Ruth Nachina Helegbe
Etobicoke,ON
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Consultant
Rogers Communications
Toronto, ON
10.2022 - Current
- Connected and built rapport with customers by actively listening and asking the right questions.
- Troubleshooted customer connectivity issues.
- Promoted and recommended the latest products and services to customers.
- Made customers' lives easier by providing them with value-added services.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to Rogers technical support needs.
Contact Center Representative
TD Bank
Toronto, ON
11.2021 - 01.2022
- Achieved high satisfaction rating through proactive one-call resolutions of TD customer issues.
- Learned and maintained in-depth understanding of Easyline products and service information to offer knowledgeable and educated responses to diverse customer questions.
- Provided customers with the best solutions and offered guidance on how TD’s digital assets can further help meet customer needs.
- Delivered outstanding service and/or sales support with minimal to moderately complex transactions related to financial products and services with the aim to provide complete and correct solutions the first time.
- Played a key role in addressing customer concerns and being accountable for problem solving and/or raising matters to the appropriate people.
- Worked towards achieving set goals while being an ambassador for innovation by offering legendary experiences and trusted advice.
- Worked effectively as a team player, and learnt from other team members and supported co-workers to resolve customer issues, and improved efficiency of the advice team.
Contact Center Agent
Sitel Contact Center
Toronto, ON
05.2021 - 11.2021
- Entered customer information into customized computer system with CRM to document and organize client records.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Promoted available products and services to customers during service, account management, and order calls.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Answered over sixty calls per shift to meet fast-paced call center demands.
Customer Service Representative
Standard Chartered Bank
Accra, Ghana
06.2014 - 09.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Arts - Communication Studies
University For Development Studies
Wa, GhanaNo Degree - Social Media Marketing
George Brown College
Toronto, ONSkills
- Communications, interpersonal and analytical
- Excellent decision-making ability
- Record keeping
- Quick problem solver with conflict resolution
- Call Centre and customer support experience
- Google Technical Support Certification
- Excellent computer skills
- Customer Relationship Management (CRM)
- Calm and level-headed under duress
- Organizational skills
Certification
- Google Technical Support - 2022
Timeline
Technical Support Consultant
Rogers Communications
10.2022 - Current
Contact Center Representative
TD Bank
11.2021 - 01.2022
Contact Center Agent
Sitel Contact Center
05.2021 - 11.2021
Customer Service Representative
Standard Chartered Bank
06.2014 - 09.2018
Bachelor of Arts - Communication Studies
University For Development Studies
No Degree - Social Media Marketing
George Brown College
Similar Profiles
Rutika TawdeRutika Tawde
Manager - Business Controls at Rogers Communications Inc. (Rogers Bank)Manager - Business Controls at Rogers Communications Inc. (Rogers Bank)
Robert DrysdaleRobert Drysdale
Store Manager at Rogers Communications Inc.Store Manager at Rogers Communications Inc.
Stephanie Anne MagugatStephanie Anne Magugat
Customer Service Consultant at Rogers CommunicationsCustomer Service Consultant at Rogers Communications