LEONIE KADILU MWENGA
Ottawa,ON
Summary
Proven achiever with experience at RAWBANK, adept in customer communications and problem-solving, significantly enhancing customer satisfaction and retention. Skilled in call center operations and team development, I excel in driving results through strategic thinking and empathetic service, ensuring high productivity and client engagement.
Proficient call center agent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
1
1
year of professional experience
Work History
Call Center Agent
RAWBANK
Kinshasa,DRC
12.2022 - 04.2023
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Participated in ongoing training sessions to stay updated on company policies and procedures, ensuring the highest quality of service for clients.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Sales and Marketing Assistant
OGEFREM
Kinshasa,DRC
05.2022 - 08.2022
- Assisted call-in customers with questions and orders.
- Improved social media presence by creating engaging content that resonated with target audiences, driving follower growth and enhancing brand recognition.
- Boosted sales revenue by developing and implementing targeted marketing strategies.
- Coordinated trade shows and events to showcase products, resulting in increased customer engagement and potential business opportunities.
- Enhanced client relationships through regular communication, addressing concerns, and providing prompt solutions.
- Developed strong relationships with vendors and negotiated contracts, achieving cost savings on promotional materials purchases.
- Supported sales team by providing timely updates on inventory levels, ensuring adequate stock availability for meeting customer demands.
Education
Bachelor of Science - in Business Specializing in Marketing
University of Ottawa
Ottawa, ON08.2023
Skills
- Call Center Operations
- Customer communications
- Payment Processing
- Team Development
- Technical Support
- Data Entry
- Problem-solving skills
- Appointment Setting
- Typing Speed
Languages
French
Native or Bilingual
English
Professional Working
Timeline
Call Center Agent
RAWBANK
12.2022 - 04.2023
Sales and Marketing Assistant
OGEFREM
05.2022 - 08.2022
Bachelor of Science - in Business Specializing in Marketing
University of Ottawa