OKUNROBO JOACHIM
Winnipeg
Summary
Results-driven Customer Service & Technical Support Advisor with years of experience in customer relations, technical troubleshooting, sales, and financial services. Adept at handling high-volume customer interactions, providing technical support for hardware, software, and networking issues, and driving sales growth through effective client engagement and upselling strategies . Proven ability to analyze customer needs, resolve complex issues, and enhance client satisfaction, while maintaining a high first-contact resolution rate. Passionate about leveraging technical, financial, and sales expertise to improve customer experience and business efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
24/7 Intouch CX
Winnipeg
11.2024 - 06.2025
- Answering incoming calls, chats, or emails from customers
- Providing accurate and timely information about products or services
- Troubleshooting technical issues and guiding customers through solutions
- Handling billing inquiries, order updates, or account concerns
- Maintaining a positive and professional tone with every customer interaction
- Escalating complex issues to higher-level support when necessary
- Documenting customer interactions using internal tools or CRM systems
- Following company policies, procedures, and quality standards
- Meeting or exceeding key performance metrics (e.g., customer satisfaction, response time)
- Working in a fast-paced, high-volume environment while remaining focused
- Participating in regular training and coaching sessions to improve performance
- Ensuring customer confidentiality and data security at
Sales Representative ( B2B & B2C Sales)
NTT BPO
Winnipeg
07.2024 - 10.2024
- Conducted inbound and outbound sales calls, successfully closing 30+ deals per month.
- Promoted and sold telecom & software services, increasing company revenue by 20%.
- Utilized CRM systems (Salesforce & Zoho) to track customer interactions and manage leads.
- Developed upselling & cross-selling strategies, boosting average order value.
- Provided product recommendations based on customer needs, improving retention by 25%.
- Met and exceeded monthly sales targets by 15% consistently.
Customer Service Representative
TTEC
Winnipeg
11.2021 - 12.2022
- Responding to customer inquiries via phone, chat, or email.
- Resolving product or service-related issues with professionalism
- Troubleshooting technical problems or billing concerns
- Processing orders, payments, and account updates
- Recommending or upselling products when applicable
- Handling customer complaints with empathy and patience
- Logging interactions into CRM systems like Salesforce
- Meeting performance targets such as CSAT and resolution time
- Following scripts and compliance guidelines
- Protecting customer data and ensuring privacy
- Collaborating with team members and supervisors for support and training
Customer Support Associate
Amazon
Winnipeg
09.2018 - 11.2019
- Managed customer inquiries, refunds , and order tracking via chat and email.
- Provided support for Amazon prime memberships , subscription services and billing disputes.
- Handled high call volumes while maintaining a 95%customer satisfaction score
- Assisted customers with product recommendations,increasing upsells by 20%
Technical Support Advisor
Apple
Winnipeg
02.2016 - 04.2018
- Provided troubleshooting support for iOS, MacOS, and Apple ID issues.
- Assisted customers in resolving network connectivity, iCloud sync, and FaceTime issues.
- Walked users through software updates, data backup, and app troubleshooting.
- Achieved a 95% resolution rate on first contact.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Stayed abreast of latest software developments to enhance job knowledge.
Education
Sales and Event coordinator program
Manitoba Institute of trades and technology
Winnipeg, Manitoba08-2023
Skills
- CRM Software (Zoho, RMA, Salesforce)
- Microsoft Office Suite (Excel, Word, Outlook)
- Data Entry & Analysis
- Moodle Setup & Administration
- Call Handling & Technical Troubleshooting
- Customer Service & Relationship Building
- Account Management & Member advising
- Loan & Credit product knowledge
- Conflict Resolution & Risk Management
- Customer Retention & Escalation Management
- Service Level Agreements (SLAs)
- Cross-Selling &Financial Education
- Security & Fraud Identification
- Business Process Optimization
- Training and team support
Timeline
Customer Service Representative
24/7 Intouch CX
11.2024 - 06.2025
Sales Representative ( B2B & B2C Sales)
NTT BPO
07.2024 - 10.2024
Customer Service Representative
TTEC
11.2021 - 12.2022
Customer Support Associate
Amazon
09.2018 - 11.2019
Technical Support Advisor
Apple
02.2016 - 04.2018
Sales and Event coordinator program
Manitoba Institute of trades and technology