Esther Kabuga
Toronto,ON
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
MTN
Kampala, Kampala Uganda
03.2020 - 08.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
shoprite
Kampala, Kampala Uganda
01.2017 - 02.2020
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
Bachelor of Science -
University of Nigeria Enugu Campus
Skills
- Data Entry
- Paperwork Processing
- Complaint Resolution
- Appointment Scheduling
- Data Collection
- Customer Relations
- Customer Service
- Documentation
- Computer Proficiency
- Report Generation
- Account Updating
Timeline
Customer Service Representative
MTN
03.2020 - 08.2023
Customer Service Representative
shoprite
01.2017 - 02.2020
Bachelor of Science -
University of Nigeria Enugu Campus
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