Summary
Overview
Work History
Education
Skills
Personal Qualifications
Personal Information
Languages
Timeline
Generic

Mabondo Sara Malayi

Etobicoke,ON

Summary

Experienced Customer Service Representative fluent in English and French language. Professional employee with 7 years of dedication to providing excellent service to current and new customers. Comfortable working in fast-paced environment enhancing customer experiences by employing service-oriented behaviors. Capable of attending to incoming and outgoing calls, product questions, issue resolution and order processing.

Overview

7
7
years of professional experience

Work History

HR Customer Care Representative

Alight Solutions
04.2018 - Current
  • Managed 30 inbound and outbound calls per day
  • Provided education, transactional support, and resolving complex HR policies and financial issues for CIBC Bank employees
  • Multitasking between 3 or more client specific systems per call to investigate ongoing casework
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Team Manager

McDonald's Canada
04.2017 - 04.2018
  • Managed upwards to 15 team members per shift and upholding restaurant policies and procedures
  • Performed administrative tasks by preparing weekly cash sheets
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
  • Mitigated potential conflicts among team members by promoting open communication and fostering positive environment.

Education

Bachelor of Arts - Sociology

York University
Toronto, ON
04.2024

Skills

  • Inbound Call Management
  • Policies and Procedures Adherence
  • Call center experience
  • CRM software proficiency
  • Problem-Solving
  • Teamwork and Collaboration
  • Customer Account Management
  • French Fluency

Personal Qualifications

  • Available to work weekdays, weekends and evenings, with rotating shifts.
  • Detail oriented with an ability to multitask while still meeting required deadlines in an organized manner.
  • Able to work independently with excellent self-time management.
  • Ability to think critically, creatively, and positively under pressure.
  • Technology Skills: Proficient with Word, Excel, PowerPoint, Customer relationship management software, Call routing and Troubleshooting

Personal Information

Title: Customer Service Specialist

Languages

French
Full Professional
English
Native or Bilingual

Timeline

HR Customer Care Representative

Alight Solutions
04.2018 - Current

Team Manager

McDonald's Canada
04.2017 - 04.2018

Bachelor of Arts - Sociology

York University

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Mabondo Sara Malayi