Ifeoma Ikesee
Winnipeg,Canada
Summary
Dynamic Customer Service Representative adept at resolving complex inquiries and fostering lasting client relationships. Demonstrates effective communication with clients and healthcare professionals, ensuring continuity of care. Committed to enhancing customer engagement and loyalty through attentive service.
Overview
9
9
years of professional experience
Work History
Care Access Representative
CBI Home Health
05.2025 - Current
- Communicating with clients, personal support workers and other health care professionals such as Nurses, physiotherapists and occupational therapists through outbound calls.
- Accurately documenting and sending tasks involving clients and staff’s calls, request and complaints.
- Handled data entry, responded to scheduling matters, resolved issues, and ensured continuity of care for clients.
- Escalated client and staff requests to supervisors and managers to facilitate timely resolutions.
- Working collaboratively with other staff through effective communications via teams and zoom.
- Contacted client representatives to address major concerns regarding care services with Ontario health at home (OHAH) and subcontracted companies.
- Participating in weekly meetings with supervisors and attending company’s regular trainings.
Customer Support/Healthcare
Loblaw Pharmacy
12.2022 - 09.2023
- Interacted with customers through inbound and outbound calls and emails to address inquiries and provide support.
- Achieving quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.
- Resolving issues accurately, timely, and in a friendly manner.
- Educated customers on products and services, ensuring clarity and understanding to facilitate informed decisions.
- Collaborated with departments to enhance communication processes, improving response times and customer satisfaction.
- Remaining current on program information, business initiatives, and corporate products and processes.
- Accurately completing appropriate documentation for each interaction, and wrapping up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
Customer Service Lead
Callimore Pharmacy
10.2019 - 09.2022
- Fostered positive customer relationships through personalized solutions and effective coordination with internal functions to resolve inquiries.
- Delivered first-level customer service for product, account, usage, and application inquiries to enhance customer satisfaction.
- Facilitated escalation of customer issues to appropriate departments, ensuring timely resolution and improved customer experience.
- Troubleshot and resolve technical issues using established tools and procedures.
- Entered accurate data to ensure information integrity and accessibility. entry using prescribed applications.
Customer Service Coordinator
Healthplus Pharmacy
01.2018 - 10.2019
- Addressed customer inquiries, complaints, and comments daily through voice, chat, and email, taking decisive action to resolve issues.
- Ensured customer satisfaction during service delays by addressing concerns and offering solutions.
- Proposed strategies and solutions to enhance customer service effectiveness.
- Managed work-related correspondence, including phone calls, emails, letters, and text messages.
- Accurately maintained up-to-date client records.
- Generated weekly and monthly reports and documents to help team members in performing their duties.
Homemaker
11.2017 - 12.2017
- Created a relaxed and safe home environment for family well-being.
- Planned and prepared meals for the family.
- Provided childcare and oversaw homework and school activities.
- Coordinated family social activities to strengthen bonds and foster connections.
- Cleaned and maintained the home.
- Managed laundry tasks efficiently, ensuring clothes were clean and organized.
Education
Logistics and Supply Chain Diploma -
Robertson College
Winnipeg, Manitoba04-2024
Bachelor of Pharmacy (B. Pharm) -
Madonna University
Rivers state, Nigeria10-2012
Skills
- Care coordination
- Health care documentation
- Data management
- Appointment scheduling
- Customer service software
- Client relationship management
Timeline
Care Access Representative
CBI Home Health
05.2025 - Current
Customer Support/Healthcare
Loblaw Pharmacy
12.2022 - 09.2023
Customer Service Lead
Callimore Pharmacy
10.2019 - 09.2022
Customer Service Coordinator
Healthplus Pharmacy
01.2018 - 10.2019
Homemaker
11.2017 - 12.2017
Logistics and Supply Chain Diploma -
Robertson College
Bachelor of Pharmacy (B. Pharm) -
Madonna University