Tomi Ojejinmi
Surrey,BC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Taxpayer Services And Benefits Agent
Government Of Canada
10.2021 - 05.2024
- Analyze, verify, process and resolve internal records and account inquires in accordance with applicable laws
- Policies and procedures
- Research claims, provide written and verbal explanations clarifications to respond to inappropriate inquires or complaints regarding assessments, determination and amounts paid by social programs
- Review and analyze information returns, inquires and reports in order to take corrective action to resolve issues, including updating accounts or statements, as well as other social program related concerns
- Communicating with various internal and external clients, and providing information or advice depending on the situation
- Obtaining and analyzing financial and non-financial information
- Explaining various social program administered by the agency
- Conducting research of tax law and social programs policies and procedures to provide support to clients.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Team Leader
24 – 7 InTouch contact Centre
07.2020 - 10.2021
- Manage and supervise a team with over 20 customer service representatives
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Use critical thinking to develop solutions to improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to motivate CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
- Gain expert level knowledge on all partner products and promotions
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes.
Quality assurance analyst
24 – 7 InTouch contact Centre
08.2019 - 07.2020
- Monitor representatives' performance daily by recording, listening to, and evaluating calls/emails/chats in accordance with 24-7 Intouch and customer call/email metrics
- Counsel representatives on quality of service to ensure proper procedures are being followed
- Write shift reports and daily communication forms to update quality assurance staff and prevent duplication of evaluations
- Follow up on any problems or questions on reports
- Attends and participates in meetings with supervisors and managers to review monitoring lists
- Report scripting problems or questions from callers to appropriate departments
- Communicate with Supervisors on program changes and communicate representative's actions to Supervisors for performance appraisals
- Assist clients in monitoring specific programs as needed
- Distributes client and company related correspondence to telephone representatives
- Performs other duties as assigned.
Trainer
SkipTheDishes HQ
02.2018 - 07.2019
- Contacting restaurants and customers on order changes or adjustments, as well as providing customers with the best resolution to any issues that might be brought forward
- Multitasking, being able to watch how a city is performing and ensure that there are couriers on each order to reach the order at the estimated time while also ensuring an open line of communication is available between couriers and I, as well as my supervisors
- Assessing and analyzing order assignment to allow the best possible delivery times
- Coaching and contacting restaurants to ensure they have the necessary tools required to be successful
- Training new employees on what they need to be able to help couriers be successful on the network
- Supporting new employees through their first few weeks to allow a smooth transition into the work floor.
Delivery Logistic Analyst
SkipTheDishes HQ
02.2017 - 01.2018
- Contacting restaurants and customers on order changes or adjustments, as well as providing customers with the best resolution to any issues that might be brought forward
- Multitasking, being able to watch how a city is performing and ensure that there are couriers on each order to reach the order at the estimated time while also ensuring an open line of communication is available between couriers and I, as well as my supervisors
- Assessing and analyzing order assignment to allow the best possible delivery times
- Coaching and contacting restaurants to ensure they have the necessary tools required to be successful
- Training new employees on what they need to be able to help couriers be successful on the network
- Supporting new employees through their first few weeks to allow a smooth transition into the work floor.
Education
Bachelor of Science - Biology
University of Manitoba
Winnipeg, MB10.2018
Diploma - UTPII Science
International College of Manitoba
12.2013
Skills
- Strong work ethic and attention to detail
- Strong leadership skills and exceptional organizational skills
- Excellent communication skills (verbal and written)
- Demonstrated customer service and public relation skills
- Ability to demonstrate accountability, take initiative and problem solve
- Great public speaking and presentation skills
- Ability to prioritize multiple tasks and responsibilities
- Profound ability to plan and schedule activities effectively
- Team oriented and ability to delegate responsibilities optimally
- Great attention to detail
Certification
- First Aid and CPR (Canadian Red Cross)
- Non-violence crisis intervention (CPI)
- Psychological First Aid (NorWest Co-op Community Health)
- Suicide prevention training (Klinic)
- Sexual Assault Awareness; Compassionately Responding to Disclosures (Klinic)
- Naloxone training (Brothers Pharmacy)
- Proficiency in Microsoft Office
- Certified associate in project management (CAPM)
References
References available upon request
Timeline
Taxpayer Services And Benefits Agent
Government Of Canada
10.2021 - 05.2024
Team Leader
24 – 7 InTouch contact Centre
07.2020 - 10.2021
Quality assurance analyst
24 – 7 InTouch contact Centre
08.2019 - 07.2020
Trainer
SkipTheDishes HQ
02.2018 - 07.2019
Delivery Logistic Analyst
SkipTheDishes HQ
02.2017 - 01.2018
Bachelor of Science - Biology
University of Manitoba
Diploma - UTPII Science
International College of Manitoba
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