Joshua Ekeanyanwu

At Worldline, I was instrumental as a Customer Operations Tech Specialist, guiding clients through the seamless integration of our technology solutions. Utilizing live instructional sessions and personalized support, I facilitated clients’ understanding and usage of our systems, ensuring their satisfaction and success. My proactive approach in addressing client needs led to tailored recommendations, enhancing overall operations efficiency and client experience

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• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Supported sales team members to drive growth and development.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
• Provided technical support for customers in resolving complex issues.

In my role as a Customer Representative at TD Canada Trust, I effectively facilitated customer interactions, including needs assessments, billing guidance, and conflict resolution. With meticulous documentation and a friendly demeanor, I ensured positive customer experiences and streamlined problem resolution.

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• Handled both inbound and outcome calls as well as call tracking, monitoring, and reporting
• Had additional responsibilities such as call auditing and quality assurance, making sure agents were meeting security requirements and performance standards
• Providing other agents with additional guidance and support regarding deescalations when dealing with elevated customer concerns