Hi, I’m
Victoria Akinola
Escalation Support Advisor
Scarborough,ON
Summary
Experienced customer advocacy leader with over five years of expertise in B2B and B2C environments, specializing in resolving escalations, driving team performance, and enhancing customer satisfaction. Adept at analyzing complex issues, implementing process improvements, and collaborating across departments to achieve operational excellence. Skilled in problem-solving, customer-centric communication, and delivering empathetic, tailored solutions that uphold organizational values. Recognized for exceptional leadership and ability to foster strong team collaboration, reduce escalation volumes, and improve key performance indicators (KPIs) such as CSAT scores and repeat call rates. Committed to leveraging customer insights to refine processes, optimize service delivery, and ensure a seamless customer experience.
Overview
5
years of professional experience
Work History
Rogers Communication
Escalation Support Advisor
03.2023 - Current
Job overview
- Manage complex customer issues, ensuring alignment with company policies and customer satisfaction
- Act as the final escalation point, addressing issues with professionalism, empathy, and efficiency
- Analyze and resolve account discrepancies, technical issues, and service concerns
- Maintain accurate documentation of escalation cases to improve future service delivery
- Provide feedback to frontline teams and suggested process improvements to reduce escalation volume
- Collaborate with internal departments and external partners to resolve multi-faceted customer issues
- Serve as a knowledge resource for frontline agents, offering guidance and training based on escalation trends
- Ensure transparent communication with customers, providing updates and personalized resolutions
- Monitor and achieved key performance indicators (KPIs) such as CSAT scores and repeat call rates
- Use customer feedback to refine processes and contributed to continuous improvement initiatives
- Uphold company values in all interactions, maintaining a strong customer-first approach.
Walmart
Customer Experience Associate
10.2022 - 05.2024
Job overview
- Implemented strategies enhancing customer satisfaction, leading to a notable increase in in-store sales through effective upselling
- Implemented sales strategies and monitored compliance with consumer protection laws, leading to enhanced customer service practices
- Directed training new employees on compliance standards and customer service protocols, mitigating risk and improving customer engagement.
United Bank for Africa
Relationship Manager
08.2019 - 08.2022
Job overview
- Supervised the daily operation of all assigned staff including the scheduling, assigning and reviewing work
- Authorized and coordinated vacation and overtime requests, monitored and evaluated staff performance, approved salary increments, heard grievances and recommended disciplinary action when necessary
- Demonstrated a strong 3+ years track record in B2B sales, significantly enhancing the bank's customer base and revenue by identifying and capitalizing on new business opportunities through market research and strategic planning
- Successfully led my team to sell banking products and services to a wide range of audiences, including Business Owners, Board of Directors, and HR Managers, showcasing the ability to adapt sales strategies to meet the needs of diverse stakeholders
- Awarded "Best Sales and Relationship Manager" in 2019 and 2022 for outstanding sales performance and leadership, underlining a commitment to excellence and achieving business goals
- Implemented new sales initiatives and mentored new sales executives, driving team success and contributing to the bank’s position as a leader in the financial industry.
Education
Centennial College
Post Graduate Diploma from Global Business Management
April 2024
Bowen University
Bachelor of Science from Mass Communication
July 2015
Skills
- Core System Proficiency
- Problem-Solving
- Team Management
- Customer Advocate
- Process Improvement
- Escalation Management
- Communication & Collaboration
- Relationship Management
- Financial services knowledge
- Adaptability and Resilience
- Project Management
Time management
Analytical thinking
Critical thinking
Written communication
Relationship building
Strategic planning
Problem-solving
Conflict resolution
Additional Information
- Honors & Awards , Rising Star & Performance Titans - Rogers Communications Rogers Communications January, February & November 2024 Awarded for significant improvement in performance metrics and customer satisfaction.
Timeline
Escalation Support Advisor
Rogers Communication
03.2023 - Current
Customer Experience Associate
Walmart
10.2022 - 05.2024
Relationship Manager
United Bank for Africa
08.2019 - 08.2022
Centennial College
Post Graduate Diploma from Global Business Management
Bowen University
Bachelor of Science from Mass Communication
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