Jethro Gapilango
Edmonton
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level programmer position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Programmer
AnswerPlus
01.2019 - Current
- Develop and continuously maintain comprehensive call scripts used by customer service representatives for effectively managing a diverse range of customer inquiries and transactions.
- Engage in active collaboration with the customer service team to deeply understand their operational needs and the common customer queries they handle.
- Regularly review and update the call scripts to ensure they align with the latest changes in client policies, products, and services.
- Play a key role in investigating client complaints.
- Design and produce detailed internal reports on a regular and as-needed basis as required by management, focusing on key statistical data related to call volumes.
- Responsibly manage and complete tickets from Account Managers and clients, adhering to established deadlines.
- Participate in interdepartmental meetings, contributing valuable insights and feedback from the call scripting perspective.
- Be actively involved in the initial assessment and onboarding of new accounts.
Customer Service Representative - Supervisor
AnswerPlus
01.2018 - 01.2019
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Reduced employee turnover by fostering a positive work environment and providing supportive leadership.
- Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
- Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
- Introduced new tools and resources for better information access, resulting in more efficient issue resolution processes.
Customer Service Representative
AnswerPlus
01.2017 - 01.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Education
CDI College
Edmonton, AB04.2024
Skills
- Offering 5 years of analytic and maintenance programming
- Finishing to obtain Web and Mobile Applications Development diploma, including 180 practicum hours
- Excellent Communication and interpersonal skills
- Superior time management and organizational skills Works well under pressure
- Computer Proficiencies: Microsoft Word, Excel, PowerPoint, Outlook, Adobe Photoshop, Illustrator, MySQL, Java, C#, HTML5 and CSS, JavaScript, Jquery, ASPNet, Python
- Project Management
- Programming documentation
- Implementation Management
- Debugging
- User Training
- Customer-Oriented
Languages
English
Full Professional
Timeline
Programmer
AnswerPlus
01.2019 - Current
Customer Service Representative - Supervisor
AnswerPlus
01.2018 - 01.2019
Customer Service Representative
AnswerPlus
01.2017 - 01.2018
CDI College
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