Jorden Kananga
Winnipeg,MB
Summary
High-performing online customer service with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences. Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Online Customer Service Representative
Sunlifefamilyhealth
10.2023 - 04.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through various online platforms.
- Facilitated seamless customer experiences by collaborating with internal departments to resolve complex issues quickly and effectively.
- Identified trends in customer concerns and proactively suggested improvements to products, services, or processes.
- Contributed to team success by consistently meeting or exceeding performance metrics for quality, productivity, and efficiency.
- Streamlined response times by effectively managing a high volume of customer messages, emails, and chat interactions.
- Increased customer retention with empathetic communication and personalized solutions to problems.
Online Customer Service Representative
Telus Mobility
01.2022 - 06.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through various online platforms.
- Streamlined response times by effectively managing a high volume of customer messages, emails, and chat interactions.
- Increased customer retention with empathetic communication and personalized solutions to problems.
- Contributed to team success by consistently meeting or exceeding performance metrics for quality, productivity, and efficiency.
- Facilitated seamless customer experiences by collaborating with internal departments to resolve complex issues quickly and effectively.
Customer Service Supervisor
Canadian Tire
12.2020 - 12.2021
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Customer Service Representative
Hudson's Bay
06.2019 - 11.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Sisler High School
Winnipeg, MB06.2022
Skills
- Call Center Operations
- Customer Retention
- Customer experience management
- Compliance scorecards
- Online chat
- Customer call notes
- Account Services
- Customer Inquiry Management (CIM)
Languages
English
Full Professional
French
Full Professional
Certification
- Certified online customer service repredentstive , sunlife
Timeline
Online Customer Service Representative
Sunlifefamilyhealth
10.2023 - 04.2024
Online Customer Service Representative
Telus Mobility
01.2022 - 06.2023
Customer Service Supervisor
Canadian Tire
12.2020 - 12.2021
Customer Service Representative
Hudson's Bay
06.2019 - 11.2020
High School Diploma -
Sisler High School
- Certified online customer service repredentstive , sunlife
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