Idera Salako
Mississauga,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. I look forward to implementing the skills I have developed over the years in your organization.
Overview
7
7
years of professional experience
Work History
Customer Service Team Lead
Emterra Environmental
05.2024 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Trained new team members.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Addressed escalated customer concerns promptly.
- Reviewed performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Generated reports daily of customer service logs to track performance and identify areas for improvement.
Customer Service Representative
Emterra Environmental
06.2023 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Communicated with residents and city representatives in line with contract requirements.
- Provided additional dispatch support to collections personnel via phone or 2-way radio.
- Educated residents on recyclable and non-recyclable materials.
- Booked requests from residents or ICI customers.
- Reported data for scheduled commercial customers.
- Assisted route supervisor with residents and customer inquiries as required.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Operations Associate
Affirm Canada
11.2022 - 02.2023
- Resolved customer inquiries predominantly via email
- Worked with consumers and merchants to gather and evaluate evidence to resolve escalated loan processing issues
- Helped identify trends and areas of improvement
- Resolved issues with loan payments, account information updates, account creation and purchase refunds
- Technical troubleshooting.
Courier Operations Specialist
SkipTheDishes Restaurant Services
09.2017 - 09.2022
- Developed and updated tracking spreadsheets using excel.
- Handled courier recruitment and determine the right fit
- Reviewed courier accounts daily to determine areas in need of improvement and strategies for correcting faults
- Facilitated disciplinary action on couriers
- Cross-trained in different operations support positions to deliver expert assistance.
Education
Bachelor of Science - Environmental Studies
University of Manitoba
06.2022
Skills
- Credit Card Payment Processing
- Microsoft Word
- Computer Proficiency
- Customer Relations
- Critical Thinking
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Active Listening
- Microsoft Excel
- Zendesk
- Salesforce
- Account Management
- Environmental knowledge
- Waste Audits
- Environmental problems and solutions
Languages
English
Native or Bilingual
Timeline
Customer Service Team Lead
Emterra Environmental
05.2024 - Current
Customer Service Representative
Emterra Environmental
06.2023 - 05.2024
Operations Associate
Affirm Canada
11.2022 - 02.2023
Courier Operations Specialist
SkipTheDishes Restaurant Services
09.2017 - 09.2022
Bachelor of Science - Environmental Studies
University of Manitoba
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