DIANA KANGWA
Oshawa,Canada
Summary
An exceptional client care professional with 10+ years of experience in customer service. Service-focused, with a passion for maximizing the satisfaction of customers; expertly resolves client concerns to boost retention & promote business development. Currently looking for management positions in customer service that can accommodate for remote work, preferably in the travel & hospitality sector.
Overview
13
13
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
Randstad
Ottawa, ON
08.2022 - 06.2023
- Provide functional and or technical support for resolution of customer. Assist Bank of America employees with Annual Enrolment process. Assist customers with Health care benefits. Liaise with other support teams or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
Montreal, QB
07.2020 - 09.2021
- Assisted customers with redeeming their BMO reward points for use on flights, hotel bookings, and other merchandise. Facilitated transactions whereby customers paid off their credit card balance using points. Updated clients' personal information. Helped customers redeem points with HSBC rewards to book flights. Troubleshooting merchandise issues, including when Keurig coffee brewers were not working.
PERSONAL SUPPORT WORKER
Comfort Keepers
Montréal, QC
07.2020 - 12.2020
- Assisted residents with day-to-day hygiene and basic living needs. Transferred patients in/out of home as required based on their medical needs. Helping residents with daily living and feeding when necessary; sparked conversations to ensure patients felt a sense of companionship.
CUSTOMER SERVICE REPRESENTATIVE
IO Solutions Call Center Inc.
Montréal, QC
08.2018 - 06.2020
- Assigned to business development for Fido; contacted customers and offered new phone plans or package deals through upselling. Renewed customer memberships and processed new subscriptions. Updated customer profiles and ensured proper data handling & storage. Internally transferred from the Fido account to the Zoomer magazine campaign; trusted to train new customer service representatives. Assisted members with online navigation and profile updates.
ROOMS DIVISION MANAGER
Mojo Hotel
Cape Town, Western Cape
06.2016 - 06.2017
- Supervised a team of 10 people conducting operations, night audits.
FRONT OFFICE MANAGER
Mandela Rhodes Place Hotel & Spa
Cape Town, Western Cape
02.2010 - 06.2016
- Provided exceptional service to guests upon check in and check out. Increased customer retention by 5%; increased sales revenue by 3.5% through strategic business development. Planned and rostered staff for shift duty; prepared staff wages summaries and submitted it to the accounts department. Attended departmental meetings, performed employee evaluations, and followed-up on outstanding accounts. Updated customer profiles using the Opera system.
Education
Bachelor of Arts - Hotel Management
Cape Peninsula University
Cape Town, Western Cape12.2014
Skills
- Exceptional Customer Service
- Client Communications Product Knowledge
- Problem-Solving
- Client Management
- Situational Awareness
- Upselling
Affiliations
Member - Federated Hospitality Association of South Africa (FEDHASA) - since Apr 2009.
Certification
AEC/DEP Certificate, Personal Support Worker - Essor College, Montreal - Apr 2020.
AWARDS
Manager of the Year - Mandela Rhodes Hotel & Spa, Cape Town - Oct 2010.
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Randstad
08.2022 - 06.2023
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
07.2020 - 09.2021
PERSONAL SUPPORT WORKER
Comfort Keepers
07.2020 - 12.2020
CUSTOMER SERVICE REPRESENTATIVE
IO Solutions Call Center Inc.
08.2018 - 06.2020
ROOMS DIVISION MANAGER
Mojo Hotel
06.2016 - 06.2017
FRONT OFFICE MANAGER
Mandela Rhodes Place Hotel & Spa
02.2010 - 06.2016
Bachelor of Arts - Hotel Management
Cape Peninsula University