Paschal Ezenwa, Project Management | Business Analysis | Customer Service | Data Entry

About

Highly competent and performance-driven administrative professional with 5 years of hands-on experience in operation | Project Management | customer service | administrative management | data entry (procedures, scheduling, information flow). Successfully managed an entire business administrative operation, put in place efficient operation | quality control procedures and maintained positive relationships amongst all clients/customers for business retention.

Experience

Canadian Imperial Bank of Commerce (CIBC)

Nov 2019 – Nov 2020

Toronto, Canada

Senior Business Support Officer

• Processed and fulfilled retail and non-credit customer requests made through Electronic Banking Channel (opening accounts, changes to investments) accurately and efficiently ensuring adherence to outlined practices, procedures, and policies to meet Service Level Agreements • Reviewed and identified all incorrect, invalid, or incomplete customer requests for escalating to the appropriate area for resolution • Identified and escalated in a timely manner unresolved issues or situations to Team Leader for further analysis and appropriate handling • Provided complete and accurate statistics and reports as required (e.g., work and timesheets, statistic gathering, investigative reports) for review by Team Leader • Collected measurement information for job function following procedures and guidelines (e.g., volume and time) to complete internal tracking document • Kept abreast of all relevant CIBC products and services by consistently updating products, procedural and technological knowledge, and all upgrades within the area of responsibilities • Prioritized and organized workload to ensure deadlines are met and diarized items are processed according to policies and procedures • Trained new incumbents and/or temporary staff on procedures and guidelines to ensure transfer of knowledge and consistency in the process • Cross-trained in other positions to assist/provide support to other team members/area(s) of equal value in peak times or on a temporary basis to meet or exceed Service Level Agreements • Identified opportunities for improving control processes and procedural adherence and recommend changes to exist processes and procedures to support continuous improvement, cost containment and client satisfaction • Performed User Acceptance Testing (UAT) on new processes before deployment to the production environment to validate the business requirement.

Teleperformance Canada Inc

Aug 2019 – Nov 2019

Toronto, Canada

Operations Associate

• Provide operation | customer support, resolve issues and escalate any situation that may jeopardize scheduled timely delivery for total client-customer satisfaction and business retention • Monitor operation & execution of client’s projects using internal software board from inception to completion; track process of resolution activities including live status to completion. • Communicate with carriers (drivers/dispatchers) to ensure smooth delivery, resolve any challenge that may occur during the process and provide the support needed throughout the delivery process • Data Entry: Constant update on freight load board for freight progress and report on situation analysis

Canada Transcription Services Inc.

Jun 2019 – Aug 2019

Toronto, Canada

Customer Service Representative

• Manage pool of clients and serve clients according to their needs • Attend to all business-related enquires (email, call and walk-in), resolve client’s complaints and recommend the best service solution for retention • Data Entry: Constantly update the client’s account and database with the use of excel • Monitor closely execution of the client’s project to ensure swift delivery and follow-up on account receivables • Performs other related duties and assignments as required and as assigned by supervisor or manager

Education

Humber College

Aug 2019 – Nov 2019

Supply Chain Certificate, Supply Chain

United States International University

Jan 2011 – Aug 2014

Bachelor of Science, Information Systems and Technology

Paschal Ezenwa

Project Management | Business Analysis | Customer Service | Data Entry

Skills

Languages