Valentine Ogoke

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Teaching assistant

McMaster University,

Sep 2024 - Apr 2025 (8 months)

• Delivered remote and in-person academic support to over 60 undergraduate students exploring global governance, public communication, and social responsibility. • Guided students through complex interdisciplinary topics, simplifying content and creating frameworks to improve understanding , mirroring how Customer Success Managers educate clients on technical systems. • Facilitated weekly discussions, Q&A sessions, and asynchronous communication via Avenue2Learn (Brightspace LMS), Zoom, and email ensuring timely and accessible support. • Used digital tools (Excel, LMS analytics, discussion boards) to monitor engagement, identify student pain points, and refine support strategies • Collaborated with faculty to align student feedback wit

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Ambassador

McMaster University BSSC (Black Student Success Center)

Jan 2024 - Jan 2025 (1 year 1 month)

• Represented the university at student fairs. Conducted department tours during campus open house. • Provided insight to life at McMaster University to prospective black students and their families.

Customer Service Representative (Remote)

Alberta Blue Cross

Jan 2023 - Jun 2024 (1 year 6 months)

• Provided high-volume, remote support to individuals and families using Alberta Blue Cross personal health, dental, travel, and life insurance plans responding to inquiries via phone, email, and chat with professionalism and clarity. • Guided customers through digital self-service tools and the online member portal, assisting with login issues, claims tracking, benefit navigation, and plan selection. • Educated clients on complex plan components including coverage limits, premium changes, policy renewals, and dependent eligibility simplifying technical details to boost user understanding and satisfaction. • Addressed escalated issues related to denied claims, out-of-province travel, and service provider conflicts, working cross-functio

Customer Experience Specialist/KYC Analyst

Neo Financial

Jan 2022 - Aug 2022 (8 months)

• Delivered personalized support for users of Neo's digital banking products, including credit, savings, and rewards platforms , resolving service issues via chat, phone, and email under strict SLAs. • Onboarded new customers and walked them through app navigation, account setup, and digital banking features increasing activation and early-stage retention. • Acted as a first-level KYC Analyst, reviewing identity documents, validating account information, and flagging inconsistencies in alignment with regulatory standards (KYC, AML). • Investigated high-risk account behaviors and escalated potential fraud or compliance issues to internal risk and compliance teams for further review. • Triaged technical bugs and user experience issues, c

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Guest Services Team Lead

Ramada Plaza by

Jan 2020 - Jun 2024 (4 years 6 months)

• Oversaw front-desk operations in a 200+ room downtown hotel serving business, government, and international guests, delivering seamless guest experiences in a high volume, 24/7 service environment. • Acted as the primary point of contact for escalated guest issues, delivering empathetic, solutions-focused support and coordinating rapid resolution across departments (housekeeping, maintenance, and third-party service vendors). • Trained and mentored new front-desk staff, implementing SOPs and service standards to improve consistency and customer satisfaction. • Managed digital booking systems, payment processing, and guest records with high attention to accuracy and data confidentiality. • Led the integration of new administrative pro

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Special Services Associate

Home Depot,

Apr 2015 - Dec 2019 (4 years 9 months)

• Served as the primary point of contact for customers with complex or large-scale orders, managing product selection, special requests, installation coordination, and follow-through, mirroring end-to-end client lifecycle support in a CSM role. • Handled high-volume customer inquiries related to order tracking, delivery updates, returns, and escalations, resolving issues with professionalism and a solutions-first approach. • Coordinated with internal teams, third-party vendors, and service installers to ensure seamless fulfilment and delivery , demonstrating cross-functional collaboration and vendor relationship management. • Assisted customers in identifying their needs, recommending suitable products or services, and guiding them thro

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