YETUNDE JIMOH
Customer Care Specialist
Fredericton,NB
Summary
Knowledgeable and dedicated customer care specialist with extensive experience in administration and providing business solutions. Respectful, punctual and productive professional when working with little or no supervision. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced work environment.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Customer Care Specialist
CIBC
Fredericton, NB
10.2019 - Current
- Demonstrate operational knowledge of Microsoft Office programs such as Excel, PowerPoint and Outlook.
- Building deep client relationship by quickly resolving issues, identifying financial opportunities, and providing personalized credit card solutions according to bank policies and procedures.
- Effectively use variety of computer programs like TSYS TS2, AS400, Microsoft Office to investigate and resolve customer inquiries, complaints and quickly access customer details and databases.
- Preserve revenue streams by utilizing strong communication and negotiation skills, offering solutions geared towards maintaining customer satisfaction.
- Working in a fast-paced environment and deepen client relationships, quickly resolve issues and identify opportunities to match clients with the right products and solutions that will enable their financial success.
- Verify accuracy of customer account information and updated when necessary according to AML regulations.
- Help about 60 customers every day with positive attitude and focus on customer satisfaction.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provide information to customers regarding CIBC's credit card and loyalty program and helps to open and activate new accounts.
- Resolve concerns with products or services to help with retention and drive sales.
- Assists customers with setting appointments, shipping and special-order requests, and arranging bank card pick-up at other bank locations.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Administrative Assistant
Kwara State Government
Ilorin, Nigeria
11.2016 - 10.2018
- Coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation for senior government officials.
- Prepared and mailed invoices to contractors, processed payments and documented account updates.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Evaluated current government processes to develop improvement plans.
- Verified accuracy of accounts payable payments, resulting 65% reduction in payment errors and check reissues.
- Generated accounts payable reports for management review to aid in financial and business decision making.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
- Managed office inventory by restocking supplies, placing purchase orders to maintain adequate stock levels and supported logistics for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance.
- Executed record filing system to improve document organization and management.
- Paid vendors by monitoring discount opportunities and paid employees by receiving and verifying expense reports.
Front Office Supervisor
Crystal House Hotel
Ilorin, Kwara State
01.2014 - 09.2016
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Coordinated timely responses to online customer communication and researched complex issues.
- Managed supplier deliveries around client needs to increase client retention.
- Resolved problems, improved operations and provided exceptional service in a timely manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to management.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
Administrative Intern
University of Ilorin, Kwara
Ilorin, Nigeria
01.2012 - 10.2013
- Greeted incoming visitors and students professionally and provided friendly, knowledgeable assistance.
- Provided administrative services, including phone and email correspondence, making copies and handling incoming and outgoing mail and faxes for lecturers and faculty members.
- Supported faculty members by assisting with budgets, scheduling staff appointments and organizing itinerary.
- Answered incoming phone calls pleasantly directed calls to appropriate personnel.
- Managed filing system, entered data and completed other clerical tasks
- Composed and proofread memos, letters and reports to verify error-free communication
- Entered data for lecturers daily and updated students accounts with accuracy.
- Sorted mail and dispersed to correct departments and employees.
- Sorted, opened and routed mail and deliveries to meet university requirements.
Education
Bachelor of Science - Zoology
University of Ilorin
Kwrara State, Nigeria 09.2009 - 05.2014
Skills
Strong Analytical and Problem-Solving SkillsStrong Organizational SkillsConflict ResolutionRecordkeeping and File ManagementWork Planning and PrioritizationAttention to Detail
First Call resolution
AS400 Software Proficiency
Interpersonal Communication
Teamwork and Collaboration
Customer Relationship Management
Timeline
Customer Care Specialist
CIBC
10.2019 - Current
Administrative Assistant
Kwara State Government
11.2016 - 10.2018
Front Office Supervisor
Crystal House Hotel
01.2014 - 09.2016
Administrative Intern
University of Ilorin, Kwara
01.2012 - 10.2013
Bachelor of Science - Zoology
University of Ilorin
09.2009 - 05.2014