Kinsley Ngosong
Summary
Experienced customer service Agent trained in processing information online and responding to customers. Adept at taking information from customers, upselling to increase sales and motivating and clothing to insurance. others on the sales team. Proven track record of implementing successful customer service training programs and improving customer satisfaction scores by up to 25%. Skilled in analyzing customer feedback data and developing new policies and procedures that reduce complaints by up to 15%. Adept at managing teams of up to 20 representatives, providing coaching and feedback that increases productivity by up to 20%.
Overview
6
6
years of professional experience
Work History
Call centre
Customer connect
02.2023 - 03.2025
- - On average, answering 40 inbound customer calls during a shift
- - Taking orders, inputting orders into our proprietary system, and providing customers with their order numbers and approximate delivery date
- - Making outbound customer calls to inform customers when there would be a delay in their delivery date or if their was an issue with payment processing
- - Discussing billing issues with the customer and offering possible solutions
- - Escalating customer calls to my supervisor, if needed.
Call centre manager
IntouchCX
05.2020 - 12.2022
- - Used upselling techniques to encourage customers to spend more on items for the home that they ordered from catalogs, which increased average sales per shift by nearly five percent
- - Responsible for logging into a dedicated system every day, updating the system as customers placed orders and processing sales
- - Managed a high-volume call center, consistently meeting or exceeding service level agreements and achieving a 95% customer satisfaction rating.
- - Developed and implemented a new customer feedback survey system, resulting in a 30% increase in response rates and a 15% increase in overall customer satisfaction scores.
Call centre representative
Tele-link solution
01.2019 - 02.2020
- - Implemented a new customer relationship management (CRM) system, resulting in a 20% increase in customer retention rates and a 15% increase in upsell opportunities.
- - Analyzed call center metrics and identified areas for improvement, leading to the development and implementation of new call center processes that reduced call abandonment rates by 25%.
- - Managed a team of 20 call center representatives, providing ongoing coaching and feedback that resulted in a 15% increase in team productivity and a 10% decrease in employee turnover.
- - Won several sales awards for exceeding quotas and broke the record of the largest single call sale of more than $1,200
Education
Certificate - Customer Success Certificate
York University
Toronto, None2019
Skills
- -Salesperson
- -Customer service
- -Good communicator
- -Computer processing
- -Time management
- -Detail oriented
Languages
English
Full Professional
Timeline
Call centre
Customer connect
02.2023 - 03.2025
Call centre manager
IntouchCX
05.2020 - 12.2022
Call centre representative
Tele-link solution
01.2019 - 02.2020
Certificate - Customer Success Certificate
York University