Onome Efruwhe
Edmonton,AB
Summary
Accomplished Technical Advisor with a proven track record at Greatway Financial, adept in technical operations management and customer support. Expert in leveraging analytics for risk mitigation, enhancing system integration, and fostering team development. Demonstrated success in resolving high-stress customer issues, boosting satisfaction and loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Advisor
Greatway Financial
09.2019 - Current
- Served as primary point of contact for triaging technical issues.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Collaborated closely with cross-functional teams, ensuring optimal integration of new technologies and systems.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
- Developed effective strategies for risk mitigation, proactively identifying potential problems before they escalated into costly setbacks.
- Collaborated with personnel to provide updated knowledge regarding industry application standards and specifications.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 98%.
Customer Service Representative
TD Bank
02.2015 - 08.2019
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Bachelor of Science - Pharmacology
University of Lagos
Nigeria04.2015
Skills
- Training and mentoring
- Analytics
- Technical Operations Management
- Network Administration
- Technical Support Triage
- Customer Support
- Tech-Savvy
- Project Coordination
- Multitasking
Languages
English
Native or Bilingual
Certification
- Certified Life Insurance Agent
Timeline
Technical Advisor
Greatway Financial
09.2019 - Current
Customer Service Representative
TD Bank
02.2015 - 08.2019
Bachelor of Science - Pharmacology
University of Lagos
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