Amandine Sophie Nguefack Kemvouk
Grand Prairie,AB
Summary
.Dynamic Bilingual Customer Service Representative with 8 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in French and English . Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices. Knowledgeable and dedicated customer service professional with Solid team player skills, very outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Service Representative
Ennis Fabrics
06.2019 - Current
- Developed training plans for new and experienced team members which includes order entry processes, policies and procedures to enhance clients experience
- Provided actionable feedback to team members and senior management on sales challenges.
- Identified key performance indicators used to track customer’s satisfaction for our services in attaining company’s ultimate objective
- Coached team members on building positive rapport to deal with customer problems and complaints in a timely and professional manner
- Monitored calls and provided feedback to team members on call management, suitable quality standards and accuracy in addressing clients complaints and requests
Bilingual customer service/ order desk clerk
Acklands Grainger
Edmonton Alberta, AB
09.2017 - 06.2019
- Demonstrated mastery in navigating operating systems in order to provide accurate and timely customer solutions
- Proactively resolved issues concerning shipment tracking, order entry and return of items
- Manage and liaised with premium business partners to ensure the proper entry and delivery of their products
- Exercised attention to details by updating financial and sensitive client information into SAP database
- Handled rejected orders especially from government accounts as well as from private companies
Account Maintenance
Ford Credit Canada
04.2017 - 07.2017
- Planned and Kept track of outstanding accounts to identify outstanding payments
- Negotiated payment deadlines and established a payment plan for customers
- Located and contacted debtors to establish and make payment arrangements
- Handled difficult clients, listen attentively to their complaints and resolve their concerns
- Conducted frequent review and update of client accounts in company’s database
Customer service Representative
Mobile Telecommunication Network
, Cameroon
05.2014 - 06.2016
- Answered incoming customer calls regarding billing issues, product problems, service questions and other account related questions
- Maintained a high level of professionalism while communication with clients on a daily basis
- Updated customer information in the customer service database during and after each call
- Coordinated regularly with the management team to provide them with product updates as well changes to the company’s policies
- Influenced the company’s bottom line by resolving clients concerns and frustration with some of our services delivery
Sales Representative
Diageo PLC
London, Cameroon
10.2010 - 01.2014
- Established new accounts by planning and organizing daily work calls to potential sales outlets and other trade factors
- Adjusted content of sales presentations by studying the type of sales outlet or trade factor
- Studied existing and potential volume of dealers to identify trends in sales
- Submitted orders by referring to price lists and product literature
- Informed senior management by submitting daily call reports, weekly work plans, as well as monthly and annual territory analyses to assist them with an evident decision making
Education
Bachelor of Science - Bachelor of Law
Bachelor of Laws - LL. B (Hons) Univerity of Yaou
University Of Yaounde Soa 2010
B.A (Hons) - English Language, Linguistics
University of Buea
Cameroon 2007
Skills
- Teambuilding
- Decision-Making
- Flexible and Adaptable
- Active Listening
- Multitasking Abilities
- Good Telephone Etiquette
- Excellent Communication
- Problem-Solving
Accomplishments
- Created SOP's that have been created by my team.
- Coached team on best practices as far as customer satisfaction is concerned.
- Been back-up for any business needs for my department.
Timeline
Bilingual Customer Service Representative
Ennis Fabrics
06.2019 - Current
Bilingual customer service/ order desk clerk
Acklands Grainger
09.2017 - 06.2019
Account Maintenance
Ford Credit Canada
04.2017 - 07.2017
Customer service Representative
Mobile Telecommunication Network
05.2014 - 06.2016
Sales Representative
Diageo PLC
10.2010 - 01.2014
Bachelor of Science - Bachelor of Law
Bachelor of Laws - LL. B (Hons) Univerity of Yaou
B.A (Hons) - English Language, Linguistics
University of Buea
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