Dorcas Boateng
87 San Gabriele place, North York,Canada
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
Work History
Customer Support Agent
CEC Personnel Solutions
09.2022 - 08.2023
- Provided exceptional customer service for a leading e-commerce store, managing an average of 300+ inquiries per week via phone, email, and live chat
- Achieved customer satisfaction rating of 98% by effectively resolving complaints and providing timely solutions
- Conducted successful upselling strategies, contributing to 15% increase in monthly sales
- Utilized CRM systems to track customer interactions, ensuring accurate and timely follow-up.
Customer Support Representative
Tele performance
02.2021 - 06.2022
- Managed a high-volume of customer inquiries via phone, email, and chat support, achieving a 98% customer satisfaction rate
- Trained and mentored 10+ new hires, improving the overall efficiency of the team by 15%
- Identified process inefficiencies and recommended improvements, reducing case resolution time by 20%
Customer Support Agent
CEC Personnel Solutions
02.2020 - 03.2021
- Resolved 200+ customer complaints and inquiries per week, resulting in 25% increase in customer satisfaction
- Facilitated customer transactions, and processed payments securely
- Assisted with development and implementation of new customer feedback program, leading to 30% reduction in customer complaints.
Education
Bachelor of Arts - Rural and Community Development
Presbyterian University College
Skills
- Customer Relationship Management (CRM)
- Technical Support
- Conflict Resolution
- Data Entry
- Upselling
- Time Management
- Multitasking
- Team Leadership
- Microsoft Office Suite
- Microsoft Team
- Google Meet
Languages
Fluent in English
References
Available upon request.
Timeline
Customer Support Agent
CEC Personnel Solutions
09.2022 - 08.2023
Customer Support Representative
Tele performance
02.2021 - 06.2022
Customer Support Agent
CEC Personnel Solutions
02.2020 - 03.2021
Bachelor of Arts - Rural and Community Development
Presbyterian University College
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