Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

ANUERINE AGAIBO MUSAGA

Stouffville,ON

Summary

Experienced Customer Service Supervisor bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

5
5
years of professional experience

Work History

Customer Service Supervisor

Scotiabank
09.2022 - 07.2023
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created, prepared, and delivered reports to various departments.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Created customer support strategies to increase customer retention.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Implemented feedback system for customers to provide comments and suggestions to improve service.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Interceded between employees during arguments and diffused tense situations.
  • Kept high average of performance evaluations.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Monitored front areas so that questions could be promptly addressed.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Completed bi-weekly payroll for [Number] employees.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.

Customer Service Representative

Toyota Financial Services
01.2018 - 05.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and backed up other customer service managers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded proactively and positively to rapid change.
  • Developed and updated databases to handle customer data.

Education

MBA - International Business Management

SHONDONG UNIVERSITY OF ECONOMY AND FINANCE
CHINA
11.2019

Skills

  • Interdepartmental Collaboration
  • Electronic Files Maintenance
  • Customer Service
  • Investigation Leadership
  • Training
  • Customer Relations
  • Goal Attainment
  • QA
  • Administration and Operations
  • Staff Training
  • Schedule Coordination
  • Behavior Identification
  • Making Announcements
  • Evaluate Performance
  • Customer Relationship Management
  • Account Management
  • Microsoft Office
  • Sales Proficiency
  • Data Analysis and Modeling
  • Database Maintenance
  • Employee Scheduling
  • Supervising Employees
  • Satisfaction Surveys
  • Training Programs
  • New Hire Training

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 8 staff members.
  • Resolved product issue through consumer testing.

Timeline

Customer Service Supervisor

Scotiabank
09.2022 - 07.2023

Customer Service Representative

Toyota Financial Services
01.2018 - 05.2022

MBA - International Business Management

SHONDONG UNIVERSITY OF ECONOMY AND FINANCE

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ANUERINE AGAIBO MUSAGA