TOYIN ONIFADE-OHU
Calgary,Alberta
Summary
Resourceful customer service representative with very clear written and oral skills 8+ years’ experience providing customer service in a face to face environment and busy call center with exceptional telephone etiquette Very friendly, creative, proactive, out-going and with a positive attitude Sound troubleshooting, strong diagnostic and analytical skills with great attention to detail, can work under pressure without compromising service quality. Highly focused on problem solving, delivering excellent results with emphasis on getting it right the first time and pays attention to details
Overview
12
12
years of professional experience
Work History
Customer Care Analyst
Digital commerce bank
Calgary, AB
09.2020 - 06.2023
- Responded to high-volume inquiries, Efficiently handled over 100 calls daily, managed live chat and email queries from customers regarding various products, including personal accounts, corporate banking, and prepaid credit cards.
- Listened attentively to customer needs, analyzed client accounts, and provided information such as balance, transaction history, and generated statements.
- Maintained meticulous client records and documentation, ensuring accuracy and compliance with internal standards while collaborating with various departments to address client needs efficiently.
- Documented customer interactions using the company's ticketing system.
- Ensured compliance with AML and KYC policies, obtaining necessary security before accessing and providing customer information.
- Investigated missing interac transfers and unauthorized transactions, ensuring prompt resolution and customer satisfaction.
- Assisted with onboarding new accounts and employees, providing training and support as needed to ensure smooth integration.
- Conducted periodic reviews with management to suggest areas of improvement in processes and procedures.
Customer Service Representative (Call Center Agent)
Trail Appliances Ltd
07.2018 - 09.2020
- Facilitated account creation and coordinated the installation of new appliances for customers and builders, ensuring seamless execution and customer satisfaction.
- Interacted with customers to troubleshoot appliance issues, initiating service calls when necessary, and efficiently diagnosing problems to provide timely solutions.
- Managed the allocation of service technicians and installers, optimizing scheduling for expedited customer service and satisfaction.
- Provided comprehensive information on warranties, appointment status, and appliance repair progress, ensuring customers remained informed and supported throughout the service process.
- Resolved a wide range of customer concerns, including technical inquiries, product sales, service issues, installations, and billing complaints, ensuring swift and effective solutions.
- Collaborated with cross-functional departments such as warehouse, warranty, dispatch, credit, billing, and sales teams to deliver the best possible customer experience through cohesive and coordinated efforts.
Mail Clerk (TD Canada Trust Bank)
Adecco Employment Agency Calgary
01.2018 - 06.2018
- Provided dedicated support to TD Wealth financial planners by assisting with post-client meeting activities, including organizing and filing signed forms and account documents into their respective folders and cabinets.
- Managed the retrieval and preparation of old client documents and closed account folders from cabinets for archiving, ensuring compliance with document retention policies.
- Facilitated the transition of physical client files to the phone-based Financial Plan team, ensuring smooth handover and continuity of service.
- Conducted file clean-up of closed accounts, identifying and shredding unwanted documents to maintain organization and efficiency.
Customer Service Advisor
Students Travels International Nigeria
03.2016 - 10.2017
- Accurately and completely explained educational programs, financial consideration and school requirements to students and parents
- Effectively processed academic applications and followed through to final enrolment.
Customer Service Representative (loans and Overdraft)
Royal Bank of Scotland, Manchester England
01.2011 - 12.2015
- Processed bank loan applications, overdraft applications, also provided detailed explanation on bank charges and interest
- Worked in a busy call center environment handling over 120 inbound and outbound calls per day and meeting the average call handling time
- Effectively asked relevant questions in order to diagnosed and resolve complaints
- Consistently improved customer satisfaction through expert resolution of complaint.
Customer Service Representative (Credit and Debit Cards)
Royal Bank of Scotland, Manchester England
08.2011 - 03.2015
- Provided financial advice to customers on new and existing accounts
- Executed financial transactions such as bill payments, Money transfer from credit card to personal bank accounts, Balance transfers and increasing credit card limit
- Worked with team members to achieve set targets and deliver excellent services using own judgment
- Identified customers’ needs while reviewing accounts and generated sales opportunities that meets the customer’s needs
- Educated customers on how to use the automated system, banking mobile app as well as online banking.
Education
M.Sc. Human Resource Management -
University of Southampton
01.2010
B.Sc. Geography -
University of Maiduguri
01.2006
Skills
- Customer Service & Communication
- Product Knowledge
- Security & Compliance
- Data Analysis & Accuracy
Timeline
Customer Care Analyst
Digital commerce bank
09.2020 - 06.2023
Customer Service Representative (Call Center Agent)
Trail Appliances Ltd
07.2018 - 09.2020
Mail Clerk (TD Canada Trust Bank)
Adecco Employment Agency Calgary
01.2018 - 06.2018
Customer Service Advisor
Students Travels International Nigeria
03.2016 - 10.2017
Customer Service Representative (Credit and Debit Cards)
Royal Bank of Scotland, Manchester England
08.2011 - 03.2015
Customer Service Representative (loans and Overdraft)
Royal Bank of Scotland, Manchester England
01.2011 - 12.2015
M.Sc. Human Resource Management -
University of Southampton
B.Sc. Geography -
University of Maiduguri
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