle inbound calls, ensuring prompt and accurate resolution of broker inquiries while adhering to service level agreements.
  • Utilize Microsoft Outlook and Teams to manage and prioritize broker inquiries, maintaining organized records and follow-up actions.
  • Proactively identify opportunities for process improvement and efficiency enhancement within the broker inquiry handling process, contributing to overall departmental effectiveness and customer satisfaction metrics.
  • Mentor and train new team members on company policies, procedures, and systems, facilitating their integration into the Broker Inquiry team and ensuring consistency in service delivery.
  • Respond to inquiries from brokers regarding products, policies, and procedures
  • Maintain accurate records of interactions and follow-up activities in CRM system
  • Collaborate with colleagues to resolve escalated issues and ensure timely resolution of inquiries

Front Desk Agent

ROYAL HOTEL REGINA
Regina, Canada
01.2023 - 08.2023
  • Greeted customers in a professional and friendly manner
  • Answered phones, responded to inquiries, and took messages
  • Assisted with check-in and check-out procedures for guests
  • Processed payments accurately and efficiently
  • Resolved customer complaints promptly and courteously
  • Provided information about hotel amenities, services, and local attractions
  • Maintained cleanliness of lobby area at all times
  • Scheduled reservations for groups and special events
  • Ensured that all safety regulations were followed according to company standards
  • Monitored security cameras in lobby area as needed
  • Addressed customer needs in a timely manner
  • Kept accurate records of guest transactions
  • Generated daily reports detailing occupancy levels, revenue amounts
  • Posted charges, updated accounts and issued bills to departing guests
  • Communicated safety processes and procedures with customers during emergencies.

Customer Service Representative

Globacom Limited(GLO)
Lagos, Nigeria
03.2020 - 01.2021
  • Made outbound calls to obtain account information
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
  • Fielded customer complaints and queries, fast-tracking for problem resolution
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • Used proven techniques to de-escalate angry customers during telephone interactions
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification
  • Upheld quality control policies and procedures to increase customer satisfaction
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Education

Certificate in Administration Level II - Business Administration

University of Regina
Regina, SK
12-2023

Skills

  • Microsoft Office
  • POS System Operation
  • Dispute Mediation
  • Upselling Techniques
  • Time Management
  • Technical Troubleshooting
  • Customer Support
  • Typing proficiency

Timeline

Broker Inquiry Rep

ADECCO (SGI)
12.2023 - Current

Front Desk Agent

ROYAL HOTEL REGINA
01.2023 - 08.2023

Customer Service Representative

Globacom Limited(GLO)
03.2020 - 01.2021

Certificate in Administration Level II - Business Administration

University of Regina

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FEMI AKINTAYO