IDARA EDET
Nepean,ON
Summary
Experienced Customer Service Representative bringing over 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
Frontier Limited
07.2019 - 02.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Monitored call center data to assess key performance indicator
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
Customer Care Agent
Virtue Medical Laboratory
02.2015 - 03.2019
- In bound calls for customer booking
- Managing inventory and procurement of laboratory equipment and supplies.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
- Facilitated smooth transitions during peak seasons by coordinating staffing schedules according to anticipated workloads.
Customer Service Manager
Discovery Airlines
11.2014 - 12.2014
- Ticket reservation on company platform
- Tracking customer ticket and providing update on company software
- Training of Junior Customer Service Representatives
- Monitoring and Improving Key Performance Indicators
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Supervisor
Prill Guards Uyo
05.2012 - 11.2014
- Shift scheduling for team members
- Management of team members and performance reviews
- Assignment of team members to client
- Client sourcing, intake and management
- Training of team members
- Client engagement to collect client feedback
- Prepared pass-off reports at end of shift and end of schedule
- Managing inventory and procurement of uniforms, equipment and supplies.
Customer Service Manager
Simaba Resources & Jinekerter Travels
02.2010 - 03.2012
- Collecting client information to make reservations on e-ticketing platform
- Managing sales data and preparing monthly sales data analyses
- Monitoring compliance of Sales Level Agreement (SLA)
- Budgeting and projections for the office
- HR and staffing process management
- Monitoring and improving Key performance Indicators.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Education
BACHELOR OF SCIENCE -
University of Uyo
01.2008
SECONDARY SCHOOL -
Maryland Comp Sec Sch
01.2001
Skills
- Flexibility
- Problem-Solving
- Customer Service
- Computer Literacy
- Active Listening
- Strong Communication
- Customer Relationship Management (CRM)
- Team Building and Leadership
- Time Management
- Handling Escalations
Trainings Workshops Attended
- First Aid and CPR Training from Canadian Red Cross (/2024)
- Customer care Service (2023)
- Ontario security Training (2024)
Community Service
08/2008, 08/2009, National Youth Service Corp, Omala Local Government Council, Information collation and report writing on council programs, Managing council programs, Engaging with program beneficiaries and other program stakeholders to identify needs, and recommend services
References
Available upon request
Timeline
Customer Service Supervisor
Frontier Limited
07.2019 - 02.2023
Customer Care Agent
Virtue Medical Laboratory
02.2015 - 03.2019
Customer Service Manager
Discovery Airlines
11.2014 - 12.2014
Customer Service Supervisor
Prill Guards Uyo
05.2012 - 11.2014
Customer Service Manager
Simaba Resources & Jinekerter Travels
02.2010 - 03.2012
BACHELOR OF SCIENCE -
University of Uyo
SECONDARY SCHOOL -
Maryland Comp Sec Sch
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