YEZYRAT OLAYIDE
Calgary
Summary
Experienced professional providing exceptional service and support to employees. Skilled in handling complex employee inquiries and efficiently resolving issues, fostering a positive work environment. Strong focus on team collaboration and achieving results, adaptable to changing needs. Driven by a desire to make a meaningful impact through clear communication, problem-solving, and a relentless focus on enhancing the employee experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Contract Employee Services Representative
Alberta Health Services
09.2023 - Current
- Developed an extensive understanding of Alberta health services policies, procedures, compensation regulations, collective agreements, benefit contracts and diverse technological systems
- Gaining valuable insights into supporting over 100,000 employees, helping them navigate employee-related concerns
- Gained the skills required to meet and exceed metric-based daily performance goals
- Acquired knowledge and expertise in providing accurate information and resources on various HR topics through analysis, investigation, and problem-solving
- Independently and collaboratively executed all tasks, relying on a dynamic knowledge base encompassing constantly evolving policies, programs, procedures, and guidelines
- Acquired invaluable organizational knowledge of payroll administration, human resources, pension, benefits, leave of absence, and recruitment processes and systems
- Provided professional advice and escalated issues to the appropriate team when necessary, ensuring timely resolution and adherence to AHS guidelines and benefit contracts
- Expertly managed employee inquiries through the chat platform, ensuring timely and accurate responses to a high volume of questions while maintaining quality standards
- Trained colleagues effectively using chat systems to handle employee inquiries and enhance communication within the team
- Provide chat monitor support, assisting team members with complex HR inquiries and guiding them to accurate information
Remote Sales Service Agent
WestJet
01.2021 - 08.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Provided superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Adherence to Schedule: Maintained schedule adherence of 95%
Cashier and Sales Associate
Hudson Bay Company Canada
08.2021 - 12.2021
- Built relationships with customers to encourage repeat business
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions which resulted in 10% increase in sales
- Trained and supervised new employees to use selling strategies and apply best practices
- Customer Satisfaction (CSAT): Achieved a CSAT score of 90% or higher through effective communication, problem-solving, and service delivery
Remote Volunteer receptionist
CLARC Assessment
07.2021 - 09.2021
- Confirmed appointments, communicated with clients regarding concerns, and updated client records
- Used strong interpersonal communication skills to convey information to others
- Managed over 70 customer calls per day
- Resolved problems, improved operations, and provided exceptional service
Volunteer Walk-In Closet Program Assistant
Youth Inclusive Program Calgary, Making Changes Association
05.2017 - 01.2018
- Reviewed files, records, and other documents to obtain information to respond to requests
- Informed and supported business leaders through consistent communication and administrative support duties
- Recommended items that meet specific needs of clients
Education
Bachelor of Arts - Economics, Management and Society
University of Calgary
Calgary, ABSkills
- MS Excel
- MS Word
- MS PowerPoint
- SharePoint
- Canva
- Power Bi
- Minitab
- Stata
- Chat-based employee support system
- Sabre ticketing system
- Oracle
- Service now
- Google Suites
- Training
- Conflict & Dispute Resolution
Certification
- Human Resource Management Certificate, Mount Royal University, ongoing
- Salesforce and CRM overview Training, Coursera, 04/09/23, https://www.coursera.org/account/accomplishments/verify/42PY328DY9CJ
Timeline
Contract Employee Services Representative
Alberta Health Services
09.2023 - Current
Cashier and Sales Associate
Hudson Bay Company Canada
08.2021 - 12.2021
Remote Volunteer receptionist
CLARC Assessment
07.2021 - 09.2021
Remote Sales Service Agent
WestJet
01.2021 - 08.2023
Volunteer Walk-In Closet Program Assistant
Youth Inclusive Program Calgary, Making Changes Association
05.2017 - 01.2018
- Human Resource Management Certificate, Mount Royal University, ongoing
- Salesforce and CRM overview Training, Coursera, 04/09/23, https://www.coursera.org/account/accomplishments/verify/42PY328DY9CJ
Bachelor of Arts - Economics, Management and Society
University of Calgary
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