Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Interests
Timeline
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Oluwatimileyin OWOEYE

Toronto,Canada

Summary

I am an exceptionally seasoned customer service officer, with wide range of experiences. I have passions for customer service, product branding, and policy development, with effective identification and quick resolution of complex issues to maximize profits and ensure customer retention. I am open-minded towards fresh challenges, as that is my greatest motivation.

Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

HGS Global Solutions
04.2023 - 08.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Adhered to quality assurance guidelines, handling all customer interactions with professionalism, accuracy, care, and empathy.
  • Met KPI targets for efficiency, productivity, and schedule adherence to optimize service delivery.
  • Handled inquiries and complaints with a focus on first-contact resolution and effective triaging across multiple communication channels.
  • Accessed and interpreted information from various systems and resources to ensure consistent and accurate customer communication.
  • Prepared, processed, and maintained all relevant documents and work, adhering to established procedures and legislative requirements.
  • Troubleshot customer issues and ensured timely completion of sensitive processes while complying with service and performance standards.

Customer care representative (Spectranet Ltd)

ISON BPO
05.2019 - 02.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Managed high-volume, multi-channel communications in a fast-paced inbound call center, including telephone, email, self-service voice trees, and live chat.
  • Assisted call-in customers with questions and orders.
  • Performed front-office tasks (voice and chat) and back-office tasks (email) based on business needs or at the Supervisor's request.
  • Handled a high volume of inquiries and complaints across telephone, web chat, email, and in-person interactions, serving as the first point of contact.
  • Utilized proficiency in Microsoft Office Suite and call center tracking tools to adapt quickly to new applications and maintain efficiency.
  • Demonstrated strong customer service skills by resolving client issues with empathy, tact, and diplomacy.

Relationship Manager

De-shalom Pharmaceutical
11.2016 - 04.2019
  • Organized meetings and events, promoting different range of products
  • Notified the management of new sales and cross-selling opportunities
  • Maintained solid customer relationships by handling questions and concerns with speed and professionalism
  • Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Built and maintained strong relationships with clients and colleagues, leveraging coaching and feedback to encourage new approaches.

Technical Support Advisor

Spanco Communications
10.2016 - 02.2019
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
  • Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
  • Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
  • Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Improved overall user experience by providing personalized assistance based on individual client needs.
  • Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by [Number]%.

Education

Bachelor’s Degree - Microbiology

Federal University of Technology
08.2015

Skills

  • Excellent communication skills: oral, written and presentation
  • Excellent teamwork and interpersonal skills
  • Ability to thrive in a dynamic environment
  • Good time management
  • Ability to work under little or no supervision
  • Proficient in the use of:
  • MS Word
  • MS Excel
  • MS PowerPoint
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Languages

English
Full Professional

Interests

  • Volunteering
  • Watching Movies and TV Shows
  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Participating in cultural exchange programs and homestays
  • Youth Development Programs
  • Music

Timeline

Customer Service Representative

HGS Global Solutions
04.2023 - 08.2024

Customer care representative (Spectranet Ltd)

ISON BPO
05.2019 - 02.2023

Relationship Manager

De-shalom Pharmaceutical
11.2016 - 04.2019

Technical Support Advisor

Spanco Communications
10.2016 - 02.2019

Bachelor’s Degree - Microbiology

Federal University of Technology

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Oluwatimileyin OWOEYE