CLAUDIA MBASANI
Ottawa,ON
Summary
Actively seeking a customer service position where I can optimize my problem-solving and organizational skills to contribute to increased customer satisfaction. Strong multitasking skills and fast learning ability ensure quick contribution to your customer service team. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Yellow Page
08.2022 - Current
- Respond to questions or changes requests according to service standards set in objectives in a professional and courteous manner, received via phone, email, social media, or chat, (or whatever medium is being used by the customer to reach Yellow Pages).
- Resolve requests at first contact by using various operational systems or process available. If first contact resolution is not possible, ensure follow up with other YP unit to resolve the customer' issue or request.
- Ensure customer satisfaction by analyzing, investigating, and ensuring resolution of customer complaints or requests.
- Document and update information from various internal systems.
FRONT DESK CUSTOMER SERVICE REPRESENTATIVE
Swoop Airline/Flair Airline
06.2021 - 06.2022
- Actively listen and engage clients in conversation to further understand their individual needs
- Representing the brand and company vision for customer service excellence
- Provide DCS support to users (resolve baggage tag issues, seat map queries, Edifact through check-in issues, clarify Timatic, support name changes, transfer customers from one flight to another, assist in handling denied boarding situations and entering hand back information)
- Provide support for reservation issues, including dividing PNRs, name changes, fare quotes and ticket re-issues.
- Assist customers with complaints regarding lost, mishandled, delayed, or damaged baggage.
- Completed check-in procedures using manual and computerized methods to expedite processes and promote customer satisfaction.
Education
Bachelor of Arts - Business Management
Algonquin College
Ottawa, ON04.2025
High School Diploma - undefined
Pierre-Savard Catholic High School
Ottawa, ON06.2021
Skills
- Bilingual: English and French
- Ability to adapt to new situations
- Quick Learner
- Ability to work in team, and provide solution when necessary
- Microsoft Word
- Microsoft Excel
- Active Listening
- Credit Card Payment Processing
- Customer Relations
Languages
English: Full Professional
French: Native or Bilingual
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Yellow Page
08.2022 - Current
FRONT DESK CUSTOMER SERVICE REPRESENTATIVE
Swoop Airline/Flair Airline
06.2021 - 06.2022
Bachelor of Arts - Business Management
Algonquin College
High School Diploma - undefined
Pierre-Savard Catholic High School
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