Samuel Anwana
London,Canada
Summary
Diligent Customer Support Specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Committed to smoothly uncovering and resolving customer concerns through empathy-driven service and leadership strategies that promote inclusiveness in the work environment while fostering win-win results.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
BuzzBite, Remote
02.2023 - 12.2023
- Monitored and reported user behavior and demographics using Tableau and MixPanel dashboards
- Completed 65 new orders per day with 90% accuracy and consistently high customer satisfaction scores.
- Improved team collaboration and productivity by streamlining communication, leading to a 22% decrease in response times as outsourced resource.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
Customer Service Representative
Ontario Addiction Treatment Centre (OATC)
05.2022 - 12.2022
- Conducted preliminary assessments by gathering relevant client information, reducing patient examination time by 25% and ensuring a smoother process.
- Helped large volume of clients every day with positive attitude and focus on client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Communicated with clients regarding account services, statements, and balances.
IT Client Support Associate
TD Bank, Remote
01.2022 - 05.2022
- Resolved an average of 50 customer complaints per week, maintaining a resolution rate of 90% and improving overall customer retention.
- Promoted digital banking solutions to customers, resulting in a 30% increase in online account activations and reducing in-branch traffic.
- Achieved a customer satisfaction score of 95% based on post-interaction surveys, exceeding the branch's target of 90%.
- Provided expert advice and guidance to clients in navigating complex banking products and services while building and maintaining customer relationships to foster loyalty.
Senior Customer Service Specialist
Zenith Bank Plc
02.2014 - 03.2021
- Implemented effective communication strategies and customer-centric problem-solving techniques resulting in improved customer satisfaction scores by 20%.
- Elicited customer satisfaction by providing assistance to day-to-day large volume of customers and made necessary process changes.
- Evaluated technical problems to find appropriate solutions within the company’s troubleshooting resolution tree.
- Minimized wait time by developing and actualizing customer service initiatives promptly.
Customer Service Associate
ACN Canada
01.2011 - 09.2013
- Successfully handled 100+ customer requests for information on products, services, and company information, maintaining a 98% customer satisfaction rate
- Demonstrated exceptional commitment to customer satisfaction by resolving an average of 15 customer complaints per week with a 90% success rate, resulting in improved brand reputation
- Utilized company troubleshooting tools to successfully troubleshoot 95% of technical problems within 24 hours, reducing downtime by 50%.
Education
Business Analysis -
Fanshawe College
London, ON08.2023
Operations Management - undefined
Fanshawe College
London, ON12.2021
Bachelor Of Arts In Psychology - undefined
Carleton University
Ottawa, ON11.2013
Skills
- Team Collaboration
- Brand Awareness
- Cold Calling
- Technical Support
- Customer Service Excellence
- Upselling/Cross-selling
- High Communication Ability
- Conflict Resolution
- Relationship Building
- Call Centre Operations
- Customer Complaint Handling
- Daily Time Management
- Proactive Customer Support
- Problem Solving
- Project Management
- Sales Force
- Quality Management
- Standard Operating Procedure
Timeline
Customer Support Specialist
BuzzBite, Remote
02.2023 - 12.2023
Customer Service Representative
Ontario Addiction Treatment Centre (OATC)
05.2022 - 12.2022
IT Client Support Associate
TD Bank, Remote
01.2022 - 05.2022
Senior Customer Service Specialist
Zenith Bank Plc
02.2014 - 03.2021
Customer Service Associate
ACN Canada
01.2011 - 09.2013
Business Analysis -
Fanshawe College
Operations Management - undefined
Fanshawe College
Bachelor Of Arts In Psychology - undefined
Carleton University
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