Itoro Osaretin Edwin
Montreal,QC
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
11
11
years of professional experience
Work History
Inbound Customer Service Representative
IO SOLUTIONS CONTACT CENTER
02.2022 - Current
- Investigated problems using multiple databases and applications to identify causes and optimal solutions
- Settled disputes over service and product issues with excellent conflict mediation skills and expertise in internal procedures
- Answered warm calls from individuals interested in [Product or Service], capitalizing on opportunities to capture new customers
- Built rapport with customers through actively listening to maximize opportunities
- Uncovered caller needs using customer interaction models and scripts
- Updated CRM system with call information and interaction details for future reference
- Documented transactions daily in CRM system and completed end-of-day processing requirements
- Followed up on customer calls, providing new information
- Improved job knowledge with continuous training and expert use of available knowledge bases.
Administrative Support
FIRSTBANK OF NIGERIA LTD
07.2013 - 12.2020
- Dedicated professional with demonstrated strengths in customer service
- Time management and trend tracking
- Good at troubleshooting problems and building successful solutions
- Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Customer Service Officer
FIRSTBANK OF NIGERIA LTD
- Supported customers needing help with setting up accounts, processing payments and correcting errors
- Increased accounting accuracy by reviewing and reconciling charges
- Maintained records and [Software] database with regular, accurate updates
- Trained and onboarded newly hired employees by explaining company policies and job duties
- Anticipated needs and resolved problems to keep customers happy
- Collaborated across departments to resolve customer-related issues
- Built trusting relationships with customers to better understand needs
- Delivered fast and friendly service to handle questions and service complaints
- Enhanced customer satisfaction with fast, knowledgeable service.
Head Bank Teller
FIRSTBANK OF NIGERIA LTD
- Identified suspected fraud based on behavioral and transaction markers
- Informed and educated customers on simple transactions through self-service technologies
- Opened, assisted and monitored members with safety deposit boxes
- Trained new employees on procedures and sales strategies to boost team success
- Upheld confidentiality guidelines as per bank policy
- Prepared official checks, money orders and certified checks
- Delivered exceptional service with a friendly approach to retain and acquire customers
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts
- Maintained strict compliance with banking standards, regulations and laws
- Documented each transaction in Finacle 10 to uphold recordkeeping requirements
- Received checks and cash, verifying amounts and checking accuracy of deposit slips
- Secured funds via following bank processes and legal requirements
- Met customer needs with knowledgeable and fast service
- Calculated transactions using computers, calculators and adding machines
- Sorted and arranged money in cash boxes and coin dispensers
- Requested cash resupply to support individual and business transactions
- Prevented fraud by spotting suspicious behavior and problematic transactions
- Processed bill payments, verifying payment dates and amounts due.
Education
Advanced Diploma - Cyber Security
Herzing College
Montreal, QC10-2024
Bachelor Of Science - Chemistry Education
Delta State University
01.2013
Diploma In Engineering - Petroleum and Gas Processing Engineering Technology
Petroleum Training Institute
01.2006
Skills
- Hospitality and accommodation
- Word processing
- Self-starter
- Sound judgment
- Analytical thinking
- Team work
- Decision making
- Multitasking
- Customer Relationship Management
Talents And Skills
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Accomplishments
- Won the fastest finger competition nation wide by being the fastest to provide answers to questions on the product of the bank.
Timeline
Inbound Customer Service Representative
IO SOLUTIONS CONTACT CENTER
02.2022 - Current
Administrative Support
FIRSTBANK OF NIGERIA LTD
07.2013 - 12.2020
Customer Service Officer
FIRSTBANK OF NIGERIA LTD
Head Bank Teller
FIRSTBANK OF NIGERIA LTD
Advanced Diploma - Cyber Security
Herzing College
Bachelor Of Science - Chemistry Education
Delta State University
Diploma In Engineering - Petroleum and Gas Processing Engineering Technology
Petroleum Training Institute
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