Summary
Overview
Work History
Education
Skills
Certification
Skills
Languages
Timeline
Generic

Tolu Taiwo

Innisfil,Canada

Summary

I'm a skilled customer and sales specialist with a strong background in technical support and team management. I excel in fast-paced environments, troubleshooting issues, and building positive relationships with customers. I'm also a licensed security guard with a passion for public safety and security operations. With experience in preventing incidents, ensuring compliance, and providing excellent customer service, I'm looking for a dynamic role where i can utilize my skills to enhance customer experiences and contribute to team success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Community Safety Team Member/ Security

One Community Solutions
02.2024 - 04.2024
  • Provided assistance to clients, including meal service, linens, and property maintenance
  • Performed perimeter checks, wellness checks, and environmental checks to ensure a safe environment
  • Responded to crisis situation and overdoses, interacting with local residents and businesses as a community liaison
  • Assisted in the investigation of accidents and near-misses, identifying root causes and implementing preventive measures.
  • Actively participated in safety committees, providing valuable input and helping to drive continuous improvement efforts within the organization.
  • Organized first aid supplies and maintained inventory levels consistent with company requirements.
  • Provided comprehensive safety training to new hires, fostering a strong commitment to maintaining a safe working environment.
  • Created detailed incident reports, providing valuable data for future risk mitigation strategies.
  • Implemented ergonomic improvements throughout the workplace, reducing strain-related injuries among staff members.
  • Monitored hazardous materials storage areas, ensuring proper containment procedures were followed to prevent spills or leaks.
  • Collaborated with management to develop and implement effective safety policies and procedures in line with industry best practices.

Loss and Prevention Officer/Security Guard

The Investigators Group
11.2023 - 12.2023
  • Apprehended, arrested, and detained shoplifters, ensuring a safe retail environment
  • Collaborated with team members to prevent incidents and maintain a secure premises
  • Enhanced workplace safety by conducting regular inspections and identifying potential hazards.
  • Promoted a proactive approach to hazard identification by encouraging open communication among employees at all levels within the organization.
  • Developed strong relationships with regulatory agencies, streamlining communication processes during inspections or audits.
  • Trained employees on emergency response procedures, resulting in faster response times during incidents.
  • Monitored compliance with local, state, and federal safety regulations to minimize risk of fines or penalties.

Security Guard

Niche Security
10.2020 - 06.2023
  • Maintained a safe environment for staff and visitors through proactive surveillance and communication.
  • Responded quickly to emergency situations to assess and deflect issues.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Completed full building and grounds patrols to spot and investigate concerns.
  • Checked and verified photo identification prior to granting facility access.
  • Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
  • Responded to emergencies promptly, ensuring the safety of all individuals on site.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Enhanced overall security by conducting thorough patrols and monitoring premises.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Worked independently and collaboratively to resolve urgent issues to protect lives and property.
  • Ensured proper functioning of security equipment, performing routine checks and maintenance tasks.

Senior Customer Service Representative

Twoplugs Incorporated
01.2017 - 03.2022
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Sought ways to improve processes and services provided.

Education

High School Graduate -

Bramalea Secondary School
Brampton, ON
07.2018

Skills

  • Current Ontario Private Security and Investigative License
  • Public safety and security operations
  • Policies and procedures
  • Assertive communication
  • De-escalation techniques
  • Conflict resolution
  • Accurate record keeping
  • Report writing
  • Problem-solving
  • Task prioritization
  • Teamwork
  • Independent work
  • Active listening
  • Customer relationship building
  • Fast-paced environment response
  • High level of memorization
  • Operating Systems: Windows 11, Linux, Apple IOS
  • Microsoft Office Suite
  • Salesforce
  • Zendesk
  • Google workspace
  • Slack
  • Team management
  • Customer-focused service
  • Multi-tasking
  • Excellent communication skills
  • Interpersonal skills
  • Attention to detail
  • Results-oriented
  • Innovative
  • Adaptable
  • Collaborative work

Certification

  • Ontario Security Guard Licence, 12/31/24
  • Emergency First AID with CPR (C) and AED, 03/31/26
  • Driving Licence (G2)

Skills

Current Ontario Private Security and Investigative License, Trained in public safety and security operations and systems, understand policies, regulations and procedures for the protection of people, data and property, Competent using assertive communication skills and practices for de-escalating conflict, Educated in stress management psychology for dealing with difficult situations and environments, Accurate record keeping and report writing skills with a high attention to detail, Outstanding problem-solving skills with the ability to remain calm in emergency situations, Quick at adjusting mental readiness when taking on challenges, Great at prioritizing tasks from least to most urgent, Dependable, confident, optimistic, well organized, and work efficient, Vigilant and proactive safety mindset, Respectful communicator, Confident work independent employee, and great at forming strong positive connections within teams, Active Listening to customers addressing any concerns expressed, verifying what was said to ensure mutual understanding; and to support maintaining a calm atmosphere, Demonstrated positive interactions with customers resulting in customer retention through professional relationship building, Providing prompt and immediate response in a fast-paced environment to support resolving customer issues, High level of memorization, able to recall information and details quickly, know location layouts, and recall names and faces, Responsible and trusted with opening and closing checks of building facilities including setting alarms

Languages

English
Native or Bilingual

Timeline

Community Safety Team Member/ Security

One Community Solutions
02.2024 - 04.2024

Loss and Prevention Officer/Security Guard

The Investigators Group
11.2023 - 12.2023

Security Guard

Niche Security
10.2020 - 06.2023

Senior Customer Service Representative

Twoplugs Incorporated
01.2017 - 03.2022

High School Graduate -

Bramalea Secondary School

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Tolu Taiwo