Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Hi, I’m

Pamela Okafor

Toronto,ON

Summary

Pamela is a successful Customer Service Officer with 8 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with top-notch organizational skills. Work effectively in fast-paced environment to build trust and resolve complex issues.

Overview

9
years of professional experience
1
Certification

Work History

Amazon

Customer Care Associate
10.2023 - Current

Job overview

  • Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers and maintaining a positive attitude during peak hours.
  • Collaborated with team members to ensure seamless customer support across multiple channels.
  • Improved overall service desk performance by regularly reviewing calls and providing constructive feedback to colleagues.
  • Handled complex customer issues with diplomacy, working towards mutually beneficial resolutions while upholding company standards.
  • Demonstrated excellent multitasking skills by juggling multiple tasks simultaneously while maintaining attention to detail and accuracy.

Secure Trust Protection

Security Guard
05.2023 - 10.2023

Job overview

  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Skilled in implementing access control measures, security protocols, and emergency response techniques.
  • Conducting thorough physical screenings of visitors and their belongings at event entrances, showcasing proficiency in security checks.
  • Maintaining meticulous incident reports and precise documentation.
  • Possessing strong communication skills to engage effectively with colleagues, visitors, and management.
  • Demonstrating composure and professionalism in handling high-pressure situations.
  • Managed approximately 25 incoming calls, emails and security check per day from customers.

Premier Inn Hotel

Call Center Receptionist
02.2020 - 04.2023

Job overview

  • Efficiently handle approximately 40 incoming calls, email and fax per day from customers and demonstrating strong communication skills and professionalism.
  • Exhibit a proactive approach to addressing customer complaints, resolving issues effectively to ensure customer satisfaction.
  • Demonstrate clear and concise communication skills, both verbal and written, fostering positive interactions.
  • Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%´.
  • Foster a collaborative environment by effectively working with team members and other departments.
  • Demonstrate efficiency in time management, prioritizing tasks effectively to meet organizational goals.

Onyifirst Ltd

Customer Service Officer
03.2015 - 01.2020

Job overview

  • Expertly manage and respond to customer inquiries, delivering accurate and comprehensive information with a focus on professionalism.
  • Demonstrate a proven track record in resolving customer concerns and complaints promptly, utilizing effective problem-solving skills.
  • Handled roughly 25 incoming calls, emails and faxes per day from customers.
  • Proficiently oversee the end-to-end process of order management, including placement, tracking, and modifications, ensuring seamless transactions.
  • Systematically gather, analyze, and leverage customer feedback to drive service improvements and enhance overall customer satisfaction.
  • Handle customer complaints with empathy and efficiency, consistently achieving positive resolutions to uphold customer satisfaction.
  • Enhanced operation and prioritized tasks, allowing senior staff to increase revenue by 20%´.
  • Identify strategic opportunities to promote additional products or services, contributing to revenue growth while enhancing customer value.

Education

Centennial College
Toronto, ON

Post-Graduate Certificate from International Business Management

Enugu State University of Science And Technology
Enugu State, Nigeria

Bachelor of Science from Accountancy

Adeokpela College, Umuogidi-Adoka

West African School Leaving Certificate

Skills

  • Problem solving and Analytical skills
  • Payment Processing
  • Complaint Handling
  • Dispute Resolution
  • Multitasking ability and work in a fast-paced environment
  • Interpersonal Skills and Critical Thinking
  • Problem Solving
  • Active Listening
  • Effective Communication

Languages

English
Full Professional

Certification

Private Security Guard License
[11461237]
First Aid - Emergency CPR C, AED
Smart Serve [230904274349]
Toronto Shelter Standard

Nigeria Red Cross Based Standard First Aid Certificate

Basic Credit Course Certificate

Customer Service Excellence Certificate Foundation Certificate [Customer Centricity Ltd]

Basic Communication and Etiquette Program Certificate [Poise Nigeria]

Timeline

Customer Care Associate

Amazon
10.2023 - Current

Security Guard

Secure Trust Protection
05.2023 - 10.2023

Call Center Receptionist

Premier Inn Hotel
02.2020 - 04.2023

Customer Service Officer

Onyifirst Ltd
03.2015 - 01.2020

Centennial College

Post-Graduate Certificate from International Business Management

Enugu State University of Science And Technology

Bachelor of Science from Accountancy

Adeokpela College, Umuogidi-Adoka

West African School Leaving Certificate

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Pamela Okafor