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@thomasakagbosu
Customer service professional with strong technical support skills.
I am a dedicated customer service professional with a strong background in technical support and retail. My experience includes working as a Cashier at FreshCo, where I quickly mastered the POS system and earned praise for my customer service excellence. I am committed to delivering friendly and efficient service, and I have been recognized for my ability to de-escalate customer concerns with empathy and professionalism.
Previously, I served as a Customer Service Representative at Shoppers Drug Mart, where I developed strong relationships with customers and contributed to a 5% improvement in inventory accuracy. My role as a Technical Support Specialist at BackPocket allowed me to diagnose and resolve technical issues effectively, achieving a 95% first-call resolution rate. I am passionate about continuous improvement and have a proven track record of enhancing customer satisfaction through effective problem-solving and collaboration.
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Work history, roles, and key accomplishments
FreshCo
Mar 2025 - Present (8 months)
Quickly mastered the POS system and store procedures, earning praise for rapid onboarding and minimal errors. Consistently delivered friendly and efficient customer service, de-escalating concerns with empathy. Maintained high transaction accuracy and adhered to company policies for cash handling and loss prevention.
Shoppers Drug Mart
Apr 2023 - Apr 2025 (2 years)
Developed strong customer rapport and promoted loyalty programs, increasing customer satisfaction and program registrations. Assisted in stock replenishment and organization, improving inventory accuracy by 5%. Handled customer complaints professionally, resolving issues promptly, and mentored new staff on best practices.
BackPocket
Jan 2020 - Nov 2021 (1 year 10 months)
Diagnosed and resolved software and hardware issues, achieving a 95% first-call resolution rate. Identified recurring technical issues and proposed solutions, reducing support tickets by 30% over six months. Maintained detailed records, collaborated with product development, and created user guides for customer education.
The Food Centre, Carleton University
Oct 2020 - Apr 2021 (6 months)
Coordinated with local businesses, community partners, and volunteers to secure food donations and organize fundraising events. Assisted in planning and executing outreach initiatives, managing logistics and volunteer coordination. Maintained accurate records of inventory, donations, and student interactions using database systems.
Degrees, certifications, and relevant coursework
Entrepreneurial Fellowship, Entrepreneurship
Venture for Canada is a national charity that fosters entrepreneurial skills and mindset in young Canadians. Through this competitive program, participants develop the entrepreneurial network, knowledge, and skills to have more impactful careers.
Bachelor of Science, Science
Software and tools used professionally
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