Kerina Ogila
London,Ontario
Summary
Articulate, reliable, flexible and highly skilled customer service representative cum office manager with a depth of experience in handling customer issues and representing the company. Well-spoken and friendly with excellent practical problem-solving skills. Accustomed to working in team-oriented, fast-paced environments with an expertise in using diplomatic communication to diffuse escalated situations.
Overview
5
5
years of professional experience
Work History
Support Worker
London Pregnancy And Family Support Center
12.2023 - Current
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
- Kept clients engaged in social networks and communities for personal health and growth.
- Established trusting relationships with clients and their families through empathetic communication and active listening.
- Provided crisis intervention services when necessary, effectively de-escalating challenging situations while maintaining client safety.
- Improved client satisfaction by promptly addressing concerns and implementing feedback in a timely manner.
- Assisted clients in accessing available resources such as housing options, financial supports, and healthcare services.
- Facilitated community integration for clients by organizing social outings, recreational activities, and educational opportunities.
- Created, prepared, and delivered reports to various departments.
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
VOLUNTEER, OFFICE MANAGER
DOVE Christian Fellowship Canada
05.2021 - Current
- Setting up and maintaining manual and computerized information filing systems
- Arranging travel related itineraries and making reservations
- Overseeing and organizing office administrative procedures
- Dealing with correspondence, complaints and queries
- Preparing letters, presentations and reports
- Updating company website and social media handles
- Implementing and maintaining procedures and office administrative systems
- Ordering office supplies and maintaining inventory
- Answering and relaying telephone calls and messages
- Scheduling and confirming appointments
- Typing and proofreading correspondence, forms and other documents
- Training other volunteers.
CUSTOMER SERVICE REPRESENTATIVE (Remote Position)
ACCENTURE ( For Enbridge Gas)
11.2021 - 01.2022
- Managed inbound customer service calls with a professional manner
- Used strong prioritization skills and a sense of urgency
- Created a fantastic first impression for inbound callers
- Delivered outstanding, friendly customer service in a timely fashion
- Facilitated canceling and re-billing corrections
- Recorded and tracked detailed customer interactions and transactions
- Executed move in and move out field activities in the Customer Care Billing system
- Responded to telephone service requests in a fast paced environment on a queue; incoming calls
- Processed forms, applications and customer service requests emails
- Facilitated setting up & maintaining customer accounts including various billing /payment programs
- Researched, analyzed and provided resolutions to customer billing complaints.
CUSTOMER SERVICE REPRESENTATIVE
ZEDD CUSTOMER SOLUTIONS
06.2019 - 11.2021
- Answered the phone with friendly greeting to create positive inbound calling experience for customers
- Developed highly empathetic client relationships
- Answered an average of 40 calls per day from unsatisfied customers related to disconnected meters, billing disputes and general dissatisfaction with some of the company policies
- Offered technical support for online payments and purchases and helped customers navigate the website to facilitate online bill payments or buying process
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products, services and solutions
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes
- Resolved complaints to satisfy customers and encourage future transactions
- Maintained organized and secure customer files to facilitate customer support and follow-up
- Trained and coached new call center team members on computer systems and customer service strategies
- Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
Education
Master Of Arts -
University of Mysore
Mysore, Karnataka06.2015
Bachelors of Legal Laws(LLB) -
University of Mysore
Mysore, Karnataka06.2003
Skills
- Strong Verbal and Written Communication
- Efficient and Detail-Oriented
- Problem solving strength
- De-escalation Techniques
- Calm and Professional Under Pressure
- Excellent computer skills
- Administrative Skills
- Microsoft office
- Microsoft excel
- Customer Focused
- Data entry and database management
- Confidentiality and Privacy
- Cleaning and sanitizing
- Life Skills Development
- Documentation abilities
- Professional boundaries
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
Luo
Native or Bilingual
Timeline
Support Worker
London Pregnancy And Family Support Center
12.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE (Remote Position)
ACCENTURE ( For Enbridge Gas)
11.2021 - 01.2022
VOLUNTEER, OFFICE MANAGER
DOVE Christian Fellowship Canada
05.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE
ZEDD CUSTOMER SOLUTIONS
06.2019 - 11.2021
Master Of Arts -
University of Mysore
Bachelors of Legal Laws(LLB) -
University of Mysore
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