Ariella Sota
Gatineau,Quebec
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Call Agent IT Support
Hôpital Montfort
01.2020 - 06.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions related to apps built by IT professionals
Call Center Representative
MSI Corp
04.2019 - 08.2019
- Responded to customer calls to answer questions about products and services.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Reduced call resolution time through efficient problem-solving and communication skills.
Outbound Customer Service Representative
Imarketing Advertising
03.2016 - 05.2016
- Achieved fundraising goals by effectively presenting the organization''s mission and impact during telephone conversations.
- Navigated sensitive situations with empathy, offering alternative solutions or referring callers to appropriate resources when necessary.
- Adapted quickly to new scripts and fundraising campaigns, ensuring seamless transitions between different projects.
- Demonstrated strong multitasking abilities, managing multiple lines of communication while accurately inputting donation information into the system simultaneously.
Education
Bachelor of Science - Computer Science
Université Du Québec En Outaouais
Gatineau, QC08.2019
Skills
- Problem-solving skills
- Call center experience
- Answering questions
- Customer communications
- Fluent Bilingualism
- Effective Communication Techniques
- Excellent Listening Abilities
Languages
French
Native or Bilingual
English
Full Professional
Kirundi
Native or Bilingual
Kinyarwanda
Full Professional
Timeline
Call Agent IT Support
Hôpital Montfort
01.2020 - 06.2024
Call Center Representative
MSI Corp
04.2019 - 08.2019
Outbound Customer Service Representative
Imarketing Advertising
03.2016 - 05.2016
Bachelor of Science - Computer Science
Université Du Québec En Outaouais
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