Laurel Idia

Technical Support Specialist @Sutherland

CA

Serve as the first point of contact for clients, providing solutions, guidance, and support while ensuring a positive and respectful interaction experience.Resolve complex inquiries by listening actively, assessing needs, and applying policies and procedures to deliver fair, consistent outcomes.De-escalate challenging situations with empathy and professionalism, maintaining trust and safeguarding relationships.Document cases and feedback to support process improvements and strengthen service delivery standards.Collaborate with team members to share knowledge, streamline workflows, and improve response efficiency.Manage high volumes of requests in a fast-paced environment while upholding accuracy, confidentiality, and service quality.

York University

Certificate, People Analytics

Red Deer Polytechnic

Post Baccalaureate Certificate, Human Resources Management and Services

Obafemi Awolowo University

Bachelor of Science - BS, Economics

University of Lagos

Master of Science - MS, Human Resources Management and Services