Keri Esealuka

Vaughan,ON

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented administrative professional with superb people-skills and customer relations experience. Strong problem-solver dedicated to streamlining operations to decrease costs for clients and promote organizational efficiency for the business. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

years of professional experience

Work History

Customer Relations Representative

Unity Payments

11.2022 - Current

Oversaw personal and professional calendars and coordinated appointments for future events.
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
Displayed absolute discretion at handling confidential information.
Used discretion when handling confidential information.
Handled customer inquiries and suggestions courteously and professionally.
Updated account information to maintain customer records.

Customer Service Representative Team Lead

Canadian Tire

01.2020 - 11.2022

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Promptly responded to customer inquiries and resolved complaints to promote loyalty.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Supervised and motivated customer service teams to maximize business performance.
Communicate with general management and management team.

Contact Centre Representative

Samsung - Teleperformance Canada

03.2018 - 01.2020

Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Assist Samsung consumer with navigating through phone and solving technical issues.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Documented customer correspondence in CRM to track requests, problems and solutions.
Excellent customer service via telephone and email.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Customer Service Specialist

DHL Canada

01.2017 - 03.2018

Documented customer correspondence in CRM to track requests, problems and solutions.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Upheld quality control policies and procedures to increase customer satisfaction.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Provided customer with accurate information concerning shipment of packages, domestic and international.
Improved customer service wait times to mitigate complaints.
Set up and activated customer accounts.
Exceeded company productivity standards on consistent basis.

Education

BBA - Business Administration

York University

Toronto, ON

05.2017

Skills

Scheduling
Multitasking and Organization
Account Management
Time Management
Customer Service
CRM Software

Customer Data Confidentiality
Data Entry and Maintenance
Verbal and Written Communication
Efficient and Detail-Oriented
Problem-solving

Timeline