Axel Shema
Ottawa,ON
Summary
- Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
- Experienced Customer Service Representative with 5 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
- Polite and professional and successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Call Center Customer Service Representative
NTT Data
07.2021 - 04.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Attended telephone skills and program information training sessions to boost aptitude.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Approved and terminated customer contracts upon request.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
Banking Advisor
RBC Royal Bank
02.2019 - 05.2021
- Coordinated with various divisions and departments in servicing of routine banking transactions.
- Extended and sustained relationships with customers to maintain and grow business.
- Contacted prospective clients to generate new loans, deposits and business to achieve company production goals.
- Worked with customers to procure updated financial information on continuous basis.
- Acquired collateral documents to be utilized as security on loans in accordance with banking policies.
- Evaluated risk and demand deposit balances of each account to properly price loans to meet profitability standards.
- Reviewed demand deposit profitability analysis and outlined strategies to bring unprofitable accounts back to profitable status.
- Communicated lending decisions to customers.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
Education
Associate of Arts - International Business
Manitoba Institute of Trades And Technology
Winnipeg, MB05.2023
Skills
- Good Listening Skills
- Information Updates
- High-Volume Environments
- Detailed Evaluations
- Training and Development
- Security Administration
Accomplishments
- Resolved product issue through consumer testing.
Languages
French
Native or Bilingual
English
Native or Bilingual
Swahili
Professional Working
Certification
- CPA License
Timeline
Call Center Customer Service Representative
NTT Data
07.2021 - 04.2023
Banking Advisor
RBC Royal Bank
02.2019 - 05.2021
Associate of Arts - International Business
Manitoba Institute of Trades And Technology
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