Ines Mukandila Songa
Gatineau,QC
Summary
Customer service
Proven track record in enhancing customer satisfaction and team productivity, notably at CDC. Excelled in customer service and problem-solving, leading training sessions and streamlining operations. Achieved brand growth as Marketing Manager at BCDC Bank through strategic campaigns and influencer partnerships. Skilled in Microsoft Excel and active listening, driving results and fostering positive client relations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CDC
Gatineau, QC
11.2022 - Current
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Created and maintained detailed database to develop promotional sales.
- Processed customer service orders promptly to increase customer satisfaction.
Sales Assistant
Nathy Fashion
Online
05.2022 - 11.2022
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Assisted customers with prompt and polite support in-person and via telephone.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Marketing Manager
BCDC Bank
Kinshasa
07.2020 - 04.2022
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
- Managed social media accounts for optimal audience engagement and increased online presence.
- Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
- Improved customer loyalty by implementing effective email marketing campaigns and personalized offers.
- Negotiated partnerships with key influencers, maximizing brand exposure in target markets.
Customer Service Representative
Puits De Jacob
DR Congo
02.2017 - 07.2020
- 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.
Education
Certificate - PPEPS
La Cité Collégiale
Ottawa, ON02.2023
Certificate - Leadership And Management
CCE Ministers
Canada- Cyprus 09.2021
Bachelor Of Accounting - Banking And Finance
Girne American University
Cyprus 10.2020
Post-Baccaleurate Diploma - Commercial Administratif
Lycée Uzima
DR Congo06.2016
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Microsoft Excel
- Client Relations
- Customer satisfaction measurement
- Call Center Operations
- Product Knowledge
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
- Complaint resolution
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Languages
English
Full Professional
French
Native or Bilingual
Certification
PDSP
Formation Laissi inc. Training -17h
Timeline
Customer Service Representative
CDC
11.2022 - Current
Sales Assistant
Nathy Fashion
05.2022 - 11.2022
Marketing Manager
BCDC Bank
07.2020 - 04.2022
Customer Service Representative
Puits De Jacob
02.2017 - 07.2020
Certificate - PPEPS
La Cité Collégiale
Certificate - Leadership And Management
CCE Ministers
Bachelor Of Accounting - Banking And Finance
Girne American University
Post-Baccaleurate Diploma - Commercial Administratif
Lycée Uzima