Ote Beautie
@otebeautie
Customer experience and client relations professional with 8+ years delivering high-volume, multi-channel support and conversion growth.
CanadaWhat I'm looking for
I’m a customer experience & client relations professional with 8+ years of customer support experience across remote contact centre, fintech, and retail environments. I turn difficult situations into positive outcomes while consistently meeting first-contact resolution and quality targets.
At Carters, I handled 80 to 100 customer contacts per day across phone, email, and live chat, maintaining post-call satisfaction scores above 85% and supporting a team first-contact resolution rate of about 78%. I also reduced average ticket resolution time from 3 days to under 24 hours by coordinating directly with fulfilment and logistics teams on shipping and order issues.
At Afriex, I supported digital money transfer users and used ticket pattern analysis to identify onboarding friction points, implementing improvements that reduced repeat support contacts by an estimated 25% within 60 days. I also supported diaspora-targeted campaigns that delivered a 40% lift in app sign-up conversions, and I bring comfort working independently in fully remote setups and across cross-functional teams.
Experience
Work history, roles, and key accomplishments
Universal Call Centre Agent
Carters
Jan 2025 - Present (1 year 5 months)
Handled 80–100 inbound customer contacts per day across phone, email, and live chat, maintaining average handle time under the team target of 7 minutes. Achieved post-call satisfaction scores above 85% and supported ~78% first-contact resolution through accurate Salesforce case logging and coordinated resolution with fulfilment and logistics.
Community Marketing Associate
Afriex
Jan 2023 - Jan 2024 (1 year)
Supported fintech customers with app navigation, failed transactions, account verification, and transfer tracking while contributing to onboarding content and campaigns. Reduced ticket backlog by 30% (3 months) by improving response templates and triage workflows, and helped drive a 40% lift in app sign-up conversions during diaspora-targeted outreach.
Customer Service Associate
Hudson's Bay
Jan 2023 - Jan 2023 (0 months)
Delivered in-store customer service for a high-traffic retail floor, processing 60–75 daily transactions covering returns, exchanges, and account-related requests with strong accuracy during peak periods. Resolved most escalated complaints on the floor using policy knowledge and active listening, and supported seasonal merchandising that increased foot traffic by 15% to featured product areas.
Sales & Customer Service Representative
Nike Store
Jan 2018 - Jan 2022 (4 years)
Provided floor-based sales and customer service in a high-traffic retail environment averaging 400+ daily visits while meeting sales targets over a 5-year tenure. Maintained a personal floor conversion rate averaging 65%, trained three new team members on customer service standards and POS systems, and managed returns and product complaints in line with store policy to support customer satisfactio
Education
Degrees, certifications, and relevant coursework
University of Toronto
Master of Science (MSc), Digital Business and Management
Pursuing an MSc in Digital Business and Management at the University of Toronto. The program is currently in progress.
Toronto School of Management
Diploma, Digital Marketing
Completed a Digital Marketing Specialist (Diploma) program at the Toronto School of Management.
University of Agriculture, Makurdi
Bachelor of Science (BSc), Business Management
Earned a BSc in Business Management from the University of Agriculture, Makurdi.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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