Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Michael Oluwapemi

15 Vena Way,Ontario

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Team-oriented Employee Trainer with substantial background in training and development. Skilled at identifying training needs and creating customized training solutions for different learners and groups. Proven track record of developing and implementing successful training strategies, utilizing both traditional and digital methods. Strong interpersonal skills and dedicated to establishing positive relationships with employees and stakeholders.

Overview

6
6
years of professional experience

Work History

Program Ready Trainer

TELEPERFORMANCE USA(Toyota Financial Services)
08.2024 - Current
  • Conducted assessments of individual skill gaps prior to training commencement, allowing for more targeted instruction methods tailored to specific needs.
  • Increased trainee satisfaction ratings by continuously updating training content based on feedback and industry trends.
  • Collaborated with team members to create dynamic group activities that fostered teamwork and problem-solving skills.
  • Implemented new technologies into the training curriculum, increasing engagement levels among participants.
  • Measured program outcomes through regular evaluations, identifying areas for improvement and implementing necessary changes to enhance overall effectiveness.
  • Streamlined administrative processes related to training coordination, resulting in increased efficiency and reduced costs.
  • Maintained clear lines of communication between all stakeholders involved in the program delivery process for optimal collaboration results.
  • Trained personnel to increase overall efficiency, resulting in a reduction of errors and improved productivity levels.
  • Developed strong relationships with program participants, offering ongoing support and resources throughout their learning journey.

Customer Service Representative

TELEPERFORMANCE USA (Toyota Financial Service)
11.2023 - 08.2024
  • Explained financial implications of extension/deferral of monthly due payment to customers who financed cars with Toyota
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Bank Customer Service Representative

Providus Bank
10.2020 - 08.2022
  • Reached out to existing bank customers and offered personalized support for different needs.
  • Investigated disputes and handled suspected fraud with diligence and attention to detail.
  • Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
  • Processed various transactions with accuracy and according to bank standards and legal requirements.
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Stayed current on banking products, services and regulations to continue delivering top-notch service and support.

Customer Service Manager

BIOFERM FINTECH
06.2018 - 08.2020
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.

Education

Bachelor of Arts - International Relations

AJAYI CROWTHER UNIVERSITY
06.2023

A LEVELS DEGREE - INTERPERSONAL RELATIONSHIP

EDUCATIONAL ADVANCEMENT CENTER
03.2020

Skills

  • Quality Assurance
  • Account Updating
  • Data Entry
  • Product Upselling
  • Call Control
  • Payment Processing
  • Technical Support
  • Sales Closing
  • Customer Service
  • Problem-Solving Skills
  • Report Preparation
  • Performance Improvement
  • Performance Monitoring
  • Complaint Resolution
  • Customer Relationship Management
  • Training delivery
  • Multimedia integration
  • Peer coaching
  • Problem-solving abilities
  • Multitasking
  • Time management abilities
  • Multitasking Abilities
  • Reliability
  • Professionalism
  • Adaptability

Languages

English
Full Professional

Timeline

Program Ready Trainer

TELEPERFORMANCE USA(Toyota Financial Services)
08.2024 - Current

Customer Service Representative

TELEPERFORMANCE USA (Toyota Financial Service)
11.2023 - 08.2024

Bank Customer Service Representative

Providus Bank
10.2020 - 08.2022

Customer Service Manager

BIOFERM FINTECH
06.2018 - 08.2020

A LEVELS DEGREE - INTERPERSONAL RELATIONSHIP

EDUCATIONAL ADVANCEMENT CENTER

Bachelor of Arts - International Relations

AJAYI CROWTHER UNIVERSITY

Similar Profiles

CREATE PROFILE
Michael Oluwapemi