JANET AZABI
Kitchener,ON
Summary
People-focused professional with a background in customer service, onboarding, documentation, compliance, and stakeholder support in fast-paced corporate settings. Brings strong recordkeeping, policy adherence, and cross-functional coordination, along with training experience supporting 10+ associates and developing materials that improved team effectiveness. Completed HRCI Human Resource Associate Professional Certificate coursework in talent acquisition, employee relations, compensation, and compliance.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Customer Service Advisor
ATCO Energy
Calgary, Alberta
01.2025 - 11.2026
- Provided timely support in fast-paced, policy-driven corporate setting while maintaining accuracy, confidentiality, and high service standards.
- Responded to customer inquiries and complex concerns using active listening, empathy, problem-solving, and sound judgment to identify suitable resolutions.
- Followed company policies, procedures, and established guidelines consistently while identifying situations that required escalation or added support.
- Maintained accurate documentation across multiple systems, ensuring protection of confidential personal and account information.
- Used multiple systems and information sources, including Salesforce, to research issues, record interactions, and share accurate information.
- Collaborated with internal teams and cross-functional stakeholders to resolve issues, facilitating timely follow-through.
- Managed competing priorities and high-volume workloads while maintaining attention to detail and meeting service expectations.
- Clarified complex information and procedures for individuals with varying levels of understanding, enhancing customer comprehension.
- Completed intensive onboarding and training program, including required assessments and examinations, demonstrating strong learning agility and ability to quickly master new policies, systems, and processes.
- Received recognition for strong performance and early contributions during initial employment stages.
Customer Experience Management Personnel
Vic Lawrence & Associates (Sterling Bank Plc)
Lagos, Nigeria
11.2022 - 09.2024
- Managed high-volume banking service center email correspondence, reviewing, documenting, assigning, and addressing inquiries accurately and within required timelines.
- Provided professional support while handling sensitive, complex, and challenging situations with discretion and professionalism.
- Managed multiple competing priorities while maintaining accurate documentation and timely follow-up.
- Collaborated with team members, cross-functional departments, and external stakeholders to resolve concerns and improve service delivery.
- Collaborated with auditors to review processes, identify gaps in documentation, and implement controls to enhance compliance.
- Used CRM systems to document interactions, maintain accurate records, track complaints, and support timely resolution.
- Selected Achievements
- Trained and supported 10+ customer experience associates through structured training sessions delivered in both physical and virtual formats.
- Developed training materials that contributed to a 20% improvement in the effectiveness of the customer experience department.
- Supported onboarding of 100+ customers, ensuring accurate documentation and a smooth experience through established processes.
- Contributed to initiatives that increased branch Net Promoter Score by 25% through targeted customer experience improvements.
Customer Experience Management Associate
Vic Lawrence & Associates (Sterling Bank Plc)
Lagos, Nigeria
11.2018 - 10.2022
- Managed 100 customer inquiries and complaints daily, utilizing communication and problem-solving skills to enhance customer satisfaction.
- Handled in-person, telephone, email, and written correspondence, adapting communication style to meet diverse customer needs and preferences.
- Investigated customer concerns, identified appropriate solutions, and followed established escalation and resolution procedures.
- Collaborated with internal teams to resolve complex issues, ensuring timely follow-up and improved customer experience.
- Applied active listening and conflict-resolution techniques to manage challenging interactions and maintain positive relationships.
- Maintained detailed records of customer interactions using Microsoft Dynamics 365 CRM.
- Collected, verified, and entered customer information into internal systems while maintaining confidentiality and data accuracy.
- Supported customers through account-opening processes, ensuring required documentation was accurately completed and processed.
Education
Master of Arts - Peace and Conflict Studies
University of Ibadan
Nigeria01-2018
Bachelor of Arts - Philosophy
University of Ibadan
Nigeria01-2014
Skills
- Human Resources Administration Talent Acquisition & Recruitment Support Employee Relations Learning & Development Employee Onboarding Training & Facilitation Documentation & Record Management Confidential Information Management HR Policies & Procedures Compliance & Risk Management Employee & Stakeholder Support Conflict Resolution Communication & Active Listening Problem Solving Process Improvement Data Entry & Accuracy Microsoft Office & Excel Microsoft Outlook & Teams Salesforce Microsoft Dynamics 365 CRM Cross-Functional Collaboration
- Case documentation
- Customer experience strategy
- Microsoft Office Suite Microsoft Excel Microsoft Outlook Microsoft Teams Salesforce Microsoft Dynamics 365 CRM Digital Record Management Data Entry Email Management Online Collaboration Tools
- Complaint resolution
Personal Information
Title: HUMAN RESOURCES ASSISTANT | HR ADMINISTRATION | PEOPLE & EMPLOYEE SUPPORT
Certification
- HRCI Human Resource Associate Professional Certificate — Coursera | Completed June 4, 2026
- Coursework: Talent Acquisition; Learning & Development; Compensation & Benefits; Employee Relations; Compliance & Risk Management.
Timeline
Customer Service Advisor
ATCO Energy
01.2025 - 11.2026
Customer Experience Management Personnel
Vic Lawrence & Associates (Sterling Bank Plc)
11.2022 - 09.2024
Customer Experience Management Associate
Vic Lawrence & Associates (Sterling Bank Plc)
11.2018 - 10.2022
Master of Arts - Peace and Conflict Studies
University of Ibadan
Bachelor of Arts - Philosophy
University of Ibadan