Gisele Florence
Oshawa,Canada
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Committed to maintaining professional relationships to increase profitability and drive business results, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Laquintinie Hospital
01.2021 - 08.2023
- Responsible for answering incoming calls and providing relevant information to patients
- Identified, analyzed, and researched systemic issues and made recommendations for resolution.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Entered patient demographic and insurance data into electronic medical record system.
- Updated and verified patient information at every visit
- Increased first-call resolution rates by carefully listening to patients'' needs and providing accurate information based on their inquiries.
- Maintained electronic health records of patients.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Resolved billing inquiries and disputes in timely fashion.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
Bilingual Customer Service Representative
NEXTTEL
01.2019 - 12.2020
- Collaborated with sales and customer service teams to address customer inquiries and resolve billing discrepancies promptly
- Conducted regular follow-ups with clients to monitor credit utilization and identify potential issues before they escalated
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Assisted clients in the application process, providing guidance on credit requirements and ensuring compliance with company policies
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Managed large amounts of incoming phone calls
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met personal/customer service team sales targets and call handling quotas
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Developed training materials for [Language]-speaking customer service representatives.
Customer Service Associate
MTN Douala
01.2017 - 11.2018
- Recommended products to customers, thoroughly explaining details
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Delivered prompt service to prioritize customer needs.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Monitored customer feedback channels, identifying areas of improvement for enhanced service quality.
- Provided personalized support for each client, tailoring solutions based on individual circumstances and preferences.
- Maintained up-to-date knowledge of product and service changes.
- Contributed to the enhancement of sales strategies by upselling relevant products or services during customer interactions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Maximized efficiency within the workplace by implementing new organizational methods for handling daily tasks.
- Initiated outbound calls to respond to enquiries and to follow-up a previous contact.
Education
Bachelor of Science -
Saint Monica Institute
Buea, Cameroon06.2019
Diploma-Reception And Customer Service -
The Knowledge Academy
Douala, Littoral09.2017
High School Diploma -
Presbyterian High School-Kumba
Kumba, Cameroon07.2015
Skills
- Bilingual can speak and write in both French and English languages fluently
- Computers savvy with proficiency in Microsoft Office technologies (Word, Excel, PowerPoint)
- Proven ability to build rapport, enhance client relationships, and increase subscription rate and customer loyalty
- Handle 50 customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention
- Purpose-driven and detail-oriented with strong analytical skills to leverage insights and make recommendations
- Good experience in team, project, and customer management for delivery of efficient and timely results
- Good time management, critical thinking, and organizational skills to meet deadlines in a fast-paced environment
- Strong interpersonal skills and excellent bilingual verbal and written communication skills to interact with customers
- Proven teamwork, leadership, and collaboration skills
- Research complicated cases without prompting to provide more comprehensive services for customers
- Remain courteous and calm at all times, even during moments of intense customer displeasure
Extra Curricular Experience
Association for Women Empowerment Cameroon, Cameroon, 01/01/17, 08/01/23, Participated in outreach activities for women in rural communities., Organized debate with teens in the different communities., Served as a French and English tutor to kids in communities., Was responsible for planning outreach activities.
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Healthcare Customer Service Representative
Laquintinie Hospital
01.2021 - 08.2023
Bilingual Customer Service Representative
NEXTTEL
01.2019 - 12.2020
Customer Service Associate
MTN Douala
01.2017 - 11.2018
Bachelor of Science -
Saint Monica Institute
Diploma-Reception And Customer Service -
The Knowledge Academy
High School Diploma -
Presbyterian High School-Kumba
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