Uvietobo Sunday Idjogbe
Edmonton,AB
Summary
Customer-focused professional with a strong background in customer service, technical support, and client relationship management. Adept at resolving issues efficiently, improving customer satisfaction, and delivering high-quality service. Proficient in CRM software, conflict resolution, and multi-channel support. Recognized for strong communication skills, attention to detail, and the ability to thrive in fast-paced environments while maintaining professionalism under pressure.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Customized Accounting Services Inc.
08.2024 - 02.2025
- Managed high-volume customer inquiries, ensuring timely and effective resolution to enhance satisfaction and retention
- Resolved escalated complaints with professionalism and empathy, improving customer loyalty
- Assisted clients with account management, billing inquiries, and service modifications
- Maintained up-to-date knowledge of company policies, products, and services to provide accurate information
- Consistently met or exceeded performance metrics, including call handling time, customer satisfaction scores, and resolution rates
- Collaborated with internal teams to optimize customer support processes and identify service improvement opportunities
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Support Specialist
Custom Building Services Inc.
02.2021 - 08.2024
- Delivered exceptional customer support by handling inquiries related to claims processing, billing, and service disputes
- Investigated and resolved complex claims, collaborating with internal departments to ensure accurate settlements
- Conducted damage inspections and prepared estimates for repair and replacement
- Partnered with fraud investigation teams to identify and escalate potential fraud cases
- Assisted customers with online account navigation, ensuring a seamless user experience
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Customer Service Representative
Outsource Customer Services Ltd
08.2019 - 11.2021
- Provided multi-channel customer support via phone, email, and live chat, ensuring efficient issue resolution
- Managed customer complaints with tact and professionalism, de-escalating conflicts and improving brand reputation
- Assisted customers in navigating company websites, placing orders, and troubleshooting common issues
- Maintained detailed records of customer interactions in CRM systems, ensuring accurate documentation
- Proactively identified opportunities for process improvements to enhance service efficiency
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Bachelor of Science - Biochemistry
Ambrose Alli University
Edo State, Nigeria05.2008
Skills
- Customer Relationship Management (CRM)
- Help Desk & Technical Support
- Conflict Resolution & Problem-Solving
- Multi-Channel Communication (Phone, Email, Chat)
- ServiceNow
- Salesforce
- Microsoft Dynamics 365
- Data Analysis & Reporting
- Excel
- VLOOKUP
- Pivot Tables
- Ticketing Systems
- Jira
- Zendesk
- Slack
- Time Management
- Multitasking
- Strong Work Ethic
- Team Collaboration
- Microsoft Office Suite
- Word
- PowerPoint
- Outlook
- SharePoint
- SAP
- Microsoft Teams
Certification
- Basic Life Support (BLS), Heart and Stroke Foundation, Canada, 07/01/24
- First Aid & CPR/AED, Canadian Red Cross, 12/01/23
- Excel Basic Course, Code Academy, 2023
- Analyze Data with Microsoft Excel, Code Academy, 2023
- Data Analytics Foundations (Part 1 & 2), LinkedIn Learning
Languages
English
Full Professional
Timeline
Customer Service Representative
Customized Accounting Services Inc.
08.2024 - 02.2025
Customer Support Specialist
Custom Building Services Inc.
02.2021 - 08.2024
Customer Service Representative
Outsource Customer Services Ltd
08.2019 - 11.2021
Bachelor of Science - Biochemistry
Ambrose Alli University
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