Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Obiajulu Agu

601 Cordelette Circle, Orleans,Ontario

Summary

Detail-oriented and results-driven professional with a proven track record in collaborating with sales teams to enhance customer satisfaction, prevent complaints, and increase revenue. Adept at identifying customer needs, initiating referrals, and executing seamless transactions

Overview

6
6
years of professional experience

Work History

Client Representative Help Desk Escalation 1

Bell Canada
01.2021 - Current
  • Collaborate with the sales team to deliver first-class service while preventing complaints and increasing revenue in adequately supporting seller queries submitted via Webex Chat.
  • Respond to information requests from customers received through the Webex chat.
  • Respond to escalated requests or complaints from VPs as well as other groups and individuals.
  • Prioritize requests based on complexity.
  • Communicate by phone or email with customers and partners to inform them of the status of their requests.
  • Search for information to resolve problems (tools, legislation, contract terms, conditions, billing, resources from other groups, etc.)
  • Analyze root causes and identify strategies and solutions in compliance with business rules.
  • Document all process steps, from receipt to conclusion.
  • Identify opportunities for process improvements to prevent customer complaints and escalations.
  • Produce feedback for agents and front-line teams.
  • Distribute and manage follow-ups.

Customer Care Representative

Scotiabank
01.2018 - 12.2020
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Identifies customer needs and initiates referrals to my colleagues.
  • Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
  • Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
  • Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast.
  • Review customer profiles and engage customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
  • Contributes to meeting branch business results and the customer experience.
  • Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
  • Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
  • Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
  • Acts as a key member of a collaborative and versatile branch and market team.
  • Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
  • Organizes work information to ensure accuracy and completeness.
  • Takes the initiative to find creative approaches that make each customer’s experience feel personal.
  • Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
  • Contributes to business results and the overall experience delivered in the branch.
  • May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
  • Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
  • Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
  • Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • Complies with legal and regulatory requirements for the jurisdiction.
  • Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
  • Completes standardized tasks under supervision.
  • Performs initial problem-solving within given rules/limits & escalates when required.
  • Broader work or accountabilities may be assigned as needed.

Education

Bachelor of Science - Computer Science

University Of Nigeria Nsukka

Master of Science - Information Technology

Shenyang Institute Of Engineering

Graduate Diploma - Desktop And Technical Support

Seneca College of Applied Arts And Technology
North York, ON

Skills

  • Customer Service Excellence
  • Effective Communication
  • Problem Solving
  • Product Knowledge
  • Multichannel Support (Phone, Email, Chat)
  • Relationship Building
  • Process Improvement
  • Documentation and Record-Keeping
  • Time Management
  • Team Collaboration

Languages

English

Timeline

Client Representative Help Desk Escalation 1

Bell Canada
01.2021 - Current

Customer Care Representative

Scotiabank
01.2018 - 12.2020

Bachelor of Science - Computer Science

University Of Nigeria Nsukka

Master of Science - Information Technology

Shenyang Institute Of Engineering

Graduate Diploma - Desktop And Technical Support

Seneca College of Applied Arts And Technology

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Obiajulu Agu