Clive Atekwan
Toronto,ON
Summary
Committed and results-driven customer service specialist with more than 5 years of expertise in delivering outstanding assistance and fostering positive client interactions. Demonstrated ability to quickly address questions and problems, guaranteeing client loyalty and satisfaction. Adept at using interpersonal skills and effective communication to establish rapport and trust. Competent at handling large call volumes and with customer service software. Devoted to continuously hitting and surpassing performance goals while keeping a customer-centric focus. Looking to capitalize on experience in a fast-paced customer service position.
Overview
4
4
years of professional experience
Work History
Bilingual Customer Service Representative
Precise Parklink
09.2023 - 01.2024
- Respond to customer inquiries via phone, email, and live chat, and resolved customer complaints in a timely and effective manner
- Utilize various software tools such as Commend Studio to track customer interactions and ensure efficient resolution of customer request
- Collaborate with cross-functional teams to resolve complex customer issues
- Maintain a high level of customer satisfaction by providing accurate information and solutions to customers
- Provide product and service training to customers to increase their understanding and satisfaction
- Answer customer questions promptly and if the queries become more complex, update them with feedback and anticipated waiting time
- Train new hires on company policies and procedures and provided ongoing support
- Manage over 150 calls on a daily basis.
Customer Service Representative
TD Bank
01.2023 - 09.2023
- Handle 70 inbound calls from credit cardholders
- Assist cardholders with account queries, billing issues, payment arrangements, financial planning and service promotions
- Help customers with credit line increase/decrease inquiries, disputes and account education
- Collaborate with clientele to resolve credit disputes, written or verbal
- Allocate payments directly into customers' accounts, complying to customers and company satisfactions
- Maintain and exceed bank's established quality, compliance, and customer service standards
- Document each customer's account access with information provided, including outcome of calls
- Document written chats and also results categorized as query solved or query escalated.
Customer Service Representative
MTN Cameroon
06.2020 - 12.2021
- Manage high volumes of inbound and outbound customer calls and provided excellent customer service
- Answer customer inquiries about product feature, benefits and availability
- Maintain knowledge of products, promotions and services, to provide informed recommendations to customers
- Resolve customer issues and complaints using a variety of techniques, including problem-solving, conflict resolution and negotiation
- Assist customers with technical issues and provided troubleshooting support
- Collaborate with other team members to ensure full customer support lifecycle is 100% covered on a daily basis
- Process customer orders, tracking, and returns, ensuring accuracy and timely delivery.
Education
Bachelor of Science - Informatics and Security
Seneca College
Seneca College 06.2023
Skills
- Call Centre
- Verbal and written communication skills
- Conflict Resolution
- Multi-tasking
- Time Management
- Positive attitude and Adaptability
- Quality Control
- Record Keeping
- IT support
- Office 360
- Leadership
- Problem-solving
- Time Management
- Team Player
- Client Relations
- Attention To Detail
Accomplishments
- First Aid
- CPR Certified
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Precise Parklink
09.2023 - 01.2024
Customer Service Representative
TD Bank
01.2023 - 09.2023
Customer Service Representative
MTN Cameroon
06.2020 - 12.2021
Bachelor of Science - Informatics and Security
Seneca College
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