BLESSING AGI
Oakville
Summary
Innovative, task driven professional with 7+years of experience in client and product services across diverse industries. Analytically minded with strong interpersonal skills. Equipped with a record of success at identifying, devising, and implementing customized solutions to support global business strategies & needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Premium Client Experience Manager
American Express Canada
01.2022 - Current
- Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.
- Championed data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement.
- Oversaw the resolution of complex client issues, earning a reputation for going above and beyond to ensure satisfaction.
- Utilize both internal and external resources to develop a comprehensive understanding of clients’ travel needs, providing proactive, high-quality service
- Operate various systems to optimize service delivery, adhering to established service levels and compliance standards
- Participate in meetings, conferences, and ongoing training to stay current on travel trends, industry issues, and GDS tool advancements
- Enhanced customer satisfaction by streamlining communication channels and implementing efficient CRM tools.
Volunteer/Internship - Administrative Assistant & Social Media Coordinator
6ix Flash Autos
01.2019 - 07.2021
- Supported operational requirements by organizing schedules, assigning tasks, and overseeing project completion
- Assisted office personnel by preparing documents, presentations, and reports, maintaining records, and managing email correspondence
- Coordinated social media updates, responded to customer inquiries, engaged followers, and covered company events online
- Conducted research for social media campaigns, collaborated on campaign development, and monitored social accounts, analyzing KPI data to assess event success
- Implemented strategies to enhance brand awareness, boosting sales and community engagement through online presence
Client Success Specialist
CDS Global Inc.
11.2016 - 04.2017
- Collaborated with the credit department and supervisors to resolve credit disputes
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Supported loan process by gathering loan documentation and assisting with loan processing and general loan analysis.
- Developed targeted marketing campaigns that increased customer engagement and drove business growth.
- Relayed service issues or customer concerns to the escalations department promptly
- Worked closely with the sales team to surpass customer service expectations
Escalations Supervisor
Teleperformance Inc.
05.2016 - 10.2016
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; followed up to ensure resolution
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
- Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
Customer Care & Ecommerce Agent
Teleperformance Inc.
09.2015 - 04.2016
- Used CRM to problem solve and to help customers resolve issues on first call
- Meet personal/customer service team sales targets and call handling quotas
- Keep records of customer interactions, process customer accounts and file documents
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Communicate with upset customers to resolve their inquiries by being proactive, empathetic, and using emotional intelligence skills
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Education
Intensive French Studies -
International Language School of Canada
Montreal, QC02.2015
Bachelor of Arts - International Relations & Developmental Studies, Information Technology
University of Windsor
Windsor, ON01.2014
Final Year European Union Study Abroad Program -
The Leuven Institute for Ireland Europe
01.2013
Skills
- Data Analysis
- Project Management
- Events Management
- Customer Success
- SAP CRM Software
- Exceptional communication
- Business development and planning
- Team Leadership
- Digital Marketing
- Product Knowledge
Certification
TICO Certification, 2022
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Premium Client Experience Manager
American Express Canada
01.2022 - Current
Volunteer/Internship - Administrative Assistant & Social Media Coordinator
6ix Flash Autos
01.2019 - 07.2021
Client Success Specialist
CDS Global Inc.
11.2016 - 04.2017
Escalations Supervisor
Teleperformance Inc.
05.2016 - 10.2016
Customer Care & Ecommerce Agent
Teleperformance Inc.
09.2015 - 04.2016
Intensive French Studies -
International Language School of Canada
Bachelor of Arts - International Relations & Developmental Studies, Information Technology
University of Windsor
Final Year European Union Study Abroad Program -
The Leuven Institute for Ireland Europe
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