@silverlynokonkwo
Customer support specialist at easyfinancial (goeasy), resolving complex accounts and mentoring teammates on policy-compliant solutions.
CanadaAt easyfinancial (goeasy), I resolve complex account situations and handle 60+ inbound and outbound calls daily. I also mentor newer team members in de-escalation, documentation, and policy-compliant solutions.
At The Elmwood Group Limited, I analyzed 300+ customer accounts to prioritize outreach and recommend next steps. Earlier, I resolved 40+ daily technical support contacts at Concentrix while sustaining 90%+ customer satisfaction.
Work history, roles, and key accomplishments
goeasy
Nov 2024 - Present (2 years)
Resolve complex account situations with policy-compliant solutions, handling 60+ calls daily and maintaining 95%+ documentation accuracy. Mentor newer team members on de-escalation and documentation.
The Elmwood Group Limited
May 2023 - Oct 2024 (1 year 5 months)
Analyzed a portfolio of 300+ customer accounts to prioritize proactive outreach and recommend next steps. Partnered with Collection Advisors on payment strategies and delivered insights that guided team follow-up.
Canadian Tire
Dec 2022 - Apr 2023 (4 months)
Assisted customers in urgent roadside situations, coordinating with vendors on practical solutions. Managed 5+ active cases at a time, keeping each customer informed and supported to resolution.
Resolved 40+ technical support contacts daily through step-by-step troubleshooting, sustaining 90%+ CSAT. Maintained accurate service records and followed established support processes for reliable, consistent issue handling.
Sitel Group
Aug 2020 - Feb 2021 (6 months)
Handled 50+ daily calls on billing and payment difficulties, building rapport and negotiating next steps. Updated account records promptly and provided accurate product and service information.
Degrees, certifications, and relevant coursework
International Business Management, International Business Management
Grade: Honours Standing
Completed International Business Management program with honours standing.
Coursework, Business Administration
2018 - 2019
Completed coursework in Business Administration.
Bachelor of Education, French
2013 - 2016
Bachelor of Education in French from Obafemi Awolowo University from 2013 to 2016.
Software and tools used professionally
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