OBIORA ONUMONU
Winnipeg
Summary
Professional in operational management with track record of driving efficient processes and optimizing performance. Adept at implementing strategies that align with organizational goals and fostering collaborative work environments. Known for adaptability and reliability in dynamic settings, ensuring seamless team operations and goal achievement.
Overview
4
4
years of professional experience
Work History
Tax Review officer
Canada Revenue Agency
10.2021 - 12.2024
- Review Employee Tax documents to confirm they are eligible for CPP
- Review Employee Tax documents to ensure they are CPP complaints
- Review Employee Tax documents to determine if their deductions are accurate
- Review Employee complaints about CPP deductions and conduct research in resolving Complaints
- Communicating with Employers to assess if employees worked with them and confirm deductions
- Make reports about employee complaint resolutions
- Make daily reports to the Team lead about resolutions that need approvals
- Entered customer Data into the data base which enables faster resolution
- Reach out to Employees to get more information about employment which aids in Timely resolutions
- Resolve Employee's complaint in Timely manner
Customer Service Advisor
Kelly services
07.2023 - 06.2024
- Physical Damage Repairs – Isolating if it is a hardware issue and setting up a mail-in repair or a store appointment
- Warranty Support – Educating customers on available protection plans, warranties, and associated repair options
- Assist customers who own multiple products that have shared accounts and data
- Follow documentation and training materials to diagnose, resolve and escalate, when necessary, customer calls
- Enter all call activity into an online technical support database and provide documented information to the knowledge base
- Communicate electronically with wireless device users experiencing difficulties and document problems experienced
- Reset Security Questions
- Unlock Accounts
- Report fraud activity
- Assist with backup of the device before transferring data to a new device and troubleshooting any issues that may arise during the process (music, contacts, Apps, pictures and videos)
Customer Support Advisor Team Lead
TTEC Global
06.2021 - 03.2023
- Fielded customer's complaints and queries, fast-tracking them for problem resolution
- Assisted customer with issues relating to funding their accounts and resolving issues with the payment gateway
- Providing customers with daily resolutions through chat and emails about issues with placing bets
- Assisted customers who had issues with withdrawal and provided prompt resolution
- Uphold privacy and security requirements established by regulatory agencies
- Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality
Customer support Agent
24/7 Intouch
11.2021 - 06.2022
- Boosted CSAT scores to95% consistently
- Championed a customer-first mindset
- Expert in de-escalating complex issues
- Resolved2k+ tickets with high praise
- Assess customer’s support needs, then provide solutions
- Delivered service and support to each customer, paving the way for future business opportunities
- Reassure customers when delivering product diagnoses and potential solutions
- Uphold privacy and security requirements established by regulatory agencies
- Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality
Education
LL. B HONS - LAW
MADONNA UNIVERSITY
NIGERIA09-2011
Skills
- Work coordination
- Report writing
- Strategic planning
- Innovation and creativity
- Problem-solving
- Multitasking
- Excellent communication
- Team building
Languages
English
Professional Working
Timeline
Customer Service Advisor
Kelly services
07.2023 - 06.2024
Customer support Agent
24/7 Intouch
11.2021 - 06.2022
Tax Review officer
Canada Revenue Agency
10.2021 - 12.2024
Customer Support Advisor Team Lead
TTEC Global
06.2021 - 03.2023
LL. B HONS - LAW
MADONNA UNIVERSITY
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