Summary
Overview
Work History
Education
Skills
Timeline
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Okeoghene Teddy-Aboh

Ottawa,ON

Summary

Dynamic customer service professional with proven expertise at TTEC, enhancing customer satisfaction through effective problem resolution and communication. Skilled in customer account management and adept at upselling, I consistently exceed service goals while adapting to diverse client needs. Committed to driving retention and delivering exceptional support in fast-paced environments.

Overview

11
11
years of professional experience

Work History

Chat Agent

TTEC
Montreal, Quebec
09.2018 - 04.2019
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Adhered to company guidelines while providing excellent customer service.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Collaborated with other departments to ensure optimal customer satisfaction levels were met.
  • Provided accurate information about company policies and procedures.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Developed strategies to increase customer satisfaction ratings.
  • Collected deposits or payments and arranged for billing.
  • Developed an understanding of customers' needs by asking probing questions.
  • Escalated unresolved issues to higher levels when necessary.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Strengthened customer retention by offering discount options.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Created detailed reports of customer interactions and feedback.
  • Promoted available products and services to customers during service, account management and order calls.
  • Answered customer questions accurately and promptly.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Tracked customer service metrics including wait times, resolution time.
  • Oversaw warranty counseling process to manage expense controls.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Maintained up-to-date knowledge of product lines, features, pricing plans.
  • Supported sales team members to drive growth and development.
  • Gathered customer information, identified underlying issues, and provided appropriate solutions.
  • Identified potential sales opportunities from customer conversations.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Resolved customer complaints in a timely manner.

Customer Service Representative

Ecobank
Warri, Delta
12.2007 - 03.2018
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Developed positive relationships with customers through friendly interactions.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided accurate information about products and services to customers.
  • Resolved customer complaints promptly and efficiently.
  • Supported sales team members to drive growth and development.
  • Updated databases with new and modified customer data.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.

Education

Diploma - Cyber Security

Herzing College
Ottawa
10-2024

Bachelor of Science - Accounting

Delta State University
Abraka Nigeria
12-2004

Skills

  • Customer service
  • Problem solving
  • [Language] fluency
  • Remote office availability
  • Adaptability
  • Effective communication
  • Problem resolution
  • Customer account management
  • Customer retention strategies
  • Quick thinking

Timeline

Chat Agent

TTEC
09.2018 - 04.2019

Customer Service Representative

Ecobank
12.2007 - 03.2018

Diploma - Cyber Security

Herzing College

Bachelor of Science - Accounting

Delta State University

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Okeoghene Teddy-Aboh