Laura Opoku

Customer Contact Center Representative @Region of Peel

Brampton, ON, CA

Maintained 98.1% Quality Score Rating and 97% customer helpfulness rating, consistently exceeding service excellence benchmarks. • Handled high-volume inbound calls, emails, and chats, addressing and resolving diverse customer needs with accuracy and empathy. • Supported team development by job shadowing over 30+ colleagues (new hires and tenured staff) and creating resources to ensure accuracy in case and service request creation. • Collaborated with Business Analysts and management to enhance service delivery and improve knowledge articles. • Partnered on cross-team projects, including the newsletter and website redesign ahead of the Pathways+ relaunch. • Known as a goal-oriented self-starter, consistently meeting performance targets with less than 1% error rate per almost calls monthly.

University of Guelph

Bachelor of Arts (B.A.), Criminal Justice and Public Policy- History