Martha Onwuasoanya
Ottawa,ON
Summary
A seasoned analyst with over 10 years of experience in customer support service, sales, and marketing.|E-commerce. Excellent problem-solving and strong decision-making skills. Strong communication, highly analytical, and interpersonal skills, with the ability to build productive relationships and effectively partner across the business. Leadership skills, as well as experience working in a fast-paced environment. Demonstrated organizational skills by managing multiple tasks during each workday. Client-focused, customer-driven, and possesses the ability to work under pressure. A considerate team player, warm, accessible, and enthusiastic. Able to manage and complete multiple tasks within specified deadlines. Computer proficiency in Microsoft Word, Excel, PowerPoint, Outlook, ServiceNow, Salesforce, Citrix, GENESYS, Verint, SharePoint, CRM, etc.
Overview
14
14
years of professional experience
Work History
Inside Sales Associate
Accenture
02.2023 - Current
- Proactively outreach (outbound interactions) to decision Makers through phone/emails to assist with their advertisement by optimizing their ad performance and increasing their investment.
- Filled Calendar with scheduled calls and introduced program if not already engaged.
- Educated advertisers on Meta's best practice by incorporating product knowledge on all interactions.
- Good at objection handling to better understand advertisement roadblocks.
- Receives detailed to Moderate level of instruction on daily work tasks
- Instruction on new assignments.
- Collaborated with Team mates and Team Manager to drive great result as Team.
- Prospect calls to provide product information, answer questions and guide to achieving increase in ROAS/Reduce CPR
- Identified advertisers interests and key market for new accounts.
- Sure to meet the required book coverage prior to end of quarter. Met QA target, why focusing on achieving key metrics.
- Incorporated key elements to all interactions while following the QA Grid. Sure to build rapport and going the extra mile to meet advertisers' needs
- Client focused, advertiser driven, passionate about customer satisfaction.
Specialist, Performance Coaching
Loblaw Companies Limited
11.2021 - 01.2023
- Performed monitoring of all customer support channels, including calls, e-mails, social and chat
- Participated in customer and client listening programs to identify customer needs and expectations
- Participated in design of call monitoring formats and quality standards
- Prepared and analyzed internal and external quality reports for management staff review
- Ensured agents progress are tracked and provided actionable data with suggested action plan
- Presented weekly/monthly reviews to ensure the team is reaching the defined KPIs and provided an action plan when needed
- Brought forward opportunities for improvements
- Responsible for scorecards fulfillment for internal and External agents through the use of Analytics dashboard
- Remain up to date on quality trends, Issues and company initiatives to prepare relevant materials
- Contributed to meetings by providing updates on team progress
- Liaise with team members to ensure all aspects of needs are fulfilled
- Participated/facilitated in calibration meetings with Identifying process gaps and partnering with Business Performance Managers
- Resolved Customers escalations through the use of Medallia to identify areas of opportunities ensuring customer satisfaction
Quality Assurance specialist
Loblaw Companies Limited
06.2020 - 11.2021
- Resolving exceptions and escalations by identifying the root cause, implementing solutions, and resolving customers concerns
- Lead in calibrations with the internal and external business partners to develop/ensure scoring consistency and best practices
- Positively influence the improvement of overall customer service experience by effectively monitoring calls to measure performance and pinpoint areas of opportunities
- Demonstrating a commitment to process improvement while providing recommendations and driving change
- Maintaining documentation of internal processes to ensure processes are up to date
- Supporting other departments to achieve production service levels and any ongoing project objectives
- Identified gaps, opportunities and process improvement and consistently provide immediate feedback on performance concerns
Customer Service Offline Agent
Loblaw Ecomm Portfolio, Millennium1 Solutions
04.2020 - 06.2020
- Resolved escalations by handling supervisors call backs.
- Effectively handled PC Optimum related inquiries and awarded PC Optimum points through
- Successfully processed customer refunds in CyberSource and utilized Think Portal to check inventory, exceptional orders, and process reships.
- Provided comprehensive analysis to support incident root cause and drove permanent resolution
- Effectively tracked customers orders through the use of UPS, Canada Post, E24,
- Coordinated with other departments to investigate and resolve customer issues. Documented all interactions through the use of Salesforce, Hybris, etc
Customer Service Representative
Loblaw Ecomm Portfolio |Millennium1 Solutions
10.2019 - 04.2020
- Effective use of open and close ended probing questions to understand and identified customers' needs
- Assisted customers with Online Digital Pharmacy issues
- Processed inbound and outbound calls to assist customers with Shoppers Drug Mart Online order inquiries
- Resolved client issues by taking accountability for customer’s needs and collaborate with other business units to provide solutions
- Maintained solid customer relationships by handling questions and concerns with speed and professionalism.
- Redirected calls as necessary
- Resolved several issues customers have with using the Shoppers Drug Mart online service/Online Digital Pharmacy
- Met and exceeded individual daily/weekly/monthly target.
Sales Representative and Promotional Assistant
Intafact Beverages Limited
02.2011 - 09.2014
- Good customer relationship, great with empathy skills, and interact with customers in a friendly and helpful manner
- Distributed products and give out promotional materials
- Represented the brand in a confident manner
Education
Diploma - Community Service Worker
Academy of Learning Career College
Kingston, ON05-2025
Diploma - Human Resources Management
Canadian College of Business, Science & Technology
Scarborough, ON 04.2024
Bachelor of Science - Medical Microbiology and Bacteriology
Nnamdi Azikiwe University
01-2014
Skills
- Submission coordination
- Project management
- Accounts payable and receivable
- Loyalty program development
- Organised and efficient
- Goal setting
Timeline
Inside Sales Associate
Accenture
02.2023 - Current
Specialist, Performance Coaching
Loblaw Companies Limited
11.2021 - 01.2023
Quality Assurance specialist
Loblaw Companies Limited
06.2020 - 11.2021
Customer Service Offline Agent
Loblaw Ecomm Portfolio, Millennium1 Solutions
04.2020 - 06.2020
Customer Service Representative
Loblaw Ecomm Portfolio |Millennium1 Solutions
10.2019 - 04.2020
Sales Representative and Promotional Assistant
Intafact Beverages Limited
02.2011 - 09.2014
Diploma - Community Service Worker
Academy of Learning Career College
Diploma - Human Resources Management
Canadian College of Business, Science & Technology
Bachelor of Science - Medical Microbiology and Bacteriology
Nnamdi Azikiwe University
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