ONEIL BLAKE

Work History

Rogers

05.2022 - Current

Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Voila By Sobeys

09.2020 - 05.2022

Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
Provided personalized support, ensuring a positive experience for each customer interaction.
Identified potential areas of improvement in the customer journey, suggesting actionable solutions to management.
Analyzed feedback from customers to identify trends and make informed recommendations for process improvements.
Delivered exceptional service by utilizing product knowledge and problem-solving skills during customer interactions.
Mentored new hires through training programs, contributing to a well-prepared and knowledgeable team of advisors.
Developed strong relationships with clients by providing attentive support, earning their trust and loyalty over time.
Assisted in the development of internal policies, guidelines, and procedures that directly impacted the quality of service provided to customers.

Innomar Strategies

07.2017 - 08.2020

Oversee and manage all aspects required to obtain private and/or public coverage for patients enrolled in relevant Patient Support Programs
Coordinate cases with insurance companies, physicians, pharmacies and patients; organize all relevant documentation
Support patients through the appeal process when required when insurers deny coverage
Assess and approve patients for relevant financial assistance
Reported any Adverse Events (AE) and product complaints from patients immediately upon becoming aware of the event
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Canada Life

01.2016 - 02.2017

Processed client's application for a wide range of wealth management products and services
Mentored less-experienced advisors by reviewing and analyzing their client applications
Managed incoming client requests of RRSP applications; processed resets for clients on policies
Worked in a high-volume workload within a deadline-driven environment; resolved an average of 550 inquiries in any given week and met performance benchmarks (speed, accuracy, volume)
Attained highest customer service ratings (as determined by external auditors) – earned 100% marks in communication skills, listening skills, problem resolution, politeness.
Enhanced client satisfaction by promptly addressing and resolving concerns through effective communication.

TD Canada Trust

08.2008 - 10.2015

Facilitated CEI improvement courses; educated colleagues of effective customer service operations and concepts
Provided system expertise and support in: S3, Customer Link, Credit link, and Admin Apps
Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Increased sales results by reviewing customer portfolios
Maintained high-level Customer Experience Index (CEI); provided clients with advice related to a wide scope of financial transactions and services
Led the process of increasing CEI results by performing the duties of a Welcome Ambassador.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

TD Canada Trust

08.2000 - 09.2009

Developed rapport with clients; identified their needs; reviewed mortgage and life insurance applications with current TDBFG clients
Effectively managed AHT and ACW and other specific key drivers of the business
Identified and set personal objectives by adhering to the Sales Activity Management Regulations (i.e
Forecasting, GAP analysis, and SMART action plan)
Participated as the Mortgage Verifier Representative within the Money Out Department
Exceeded the department's productivity targets by utilizing available tools and resources.
Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.