Kendra Ngouari
Brampton,ON
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Customer Service/Credit Service - Bilingual
Citibank
Mississauga, ON
06.2022 - 01.2024
- Assisted with evaluating and resolving service inquiries from clients across different platforms
- Effectively use various computer systems to complete assigned tasks and address account inquiries
- Developed and maintain working knowledge of specific groups of products and services
- Analyzed and identified potential risks and identify solutions that meet client needs
- Completed assigned tasks in accurate and efficient manner
- Solved disputes and retained clients, while minimizing operating loss, through adherence to established rules and regulations
- Fulfilled clients’ necessities while providing exceptional client experience in expected behavior
- Managed high volume of inbound calls while maintaining professional demeanor under pressure
Sales Associate
URBAN OUTFITTERS
Mississauga, ON
01.2020 - 12.2020
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities
- Enhanced team productivity by fostering positive work environment and providing support to colleagues as needed
- Participated in team meetings and training sessions regularly for continuous professional development within retail industry
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs
- Assisted in training new staff members on company policies, product information, and sales techniques for seamless onboarding experience
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates
Customer Representative
USANA HEALTH COMPANY
Vaughan, ON
06.2017 - 10.2019
- Built customer loyalty through fostering stronger relationships
- Maintained high-level product knowledge
- Handled customer-service including POS, sales, and inventory management
- Made 30+ outbound calls per day to follow up with customers who were overdue in their payments.
- Resolved concerns with products or services to help with retention and drive sales.
- Assigned and designated job territories to customer care staff according to performance and history.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
Education
J.D. -
UNIVERSITY OF LEICESTER
ENGLAND 09.2022 - 06.2026
High School Diploma -
CARDINAL AMBROZIC C.S.S
Brampton, ON 09.2016 - 06.2020
Skills
Customer service and support
French Translation
English Translation
Sales expertise
Recordkeeping strengths
Document filing
High-volume call centers
Call center experience
Complaint Handling
Empathy Display
Timeline
J.D. -
UNIVERSITY OF LEICESTER
09.2022 - 06.2026
Customer Service/Credit Service - Bilingual
Citibank
06.2022 - 01.2024
Sales Associate
URBAN OUTFITTERS
01.2020 - 12.2020
Customer Representative
USANA HEALTH COMPANY
06.2017 - 10.2019
High School Diploma -
CARDINAL AMBROZIC C.S.S
09.2016 - 06.2020