Tina Adesola
Northyork ,Ontario
Summary
Dynamic and empathetic professional with a rich background in customer service and volunteer work, notably with The Salvation Army. Excelled in roles requiring problem-solving, active listening, and emotional support, significantly enhancing client satisfaction and operational efficiency. Proven track record in staff education and quality assurance, demonstrating a commitment to excellence and a passion for making a difference.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Food Bank Volunteer
The Salvation Army
Birchmount Road Scarborough
02.2024 - Current
- Prepared and packaged boxes during box assembly line phase.
- Packaged up nonperishable food items for food bank visitors.
- Distributed food boxes with carefully selected essentials to families in need.
- Collaborated with team members to ensure timely distribution of food to clients in need.
- Organized, sorted and stored donations in orderly systems to minimize waste.
- Collaborated with fellow volunteers to deliver punctual, friendly service.
Healthcare Assistance Placement
EHJ Catholic Medical Center
Nigeria
10.2022 - 11.2022
- Assisted nursing staff with routine tasks such as vital sign monitoring, medication distribution, and specimen collection for accurate patient assessment.
- Maintained a professional demeanor while working under pressure during high-stress situations.
- Facilitated smooth patient transitions between departments by coordinating transportation and ensuring clear communication among healthcare providers.
- Championed a culture of inclusion and empathy for diverse patient populations by promoting cultural competence among staff members.
- Supported hospital staff in maintaining accurate records by effectively documenting patient information and updating medical charts.
- Contributed to a positive patient experience by actively listening to concerns and promptly addressing their needs.
- Assisted healthcare professionals in delivering quality care by efficiently completing assigned tasks and maintaining a clean environment.
- Prevented the spread of infections by meticulously following hand hygiene protocols, proper PPE usage, and other safety guidelines.
- Supported healthcare professionals in implementing therapeutic interventions by providing hands-on assistance during treatment sessions.
Customer Service Representative
NAHCO PLC
Lagos, Nigeria
03.1990 - 03.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Airport Services Agent
Emirates Airline
Lagos, Nigeria
03.2006 - 11.2021
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Enhanced passenger satisfaction by providing exceptional customer service and addressing concerns promptly.
- PpAdapted quickly to changing regulations or policies while maintaining excellent levels of service delivery to both airlines and passengerspp.
- Oversaw load planning of aircrafts, balancing weight distribution while maximizing available cargo space for optimal fuel efficiency.
- Trained new airport services agents, fostering a supportive team environment and enhancing overall performance.
- Streamlined boarding processes for faster turnaround times, ensuring on-time departures and arrivals.
- Facilitated clear communication between ground staff, cabin crew, and pilots to ensure efficient flight preparations.
- Maintained detailed records of flight-related information, ensuring accurate communication between all relevant parties.
- Conducted safety briefings for passengers, maintaining compliance with regulatory requirements.
- Coordinated luggage handling procedures, resulting in fewer lost or delayed bags for passengers.
- Collaborated with airline partners to streamline operations and improve interline processes for seamless connections.
- Implemented innovative solutions for common travel issues, improving the overall passenger experience.
- Resolved customer complaints professionally, leading to increased customer loyalty and repeat business.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Produced and shared customer service reports to support management decision-making.
Teaching Intern
Unity School Ikere Ekiti, Nigeria
Nigeria
03.1987 - 06.1987
- Assisted classroom teacher with grading projects, homework and assignments.
- Served as mentor to students, answered questions, provided tutoring services and offered one-on-one lesson reviews.
- Coordinated extracurricular activities that allowed students to explore new interests and develop leadership skills outside of the classroom setting.
- Developed strong relationships with students, fostering a positive learning environment for all.
- Improved student comprehension through the use of engaging visual aids and hands-on activities.
- Collaborated with fellow interns and experienced teachers to develop effective strategies for classroom management.
- Provided individualized support for struggling students, helping them achieve academic success.
- Participated in professional development opportunities, staying current on best practices for teaching and learning.
- Emphasized critical thinking skills throughout coursework, preparing students for future academic endeavors beyond their internship experience.
- Supported classroom teacher for over Number students by moving desks, straightening books and handing out lesson supplies.
Healthcare Volunteer
EHJ Catholic Medical Center Meiran
Nigeria
01.2023 - 02.2023
- Educated patients on disease prevention strategies and healthy lifestyle choices, empowering them to take control of their health outcomes.
- Assisted healthcare professionals in delivering quality care by efficiently completing assigned tasks and maintaining a clean environment.
- Championed a culture of inclusion and empathy for diverse patient populations by promoting cultural competence among staff members.
- Maintained a professional demeanor while working under pressure during high-stress situations.
Education
Diploma - Health Care Assistant
CLI College
Lagos, Nigeria 11.2022
Bachelor Of Arts - History And International Studies
Lagos State University
Lagos State Nigeria 09.2005
Graduate Certificate - English And Religious Studies
Nigeria Certificate in Education
Ikere Ekiti Nigeria 07.1988
Higher School Diploma - Higher School Waec
Christ Girls School
Ado Ekiti Nigeria 07.1983
Skills
- Problem-Solving
- Active Listening
- Sorting and Categorizing
- Punctual and Reliable
- Work Station Organization
- Quality Checks
- Food Distribution
- Safety Procedures
- Emotional Support
- Phone and Email Etiquette
- First Aid Training
- Emotional awareness
- Staff education and training
- Quality Assurance Controls
- First Aid
- Documentation Management
- Human Resources
- Patient Assessment
Languages
English
Full Professional
Yoruba
Elementary
Certification
Customer service ; Problem solving and Troubleshooting LinkedIn August 2021
First Aid & CPR /AED Level C February 2024.
N95 Mask Fit Test February 2024.
Leading and Motivating People with different Personalities LinkedIn August 2021.
Creating positive conversation with challenging customers LinkedIn May 2020
Medic FirstAid Bloodborne Pathogens in workplace November 2022
Basic Life Support June 2022
First Aid For Opioid Poisoning Emergencies March 2024
Reference
Ekundayo Kobomoje
Financial security Advisor.
Greatway Financial Inc.
647 745 2524
Ekundayo. kobomoje@mygreatway.ca
Titilayo Omage
Personal Support Worker
South bridge Nursing Home Cornwall
4379720014
sistervero247@gmail.com
Timeline
Food Bank Volunteer
The Salvation Army
02.2024 - Current
Healthcare Volunteer
EHJ Catholic Medical Center Meiran
01.2023 - 02.2023
Healthcare Assistance Placement
EHJ Catholic Medical Center
10.2022 - 11.2022
Senior Airport Services Agent
Emirates Airline
03.2006 - 11.2021
Customer Service Representative
NAHCO PLC
03.1990 - 03.2006
Teaching Intern
Unity School Ikere Ekiti, Nigeria
03.1987 - 06.1987
Diploma - Health Care Assistant
CLI College
Bachelor Of Arts - History And International Studies
Lagos State University
Graduate Certificate - English And Religious Studies
Nigeria Certificate in Education
Higher School Diploma - Higher School Waec
Christ Girls School