Doreen Mwebi
Brampton,ON
Summary
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
10
10
years of professional experience
Work History
Customer Service Representative
IKEA
07.2021 - Current
- Customer Service Representative at the Resolutions Department, In IKEA
- As a customer resolutions specialist at IKEA I Answered incoming customer calls/ emails/social media queries with regard to product delivery, billing concerns and general queries
- Respond to customer questions and objections utilizing established service de-escalation techniques and endeavor to provide resolutions the first time around
- Maintain a high level of professionalism and build a positive rapport with each and every customer
- Updated customer information in the customer service database after each customer interaction
- Worked with the management team to stay updated on product knowledge and stay updated on any changes in company policies
- Made sure to make a positive impact on the company's bottom line by problem solving and turning frustrated clients into repeat customers
- Exercised retention efforts whenever appropriate
- Worked with various tools like ADP, Centiro, RFC, Escape, Excel, MsWord, Customer Admin, Genesys
- Worked as a Data Entry as well, mainly filling in customers information and anything that was required of me
- This was not my main focus but I developed the skill in the duration of my work.
Administrative Assistant
Ndegwa Advocates
01.2015 - 12.2017
- Detail-oriented and highly organized administrative professional with extensive experience providing administrative support to executives and teams in fast-paced office environments
- Possessing excellent communication and organizational skills, with a proven ability to manage multiple tasks simultaneously while maintaining accuracy and confidentiality
- Proficient in office management software and adept at problem-solving and prioritizing tasks to meet deadlines efficiently
- Provide comprehensive administrative support to executives, including managing calendars, scheduling appointments, and arranging travel logistics
- Handle incoming calls, emails, and correspondence, directing inquiries to appropriate departments and ensuring timely responses
- Prepare and distribute documents, reports, and presentations using Microsoft Office Suite (Word, Excel, PowerPoint)
- Maintain office filing systems, both electronic and physical, ensuring accuracy and accessibility of documents
- Coordinate meetings and events, including booking venues, coordinating catering, and preparing meeting materials
- Manage office supplies inventory, monitor usage, and reorder supplies as needed to ensure smooth office operations
- Assist with the onboarding of new employees, including preparing paperwork, scheduling orientation sessions, and setting up workspaces
- Handle sensitive and confidential information with discretion and professionalism
- Excellent time management and organizational skills, with the ability to prioritize tasks and meet deadlines effectively
- Strong interpersonal skills, with the ability to interact professionally with clients, colleagues, and vendors
- Familiarity with office equipment and software, including printers, copiers, fax machines, and database management systems.
Education
Associate of Applied Science - Computer Programming
Sheridan College Institute of Technology And Advanced Learning
Oakville, None08-2024
Skills
- Complaint resolution
- Product Knowledge
- Data Entry
- Scheduling
- Inbound and Outbound Calling
- Support case resolution
- Shipping and receiving understanding
- Product Sales
- Call escalation
- Dispute Resolution
- Microsoft Excel
- CRM Software
- SAP
Languages
English
Full Professional
Software
SAP
CRM
Excel
Timeline
Customer Service Representative
IKEA
07.2021 - Current
Administrative Assistant
Ndegwa Advocates
01.2015 - 12.2017
Associate of Applied Science - Computer Programming
Sheridan College Institute of Technology And Advanced Learning
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