MARY UCHE EMMANUEL-OKORIE
Toronto,ON
Summary
Results-oriented client service representative with a proven track record of delivering exceptional service, resolving issues efficiently, and fostering positive client relationships to drive customer satisfaction and retention.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Onboarding Specialist/ Training Specialist
FreshBooks
01.2023 - Current
- Serving as subject matter expert to create training materials related to product knowledge, features, and updates
- Conduct interactive and engaging onboarding sessions to facilitate understanding and proficiency in our products
- Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services
- Provide constructive and timely feedback to participants during the training period to enhance learning outcomes
- Monitor and assess the quality of ticket reviews, providing ongoing coaching and support to enhance accuracy and efficiency
- Escalates complex issues to the management as specified.
- Trained and mentored 9 new personnels hired to fulfill various roles.
Administrative & Customer Service Staff
World Bank
01.2020 - 01.2023
- Ensured that financial transactions were in line with the Bank's regulations
- Ensured interactions with Tasks team leaders were done and conducted professionally and confidentially while exhibiting an excellent level of customer service and empathy
- Offered advice and guidance on available digital and self-serve options to over 500 customers to make banking easy and fast
- Provided support for customer requests related to banking services, handled transactions, and assisted over 200 walk-in customers at the branch
- Cross-trained 6 Short-Term Temporaries to support business needs
- Supported operational activities, including inventory management, handling escalated service requests, following up on customer applications, and managing filing, opening, and closing activities.
Client Service Representative
MTN Nigeria Communication PLC Regional
01.2018 - 01.2020
- Achieved sales targets and outcomes within scheduled time
- Conducted outbound reach out to customers through phone calls and email services
- Performed cost-benefit and needs analysis of existing/potential customers to meet their needs
- Proactively took the initiative to find creative approaches, making each customer's experience personalized
- Received a high volume of incoming phone calls while simultaneously documenting summaries of conversation organization needs
Education
Post Graduate Certificate in Project Management-Information Technology -
CANADORE COLLEGE
Mississauga, ONSkills
- Strong Interpersonal Skills
- Attention to Details
- Critical thinking
- Knowledge retention and recall
- Adaptive and Flexible
- Empathetic Listening
- Ability to maintain confidentiality
- Expert-level written and verbal Communication
- Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
Languages
English
Native or Bilingual
Certification
- Standard First Aid & CPR/AED (Level C)
- Emergency First Aid & CPR/AED (Level C)
Timeline
Onboarding Specialist/ Training Specialist
FreshBooks
01.2023 - Current
Administrative & Customer Service Staff
World Bank
01.2020 - 01.2023
Client Service Representative
MTN Nigeria Communication PLC Regional
01.2018 - 01.2020
Post Graduate Certificate in Project Management-Information Technology -
CANADORE COLLEGE
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