Susan Adelowo
Toronto,ON
Summary
Detail-oriented technical support specialist with 4 years of experience in telecommunications, retail, helpdesk, and customer service. Provides comprehensive support and excels at engaging customers by swiftly identifying issues and streamlining steps to effectively resolve technical problems. Demonstrates exceptional troubleshooting skills, effortlessly handling highly technical and complex issues with patience. Thrives in fast-paced environments, consistently meeting tight deadlines, and contributing as a valuable team player.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Rogers Communications Inc
2022.11 - Current
- Diagnose and troubleshoot hardware, software, and network issues and resolve at least 50 issues per day.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
Customer Service Specialist
Optima Communications International Inc
2022.06 - 2022.12
- Handled Inbound calls of Alectra UItilities Customers for setting up their accounts and answering their queries related to billings, payments, and all other required services.
- Managed and resolved on average 130 customer inquiries weekly ensuring 99% first-call resolution.
- Consistently met performance benchmarks in key areas of bill explanation, account maintenance, and collections ensuring quality and productivity during each customer interaction to ensure superior customer experience.
Inbound Customer Service Representative
Amazon Canada
2021.11 - 2022.12
- Handled inbound packages of Amazon customers, managing and resolving, on average 130 customer inquiries weekly,
- Processed and packaged returned shipped orders from customers accurately to the warehouse, and processed customer refunds and returns.
- Exhibited strong multitasking skills daily by handling multiple orders without compromising the quality of service provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative which enhanced productivity levels.
Customer Service Manager
Access Bank Plc
2019.12 - 2021.10
- Trained and regularly mentored a team of customer service representatives on performance-oriented strategies and customer service techniques.
- Managed a team of 6 employees to develop a more efficient method for handling incoming customer queries, achieving a 30% success rate.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided to sue customer needs, helping meet branch targets with an average of a 20% increased customer base.
Education
Bachelor of Science - Geology
Adekunle Ajasin University
Nigeria09.2018
Skills
- Problem-solving abilities
- Active Listening
- Analytical and Critical Thinking
- Customer Relationship Management (CRM)
- Complaint Handling and Problem Resolution
- Customer Support
- Technical Troubleshooting
- Remote IT Implementation
- Teamwork and Collaboration
- Proficiency in Microsoft Suite
- Exceptional customer service
- Networking Concepts Knowledge
Languages
English
Native or Bilingual
Certification
- Cybersecurity , IBM - July 2024- November 2024
- Data Analytics , Google - 2021-2022
- IT Support , Google - 2021-2022
Timeline
Technical Support Specialist
Rogers Communications Inc
2022.11 - Current
Customer Service Specialist
Optima Communications International Inc
2022.06 - 2022.12
Inbound Customer Service Representative
Amazon Canada
2021.11 - 2022.12
Customer Service Manager
Access Bank Plc
2019.12 - 2021.10
Bachelor of Science - Geology
Adekunle Ajasin University
- Cybersecurity , IBM - July 2024- November 2024
- Data Analytics , Google - 2021-2022
- IT Support , Google - 2021-2022
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