Oluwaseyi Rachael Nwalupue
Calgary,Alberta
Summary
Personable and dedicated Customer Support Specialist with documented history of exceeding customer and patron expectations. Excels at building customer loyalty with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Proven experience implementing large-scale customer service processes and managing efficient support teams.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
HGS
Canada
01.2024 - 03.2024
- Provided excellent customer service by responding to inquiries and resolving problems in a timely manner.
- Identified customer needs and offered solutions to enhance the customer experience.
- Educated customers on product features and benefits to support sales efforts.
- Cross-sold products or services based on customer needs assessment.
Customer Experience Supervisor
Guaranty Trust Bank
Nigeria
01.2022 - 11.2023
- Communicated with customers through inbound calls, identifying and addressing customer issues, complaints and inquiries promptly.
- Achieved 90% First Contact Response rate and increased customer satisfaction by resolving product/service issues promptly
- Monitored team performance metrics and developed actionable insights to improve quality of service delivery.
- Collaborated with business units to develop strategies for improving customer satisfaction and loyalty.
- Coached 13 team leads directly and 195 employees indirectly, promoting team efficiency through general & personalized feedback and routine training.
Customer Service Executive
Progital Digital Agency
Nigeria
01.2021 - 12.2021
- Managed client relationships, swiftly responding to enquiries and escalating complaints with a focus on quality service delivery in line with customer needs.
- Liaised with business units to discover better fitting solutions for clients’ businesses.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Analyzed data from surveys to determine trends in customer needs and preferences.
Education
Bachelor of Science - Journalism And Mass Communication
Caleb University
01.2021
Skills
- Customer service excellence
- Product/Service support
- Call Center Operations
- Escalation management
- Communication
- Relationship Management
- Collaborative & Interpersonal Skills
- Attention to Detail
- Problem solving Skills
- Adaptive & Fast learning Abilities
- Creative & Innovative Thinking
Certification
- Customer Service Professional, Asean Online Education, 2021
- COMPTIA Project+ & Customer Relationship Management, New Horizons, 2020
Technical Tools
Microsoft Office and Google Suite Applications, Salesforce, Microsoft Dynamics CRM, Avaya Telephone Systems, Slack, Miro, Notion, MS & Google Forms, Survey Monkey, Mentimeter.
Timeline
Customer Service Advisor
HGS
01.2024 - 03.2024
Customer Experience Supervisor
Guaranty Trust Bank
01.2022 - 11.2023
Customer Service Executive
Progital Digital Agency
01.2021 - 12.2021
Bachelor of Science - Journalism And Mass Communication
Caleb University
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