Afia Agyemang Ofori Manu
Edmonton,AB
Summary
Proven in enhancing customer satisfaction and streamlining operations, my tenure at Grainger Industrial Supply showcased my adeptness in complaint resolution and call center operations. Leveraging cloud applications and a results-driven approach, I significantly contributed to quality assurance and team collaboration, embodying both hard and soft skills vital for customer support excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Call Center Customer Service Representative
Grainger Industrial Supply
Edmonton, AB
09.2022 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Special Service Desk Associate
Home Depot
Edmonton, AB
05.2022 - 09.2022
- Contributed ideas during team meetings that led to more efficient workflows within the department''s daily operations.
- Provided top-notch customer service, resulting in increased customer loyalty and repeat business.
- Educated customers on product usage, ensuring they could fully utilize purchased items or services effectively.
- Delivered prompt assistance to fellow service desk associates, fostering a collaborative work environment.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Key Holder Leader
Bath and Body Works, Limited Brands
Edmonton, AB
08.2020 - 05.2022
- Improved customer service by projecting friendly and knowledgeable attitude.
- Maintained open lines of communication with both staff and management, fostering a team-oriented atmosphere that encouraged collaboration and mutual support.
- Evaluated competitor practices to identify potential areas for improvement within our own store operations or offerings.
- Contributed to the development of store policies and procedures by sharing insights gleaned from extensive experience in retail sales environments.
- Oversaw daily store operations while maintaining a professional demeanor under pressure and adapting quickly to changing priorities as necessary.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
Education
Associate Of Commerce And Business Administration - General Business Studies
NorQuest College
Edmonton, AB06.2021
Skills
Cloud applications
Complaint resolution
Quality assurance
Verbal and written communication
Proficient in Salesforce and SAP
Technical Support
Inbound phone calls
Customer support
Languages
English
Certification
Workplace Hazardous Materials Information System
Timeline
Call Center Customer Service Representative
Grainger Industrial Supply
09.2022 - Current
Special Service Desk Associate
Home Depot
05.2022 - 09.2022
Key Holder Leader
Bath and Body Works, Limited Brands
08.2020 - 05.2022
Associate Of Commerce And Business Administration - General Business Studies
NorQuest College