Faith Fomekung
Maskwacis,Canada
Overview
5
5
years of professional experience
Work History
Call Center Representative
Apex Focus Group
Edmonton, AB
07.2020 - 01.2025
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Education
Diploma -
Forest Lawn High School
Calgary, AB06.2020
Skills
- Customer Relationship Management
- Payment Processing
- Sales closing
- Customer Service
- Data Entry
- Account updating
- Call Control
- Report Preparation
- Quality Assurance
- Customer communications
- Complaint resolution
- Problem-solving skills
- Verbal and written communication
- Fluent in Language
- Customer Support
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Call Center Representative
Apex Focus Group
07.2020 - 01.2025
Diploma -
Forest Lawn High School