OPEYEMI Sholabi
Ottawa,Ontario
Summary
Dedicated and empathetic customer service professional with 4+ years of experience delivering exceptional support via phone, email, and chat. Expertise in technical support, resolving complex software and hardware issues for clients. Skilled in troubleshooting, conflict resolution, and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
RSB Consulting Inc
Montreal, QC
02.2024 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
IT Specialist
Aramco Trading Company
Alberta
11.2021 - 12.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Designed comprehensive IT policies to ensure compliance with industry regulations and best practices.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured and tested new software and hardware.
Contact Center Representative
Leadwaytrans
Alberta
09.2020 - 11.2021
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Bachelor Of Science - Accounting
Oduduwa University
Nigeria10.2019
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Customer satisfaction measurement
- Appointment Scheduling
- Administrative Support
- Data Collection
- Live chat support
- Product and service solutions
- Multi-line phone talent
- Service standard compliance
Timeline
Customer Service Representative
RSB Consulting Inc
02.2024 - Current
IT Specialist
Aramco Trading Company
11.2021 - 12.2023
Contact Center Representative
Leadwaytrans
09.2020 - 11.2021
Bachelor Of Science - Accounting
Oduduwa University