Claudia Kabandangi
Windsor
Summary
A highly experienced customer service representative with 8+ years of experience in assessing CX accounts and services to mitigate future issues on client bill and claim files.
Result-driven with strong ability in assisting customer with technical difficulties over the phone or via email in a timely manner. Key asset to the success of any progressive, rapid-paced organization in reference to long years of experience in customer relations, human resource in a multicultural work environment.
Overview
18
18
years of professional experience
Work History
Customer Relations Associate
HGS Canada
02.2020 - 05.2023
- Managed high call volume while maintaining a professional demeanour and providing exceptional service, handling 45+ customer interactions daily.
- Boosted sales by offering new services and products during each call and achieved a sales target of 25 sales weekly.
- Provided billing assistance and technical support to customers with difficulties, reducing technical escalations by 10 %.
- Coordinated with other departments to review goals by consistently meeting or exceeding performance metrics for quality assurance scores, call handle times, and issue resolutions.
Customer Service Agent
AGS Hamilton, ON
11.2013 - 08.2015
- Demonstrated strong ability in planning, problem solving and communication: handling claims (life and disability) emails and calls to update customers.
- Reduced the volume of unprocessed claims by 25% and rewarded employee of the month.
- Collaborated with the management team to ensure an accurate call escalation procedure.
- Handled phone interviews with customers to determine their eligibility and qualifications for the requested products or services.
Payroll and Accountant SpecialistT
Client Procter and Gamble Germany: IBM Ltd
12.2004 - 08.2012
- Prepared weekly payment forecasts for expat employees and a backup report for the client, and maintained payroll activities by collecting and entering data and calculating pay.
- Elaborated monthly reports and conducted monthly reviews of my team to improve work accuracy; achieved 100% accuracy on monthly reports.
- Provided training to newly hired agents on different work processes.
- Elaborate documentation for the work process and keep them up-to-date, following privacy and confidentiality standards.
Education
Bachelor of Arts - Developmental Psychology
University of Windsor, Canada
Windsor, ON04.2026
BA candidate in Economics -
University of Mainz,
Germany12.2004
Skills
- Call centre experience
- Claim processing
- CRM Software
- Teamwork and Collaboration
- Six sigma yellow Belt / Time management Training
Languages
French
Native or Bilingual
English
Native or Bilingual
German
Professional Working
Timeline
Customer Relations Associate
HGS Canada
02.2020 - 05.2023
Customer Service Agent
AGS Hamilton, ON
11.2013 - 08.2015
Payroll and Accountant SpecialistT
Client Procter and Gamble Germany: IBM Ltd
12.2004 - 08.2012
Bachelor of Arts - Developmental Psychology
University of Windsor, Canada
BA candidate in Economics -
University of Mainz,
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