Josue Mbangu
Ottawa,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Computer-savvy with upbeat nature and analytical problem-solving skills. Experienced in managing data entry and documentation requirements with excellent organizational skills. Knowledgeable about processing payments and upselling with promotional deals.
Overview
6
6
years of professional experience
Work History
Telecommunication Mobile Services Officer
Shared Services Canada - Mobile Device Services
01.2023 - Current
- · Analyze and interpret their requirement and initiate a service request accordingly, following established workflows, processes and guidelines.
- · Provide telecommunication services & guide clients through processes and procedures related to telecommunication services & products.
- · Provide advice and recommendations to clients on IT Voice Services and products; their related policies, processes, directives and limitations. Provides operational advice to clients, explain in simple terms technologic processes, technical jargon& contract limitations.
- · Use ticketing system (Onyx, ECD, Bell Portals, Rogers Portal) for service request tickets management; document requirement; and produce correspondence. This includes filling out electronic forms and sending emails and documentation as per established procedures.
- · Use an inventory system (Onyx, ECD) to maintain voice services inventory and configuration of services and devices up-to-date including client information and line information when dealing with clients over the phone.
- · Interpret information provided by clients to determine the exact nature of requests and to understand their needs and concerns to document and select the proper course of action to address their needs.
- · Provide warehouse services to expedite mobile devises to partners within the service level agreement.
Tool Rental Associate
The Home Depot Inc
02.2021 - Current
- Inspected and tested tools to locate worn and damaged parts and malfunctions.
- Supplied information about rental items to inform customers of tool availability and operation.
- Prepared rental contracts by printing contracts, obtaining customer signatures and verifying customer identification and driver's license.
- Maximized revenue opportunities by encouraging upsells and promoting optional services, boosting overall sales.
- Used POS system to compute and receive payments for rentals.
- Examined, received and tagged tools to be cleaned, stored and repaired.
- Resolved customer disputes to maintain positive relationships and increase customer base.
Retail Store Associate
Giant Tiger
06.2018 - 02.2021
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Supported loss prevention goals by monitoring shopper behavior.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction.
Education
College Diploma - IT Technical Support
La Cité Collégiale
Ottawa, ON06-2022
High School Diploma -
CÉGEP OF L'OUTAOUAIS
Gatineau, QC06-2019
Skills
- Teamwork and Collaboration
- Self-Motivated
- Problem-Solving
- Teambuilding
- Analytical and Critical Thinking
- Customer assistance
- Drawer management
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Telecommunication Mobile Services Officer
Shared Services Canada - Mobile Device Services
01.2023 - Current
Tool Rental Associate
The Home Depot Inc
02.2021 - Current
Retail Store Associate
Giant Tiger
06.2018 - 02.2021
College Diploma - IT Technical Support
La Cité Collégiale
High School Diploma -
CÉGEP OF L'OUTAOUAIS
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