Idika Kalu-Idika
Ottawa,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Seeking to leverage expertise in supply chain management, ERP systems, and CRM to contribute to a dynamic organization's success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Financial Customer Service Representative
Canadian Imperial Bank of Commerce
Ottawa, ON
06.2021 - Current
- Reviewed credit applications thoroughly before approval or denial recommendations were made, reducing potential losses due to non-performing loans.
- Maintained strict confidentiality when handling sensitive client data, adhering to regulatory requirements and company policies at all times.
- Participated in ongoing professional development initiatives focused on enhancing knowledge of industry trends, regulatory changes, and emerging financial products.
- Provided comprehensive support during account opening processes, ensuring a seamless transition for new customers joining the bank.
- Delivered personalized customer service by taking the time to understand individual client needs, leading to increased trust and loyalty among the bank''s clientele.
Customer Support Specialist
Grafton Apparel
Vaughan, ON
06.2020 - 12.2021
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Senior Retail Sales Associate
Tip Top Tailors
Ottawa, ON
06.2018 - 06.2020
- Maintained a visually appealing store environment through regular merchandising and display updates.
- Increased customer satisfaction by providing exceptional service and product knowledge.
- Participated in store events, showcasing new merchandise collections to drive interest and generate buzz among clientele.
- Developed loyal customer base by building rapport through personalized service and tailored recommendations.
- Assisted in inventory management, accurately tracking stock levels and replenishing items as needed.
Sales Associate
Hudson's Bay
Ottawa, ON
07.2017 - 05.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Bachelor of Science - Commerce And Supply Chain Management
Algonquin College
Ottawa, ON08.2024
Skills
- Strong analytical skills with experience in business analysis methodologies
- ERP systems proficiency
- Customer Account Management
- Detail-oriented with a focus on delivering quality results
- Compliance Awareness
- Negotiation
- Customer Service
- Calm and Professional Under Pressure
- Relationship Building
- Customer Relationship Management (CRM)
- [Software] experience
Certification
- IFIC Certified
- SAP Certified
Languages
English
Native or Bilingual
French
Elementary
References
Available upon request
Timeline
Financial Customer Service Representative
Canadian Imperial Bank of Commerce
06.2021 - Current
Customer Support Specialist
Grafton Apparel
06.2020 - 12.2021
Senior Retail Sales Associate
Tip Top Tailors
06.2018 - 06.2020
Sales Associate
Hudson's Bay
07.2017 - 05.2018
Bachelor of Science - Commerce And Supply Chain Management
Algonquin College