Soonae Ogeara
Oshawa,ON
Summary
Customer-focused professional with extensive experience in techinical support, financial services and quality assurance. Proven expertise in troubleshooting MacOS and IOS systems, delivering exceptional client service, and ensuring compliance with regulatory standards. Skilled in analyzing processes, monitoring performance, and implementing improvements to enhance efficiency and customer satisfaction. Adept at building strong client relationships, providing solutions tailored to individual needs, and maintaining high standards of accuracy and quality in fast-paced environments. Strong communicator with a commitment to continuous learning, adaptability, and cross-functional collaboration
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Kelly Services
04.2024 - 11.2024
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Tier 1 Technical Support Advisor
Kelly Services
11.2020 - 03.2024
- Collaborated with team members to share best practices and improve overall service quality.
- Resolved technical issues for customers through phone support channels.
- Supported supervisor with overflow calls during high-demand periods, demonstrating adaptability within a fast-paced environment.
- Guided customers through step-by-step solutions while maintaining clear communication and empathy throughout the interaction.
- Monitored customer satisfaction metrics and adjusted support strategies accordingly for continuous improvement.
- Maintained comprehensive knowledge of company products and services to provide accurate information to customers.
- Mentored and provided guidance to newly hired technical support advisors, sharing best practices and helping them adapt to the team.
Cook, Prep, and Dishwasher
The Fish Market
08.2017 - 08.2019
- Prepared and cooked food items to ensure timely service and customer satisfaction.
- Organized kitchen stations and ensured cleanliness to maintain health and safety standards.
- Ensured quality of ingredients, maintaining high standards for taste and presentation.
- Collaborated with kitchen staff to meet peak service demands.
- Maintained inventory of kitchen supplies to avoid shortages during busy hours.
- Assisted in catering events, ensuring high-quality food service for large groups.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
Cashier, Brewer and Counter Attendant
Tim Horton's
03.2017 - 08.2017
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Collaborated with team members for smooth operations, resulting in reduced downtime and improved workflow.
- Managed inventory effectively, ensuring timely procurement of raw materials and minimizing waste.
Dishwasher/Cook
The Captain's Boil
03.2017 - 07.2017
- Followed supervisor instructions to complete tasks on time.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Streamlined kitchen operations with effective communication and collaboration among team members.
Cashier, Counter attendant, Garnisher and Grill cooker
Harvey's
04.2015 - 02.2017
- Assisted customers with purchases to ensure smooth transactions.
- Processed payments and provided accurate change for improved customer experience.
- Provided friendly and efficient service, creating positive experiences for shoppers.
- Handled customer inquiries and resolved issues to ensure satisfaction.
- Balanced cash drawer at end of each shift for accurate financial reporting.
- Enhanced customer loyalty by offering personalized service and product recommendations.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Counsellor/Mentor for March Winter Camp
All Nation Full Gospel Church
03.2014 - 03.2014
- Planned, coordinated, and executed activities while guiding campers in personal growth and daily living skills
- Guided campers in daily activities and ensured a safe environment.
- Improved camper engagement by organizing creative and interactive sessions.
- Developed strong relationships with campers, fostering a supportive and inclusive atmosphere.
- Provided emotional support to campers, helping them overcome challenges and build confidence.
Education
Associate of Arts - Hospitality Operation Management
Algonquin College
Ottawa, ON06-2020
Skills
- Quality Assurance
- Technical & Analytical Skills
- Data Analysis
- Financial & Business Skills
- Bilingualism (French & English)
- Mentoring and Training
- Compliance & Risk Management
- Teamwork & Time Management
- Problem Solving
- Microsoft Office and related software skills
Languages
English
Native or Bilingual
French
Native or Bilingual
Certification
Apple Certified Techinical Support Advisor (IOS & macOS) - November 2020
Timeline
Quality Assurance Analyst
Kelly Services
04.2024 - 11.2024
Tier 1 Technical Support Advisor
Kelly Services
11.2020 - 03.2024
Cook, Prep, and Dishwasher
The Fish Market
08.2017 - 08.2019
Cashier, Brewer and Counter Attendant
Tim Horton's
03.2017 - 08.2017
Dishwasher/Cook
The Captain's Boil
03.2017 - 07.2017
Cashier, Counter attendant, Garnisher and Grill cooker
Harvey's
04.2015 - 02.2017
Counsellor/Mentor for March Winter Camp
All Nation Full Gospel Church
03.2014 - 03.2014
Associate of Arts - Hospitality Operation Management
Algonquin College
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