Berni Alexa
Team Member
Sherwood Park,AB
Summary
Meeting different clientele from different nationalities and backgrounds is my passion. With an overall experience in Client Support and others, I now wish to join a team/organization that allows me to utilize my knowledge further to maximize the profits of the company, increase market share and keep customers happy. Adept at Handled a wide range of communication mediums while accurately documenting customer issues and providing first-class service with every interaction. Currently looking for a new and challenging position as a Customer care executive/Coordinator where I can further develop my skills and experience.
Overview
10
10
years of professional experience
Work History
Senior customer care Executives
Lyceum Placment (Pvt)Ltd
01.2023 - 10.2023
- Handled Customer Back end process, Handled Customer Technical issues, Solved customer product-related issues, Improving productivity knowledge of customers, Handled general hotline customers, Maintained customer satisfaction, Handled New admissions and registration inquires
Senior customer care Executives
IDS Business Solutions (Pvt)Ltd
06.2022 - 01.2023
- Handled Customer Technical issues, Handled Customer Back end process Solved, customer product-related issues, Improving productivity knowledge of customers, Handled general hotline customers, Maintained customer satisfaction
Senior customer care Executives
Capital Maharaja Group (Sambole.lk)
12.2021 - 05.2022
- Handled Customer related issues, Handled Customer Back end process, Solved customer product-related issues, Improving productivity knowledge of customers, Handled general hotline customers, Maintained customer satisfaction
Customer Care Executive
Bcon Solution ( Pvt )Ltd
03.2019 - 11.2021
- Handled Customer related issues, Handled Customer Final approval process, Solved customer phones apps related issues, Improving productivity knowledge of visiting customers, Handled general hotline customers, Maintained customer satisfaction, Handled training secession
Team Leader- Government & partnership sales
Etislat Lanka ( Pvt ) Ltd
11.2017 - 03.2019
- Perform all sales activities and achieve new account target, gross new, net new, churn, revenue & Units targets allocated to the area
- To increase new accounts monthly basis
- Organized a minimum of 03 sales large campaigns per month, Preparing weekly and monthly sales plans (Funnel management), Review progress of ongoing sales of the month on week basis, Conducting training on new products with the sales tea m.(16 members ), Manage and closely monitor stock Handled process inventory management within the team, Monitor revenue and churn reports and take necessary action to increase revenue and minimize churn to Maintained a healthy subscriber base, Negotiate contract with existing government entitles and enterprise partners, Develop and Maintained the relationship with agreed partners to resign key accounts and increase the gross news, Maintained an individual gross new target of 100 connections per month, Handled core areas and a new target of 03 new accounts (core accounts ), Developed and Maintained relationships with core accounts
Call Centre Specialist
Etislat Lanka ( Pvt ) Ltd
02.2017 - 11.2017
- Handled VIP/Post Paid and Prepaid customers, Solved customer network and phone-relate issues, Increase first call resolutions, Main hotline to customer satisfaction, Handled general hotline line
Junior Sales Executive
Etislat Lanka ( Pvt ) Ltd
11.2015 - 02.2017
- Handled network-related issues, Maintained smartphone units and other android devices, Maintained customer Existing connections and improving new connections, Handled VIP customer issues, Solved customer network phone-related issues, Made inbound sales for visiting customers, Improving productivity knowledge of visiting customers
Customer Care Executive
Etislat Lanka ( Pvt ) Ltd
04.2013 - 11.2015
- Handled network-related issues, Maintained smartphone units and other android devices, Maintained customer Existing connections and improving new connections, Handled VIP customer issues, Solved customer network phone-related issues, Made inbound sales for visiting customers, Improving productivity knowledge of visiting customers
Education
Skills
- Call Center Operations
- Documentation Review
- Documentation and Reporting
- Project Management
- Call Control
- Complaint Resolution
- Scheduling
- Information Security
- Technical Support
- Microsoft Outlook
- Microsoft Excel
- Call Triaging
- Administrative Support
- Product Education
- Training Development Aptitude
- Staff Training
- Account Management
- Microsoft Office Suite
- Customer Service
- Documentation
- Problem Resolution
- Money Handling Abilities
- Customer Relationship Management (CRM)
- Live Chat Support
Career Experience
- Lyceum Placment (Pvt)Ltd, Senior customer care Executives, Assistant Manager Customer care, 01/2023, 10/2023
- IDS Business Solutions (Pvt)Ltd, Senior customer care Executives, Team Leader- Customer success, 06/2022, 01/2023
- Capital Maharaja Group (Sambole.lk), Senior customer care Executives, Assistant Manager Customer care, 12/2021, 05/2022
- Bcon Solution (Pvt)Ltd, Customer Care Executive, Head of customer care - manager, 03/2019, 11/2021
- Etislat Lanka (Pvt)Ltd, Team Leader- Government & partnership sales, National Sales Manager - Government & partnership sales, 11/2017, 03/2019
- Etislat Lanka (Pvt)Ltd, Call Center Specialist, Head of customercare - manager, 02/2017, 11/2017
- Etislat Lanka (Pvt)Ltd, Junior Sales Executive, Manager of Sales, 11/2015, 02/2017
- Etislat Lanka (Pvt)Ltd, Customer Care Executive, Head of customer care - manager, 04/2013, 11/2015
Referees
Mr. Dilan Duwe Arachchige,
Restaurant Owner
Cafe Celeste,
280-590 Baseline Road,
Sherwood Park,AB
T8H 1Y4 Canada,
+17803942377
info@cafecelestebistro.com
Mr. Rohan Halgamage
Restaurant Manager,
Cafe Celeste,
280-590 Baseline Road,
Sherwood Park,AB
T8H 1Y4 Canada,
info@cafecelestebistro.com
+15879381830
Telephone No
(587)-991-8612
Personal Information
- Age: 31 years
- Date of Birth: 03/01/92
- Marital Status: Married
Languages
English
Sinhala
Hindi
Timeline
Senior customer care Executives
Lyceum Placment (Pvt)Ltd
01.2023 - 10.2023
Senior customer care Executives
IDS Business Solutions (Pvt)Ltd
06.2022 - 01.2023
Senior customer care Executives
Capital Maharaja Group (Sambole.lk)
12.2021 - 05.2022
Customer Care Executive
Bcon Solution ( Pvt )Ltd
03.2019 - 11.2021
Team Leader- Government & partnership sales
Etislat Lanka ( Pvt ) Ltd
11.2017 - 03.2019
Call Centre Specialist
Etislat Lanka ( Pvt ) Ltd
02.2017 - 11.2017
Junior Sales Executive
Etislat Lanka ( Pvt ) Ltd
11.2015 - 02.2017
Customer Care Executive
Etislat Lanka ( Pvt ) Ltd
04.2013 - 11.2015
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