Kessi J. Catito
Fonthill,ON
Summary
Proven Customer Service Agent with a track record of enhancing customer satisfaction and streamlining warehouse operations. At TAP Air Portugal, excelled in managing high call volumes and resolving complex issues, showcasing exceptional problem-solving and customer support skills. Fluent in Portuguese, adept at teamwork, and committed to efficiency, consistently delivering top-notch service and operational improvements.
Personable and positive individual with excellent communication and interpersonal skills. Possesses solid understanding of customer service principles and proficient in using CRM software and handling multiple phone lines. Capable of delivering high-quality service and building strong customer relationships.
Overview
8
8
years of professional experience
Work History
Call Center Representative
TAP Air Portugal
03.2023 - 09.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Warehouse Worker
Dan Cake
03.2022 - 02.2023
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 25 pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Enhanced warehouse efficiency by implementing effective inventory management and organization systems.
Call Center Representative
Altice Portugal
03.2019 - 02.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Delivered prompt service to prioritize customer needs.
Call Center Representative
Enbridge Gas
06.2016 - 08.2017
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Bachelor in Electrical Engineering - Electrical And Computer Engineering
University of Coimbra
Coimbra, Portugal04-2023
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Technical support
- FLUENT IN PORTUGUESE
- Teamwork and collaboration
Languages
English
Portuguese
Timeline
Call Center Representative
TAP Air Portugal
03.2023 - 09.2024
Warehouse Worker
Dan Cake
03.2022 - 02.2023
Call Center Representative
Altice Portugal
03.2019 - 02.2022
Call Center Representative
Enbridge Gas
06.2016 - 08.2017
Bachelor in Electrical Engineering - Electrical And Computer Engineering
University of Coimbra
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