Summary
Overview
Work History
Education
Skills
Certification
Languages
TECHNICAL SKILLS
CAREER HIGHLIGHTS
Timeline
Generic

Uka Anadu

Toronto,ON

Summary

Strategic and results-driven Human Resources Specialist with over 10 years of combined experience in HR operations, client service, employee support, and case resolution across diverse, high-volume environments. Skilled at being the first point of contact for employees, triaging complex HR inquiries, and advising on policy, benefits, and onboarding across unionized and non-unionized settings. Demonstrated ability to collaborate cross-functionally, manage sensitive information, and deliver inclusive, timely service to clients from multicultural and international backgrounds. Proficient in SAP, SuccessFactors, and CRM platforms with a commitment to excellence, integrity, and continuous improvement.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Service Specialist

CBV Collections Ltd
Toronto, Ontario
06.2024 - Current
  • Manage ~100 daily account inquiries; maintain detailed records in Salesforce and internal HR systems.
  • Navigate complex client concerns using structured triage methods to implement personalized solutions.
  • Collaborate with internal units to investigate escalations, mirroring HR case management protocols.
  • Supported onboarding and financial resolution processes with transparency and regulatory compliance.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Assisted customers with account maintenance such as resetting passwords and updating contact information.
  • Followed up with customers after transactions to ensure satisfaction levels were met.
  • Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
  • Responded to customer emails with accurate product and service information.

Customer Experience Specialist

Symple Loans
Toronto, Ontario
07.2022 - 05.2024
  • Provided multi-channel support to 60+ clients daily and resolved queries around services and onboarding.
  • Led client education on digital self-service platforms, boosting user independence.
  • Handled ~60 inbound calls daily; provided support for digital onboarding, client profile updates, and benefits queries.
  • Maintained records of all interactions with customers in a database system.
  • Coached clients on using self-service platforms; flagged knowledge gaps and recommended updates.
  • Tested new portal features and shared usability feedback, paralleling HR system enhancement support.
  • Created internal documentation to guide consistent issue resolution practices.
  • Assessed customer needs and provided appropriate solutions.
  • Participated in workshops and seminars to stay updated on customer service trends and technologies.

Senior Client Service Representative

Worldsource Financial Management
Markham, Ontario
02.2019 - 06.2022
  • Triaged inquiries from 300+ investor accounts monthly; provided accurate guidance across departments.
  • Managed shared mailboxes, tracked escalations, and contributed to the development of knowledge resources.
  • Partnered with advisors to deliver procedural clarity and reinforce compliance with financial and HR guidelines.
  • Led onboarding for new team members, ensuring a smooth transition and process consistency.
  • Analyzed data from various sources to identify trends in customer service requests.
  • Developed training materials for new employees on customer service policies and procedures.
  • Managed escalated customer complaints and resolved complex problems quickly.
  • Delivered high level of service to clients and stakeholders to both maintain and extend relationships for future business opportunities.

HR Administrator

National Social Insurance Trust Fund
Lekki, Lagos
09.2013 - 01.2019
  • Acted as HR point-of-contact for over 200 employees; supported benefits, payroll, leave, and onboarding.
  • Advised supervisors and employees on disciplinary and grievance procedures within policy frameworks.
  • Helped deliver employee wellness initiatives and internal HR communications.
  • Maintained audit-ready personnel records and assisted in recruitment drives across multiple departments.
  • Analyzed data from employee surveys to identify areas of improvement within the organization.
  • Collaborated with department heads to ensure that staffing needs are met.
  • Handled employee grievances or complaints in accordance with company policies and procedures.
  • Organized onboarding activities for new hires, including orientations, paperwork, and introductions.

HR Assistant

ZTE Corporation – Lagos, Nigeria
Maitama, Abuja
07.2011 - 08.2013
  • Provided first-level support for HR inquiries; maintained employee records in Remita and SAP HRIS systems.
  • Scheduled interviews, coordinated onboarding logistics, and facilitated training support.
  • Maintained confidentiality and data integrity across multicultural team operations.
  • Guided employees through automated self-service platform for real-time attendance tracking and queries.
  • Assisted with planning, organizing and coordinating company events.
  • Organized and attended hiring events and participated in job fairs to network with potential candidates.
  • Posted job announcements and pre-screened applicants to candidates for available positions.
  • Updated HR databases with employee changes in position, salary, and personal information.
  • Compiled and prepared reports and documents pertaining to personnel activities.

Education

Master of Science - Human Resources Management

University of Birmingham
Birmingham, UK
09-2010

Bachelor of Science -

Covenant University
Nigeria

Skills

  • HR operations
  • Employee support
  • Data entry and reporting
  • Recruitment and onboarding support
  • SLA Compliance
  • Knowledge base
  • Call resolution
  • Effective communication
  • Training development
  • Service center experience
  • CRM and case documentation
  • Cross-functional collaboration
  • Client service
  • Process improvement
  • Case escalation
  • Adaptability and flexibility
  • Issue triage

Certification

  • Professional Scrum Master I (Scrum.org)
  • Google IT Support (NPower Canada)
  • Onboarding Best Practices (Udemy)

Languages

English
Full Professional

TECHNICAL SKILLS

HRIS: Work Day, SAP Success Factors.
CRM/Support Tools: Salesforce, Zendesk, Genesys, Maestro
Collaboration Tools: MS Office Suite, MS Teams, SharePoint, Confluence, JIRA

CAREER HIGHLIGHTS

  • Delivered frontline support for over 300 employee and client accounts monthly across HR, Telecom and Financial services
  • Triaged over 60 daily service inquiries, consistently exceeding SLA targets for resolution and satisfaction.
  • Collaborated across departments to support the rollout of HR programs, policy updates, and internal system enhancements.
  • Served clients in Africa, the United Kingdom and Canada, consistently demonstrating cultural sensitivity and global service awareness.
  • Achieved a 93% issue resolution rate on first contact by actively listening, probing client needs, and advising on appropriate HR and approved company protocols.

Timeline

Customer Service Specialist

CBV Collections Ltd
06.2024 - Current

Customer Experience Specialist

Symple Loans
07.2022 - 05.2024

Senior Client Service Representative

Worldsource Financial Management
02.2019 - 06.2022

HR Administrator

National Social Insurance Trust Fund
09.2013 - 01.2019

HR Assistant

ZTE Corporation – Lagos, Nigeria
07.2011 - 08.2013

Master of Science - Human Resources Management

University of Birmingham

Bachelor of Science -

Covenant University

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Uka Anadu