Nelson Akpocha
Toronto,ON
Summary
Highly motivated and experienced customer service professional seeking to join the Call Centre Services Branch of the City of Ottawa, leveraging over 3 years of experience in multi-service environments to provide excellent client service, effective communication, and efficient issue resolution.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Supply Chain Manager
Brunch Masters Foods
Markham, Ontario
10.2023 - Current
- Developed and implemented supply chain strategies to optimize inventory levels, reduce costs, and improve delivery times.
- Performed a variety of administrative tasks, including scheduling, data entry, and maintaining accurate records.
- Managed correspondence through email, telephone, and in person, ensuring clear and concise communication with all stakeholders.
Ensured that office supplies and equipment were maintained and ordered when necessary.- Key Achievements:
Recognized for excellent organizational skills in managing multiple tasks with precision, ensuring deadlines were consistently met.
Played a key role in improving the efficiency of front-office operations by streamlining customer service processes.
Warehouse Assistant
Compugen
Richmond Hill, Ontario
02.2023 - 09.2023
- Verified stock inventory levels and maintained records of items shipped and received.
- Received and processed incoming orders, ensuring accuracy of information.
- Packed goods for shipment, including labeling boxes and preparing shipping documents.
- Organized warehouse racks to ensure efficient storage of goods.
- Maintained a clean work area in the warehouse, keeping it free from dust and dirt.
Customer Service Representative
Bell Canada
Toronto, Ontario
01.2020 - 11.2021
- Provide assistance to customers across multiple channels (phone, in-person, email) in a high-volume service environment, including answering inquiries, resolving issues, and processing transactions.
- Utilize corporate systems such as MS Word, Outlook, Excel, and proprietary applications to handle client information and ensure smooth operations.
- Ensure professional handling of customer inquiries, consistently meeting performance and quality assurance standards.
- Collaborate with internal teams to minimize the need for referrals and transfers, ensuring a smooth and positive client experience.
- Key Achievements:
Successfully managed high call volumes and complex customer inquiries while maintaining service excellence during peak periods.
Implemented solutions that improved the client referral process, reducing unnecessary escalations and increasing client satisfaction by 15%.
Education
Associate of Science - Supply Chain Management - Logistics
Trios College
Toronto, ON08-2024
Associate of Science - Business Administration
North American College of Information Technology
Scarborough06-2022
Bachelor of Science - Political Science
Ambrose Alli University
Ekpoma06-2006
Skills
- Skills
Strong proficiency in MS Word, Excel, Outlook, and Internet Explorer
Familiarity with CRM systems like LAGAN, Knowledge BASE, SAP, and related City of Ottawa systems
Excellent verbal and written communication skills
Strong ability to multi-task, prioritize, and work in high-pressure environments
Ability to work independently as well as collaboratively in a team setting
Reliable, punctual, and adaptable to changing work conditions
Customer service-oriented with the ability to resolve conflicts and issues efficiently
Certification
- Certified Ontario G License
- Certified Scrum Master
Languages
English
Full Professional
References
References available upon request.
Timeline
Supply Chain Manager
Brunch Masters Foods
10.2023 - Current
Warehouse Assistant
Compugen
02.2023 - 09.2023
Customer Service Representative
Bell Canada
01.2020 - 11.2021
Associate of Science - Supply Chain Management - Logistics
Trios College
Associate of Science - Business Administration
North American College of Information Technology
Bachelor of Science - Political Science
Ambrose Alli University