Excel Oni
Brandon,MB
Summary
Accomplished Customer Service Manager with a proven track record at PepsiCo, enhancing customer satisfaction and loyalty through expert resolution of complex issues and effective team leadership. Skilled in Microsoft Office and conflict resolution, I significantly reduced customer complaints by fostering a culture of positive feedback and continuous improvement.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Manager
PepsiCo
02.2024 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Followed through with client requests to resolve problems.
Customer Service Representative
Shell Petroleum Development
06.2021 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Bachelor Of Science - Maths And Computer Science
Brandon University
Brandon, MBSkills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Adherence to high customer service standards
- Conflict resolution techniques
- Issue Resolution
- Call Center Management
- Positive and Constructive Feedback
- Schedule Management
- Product Knowledge
- Call Center Operations
- Performance Evaluations
- MS Office expert
- Sales Promotion
Languages
English
Full Professional
Certification
First Aid & CPR
Timeline
Customer Service Manager
PepsiCo
02.2024 - Current
Customer Service Representative
Shell Petroleum Development
06.2021 - 01.2024
Bachelor Of Science - Maths And Computer Science
Brandon University
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