Kaylla Cheride Mwamikazi
Ottawa,ON
Summary
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 and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
NCRI
10.2024 - 11.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Accounts Specialist
TEKsystems
05.2024 - 09.2024
- Contributed to the development of financial reports for senior management, supporting informed decision-making.
- Conducted regular audits of financial records to identify potential risks or areas needing improvement.
- Ensured compliance with accounting standards and regulations by staying up-to-date on industry best practices.
- Provided training on accounting software for new employees, contributing to a seamless onboarding experience.
- Resolved complex billing issues by working collaboratively with clients, fostering positive relationships.
- Analyzed account variances as part of ongoing performance tracking efforts, identifying trends and areas for improvement.
- Maintained accuracy in financial data entry by diligently reviewing transactions and correcting errors promptly.
Account Executive - Payables and Receivables
Kingston Data & Credit
01.2024 - 05.2024
- Conducted regular reviews of aged accounts receivable reports, ensuring timely follow-up on past due balances.
- Streamlined payables and receivables processes by implementing efficient systems and software tools.
- Maintained organized filing system for financial records, enabling easy access during audits or other review processes.
- Reduced outstanding receivables by diligently following up on overdue invoices and negotiating payment plans with clients.
- Enhanced client relationships through effective communication and prompt resolution of billing inquiries or disputes.
- Managed monthly closing of financial records and reporting, ensuring accuracy and timeliness.
Collections Officer
Bill Gosling Outsourcing
05.2022 - 11.2023
- Assisted debtors in setting up payment plans to recover overdue balances.
- Advised customers of necessary actions and strategies for debt repayment.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
Customer Care Advisor
Scotiabank
10.2019 - 04.2022
- Investigated and resolved customer inquiries and complaints quickly.
- Described product highlights and benefits to help guide purchasing decisions.
- Increased client retention by managing supplier deliveries around client needs.
- Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Navigated multiple computer systems and applications to find information.
Customer Service Executive
Millenium 1 Solutions
06.2019 - 10.2021
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Education
Bachelor of Arts And Science -
Carleton University
Skills
- Customer Needs Assessments
- Effective Listening and Communication
- Problem-Solving Ability
- Critical Thinking
- Exceptional Organizational Skills
- Customer Relationship Management
- Keen Attention to Detail
- Strong Interpersonal Skills
Education
Ottawa, ON
Contact
Ottawa, ON K1N 8Z2
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Service Representative
NCRI
10.2024 - 11.2024
Accounts Specialist
TEKsystems
05.2024 - 09.2024
Account Executive - Payables and Receivables
Kingston Data & Credit
01.2024 - 05.2024
Collections Officer
Bill Gosling Outsourcing
05.2022 - 11.2023
Customer Care Advisor
Scotiabank
10.2019 - 04.2022
Customer Service Executive
Millenium 1 Solutions
06.2019 - 10.2021
Bachelor of Arts And Science -
Carleton University
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