Mudeh Mbacham
Brampton
Summary
Dynamic Bilingual Customer Service Representative with over 7 years of experience across diverse industries. Expertise in resolving customer inquiries through phone, email, and live chat, with a consistent record of managing over 150 calls daily. Proven ability to uphold high customer satisfaction standards while providing product training and cross-functional collaboration. Equipped with a Bachelor's degree in Bilingual Studies, ready to leverage unique communication skills and customer service excellence to enhance customer experiences.
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Service Representative
Precise Parklink
05.2022 - Current
- Responded to customer inquiries via phone, email, and live chat, effectively resolving complaints in a timely manner
- Utilized various software tools such as Commend Studio to track customer interactions and ensure efficient resolution of requests
- Collaborated with cross-functional teams to resolve complex customer issues, enhancing overall service efficiency
- Maintained high levels of customer satisfaction by providing precise information and tailored solutions
- Delivered product and service training to customers to enhance their understanding and satisfaction
- Addressed customer questions promptly and provided updates on feedback and anticipated wait times
- Trained new hires on company policies and procedures, offering ongoing support for seamless integration
- Managed over 150 calls daily, maintaining high standards of service delivery
Bilingual Customer Service Representative
Manulife bank of Canada
01.2019 - 04.2022
- Handled inbound calls from credit cardholders with professionalism and efficiency
- Assisted cardholders with account inquiries, billing issues, payment arrangements, financial planning, and service promotions
- Guided customers through credit line adjustments, disputes, and account education
- Collaborated with clientele to effectively resolve credit disputes, enhancing customer trust
- Allocated payments directly into customers' accounts, ensuring compliance with satisfaction standards
- Maintained and exceeded the bank's established quality, compliance, and customer service benchmarks
- Documented each customer's account interactions, including outcomes, to ensure thorough follow-up
- Recorded chat interactions and categorized results as resolved or escalated for better tracking
Bilingual Customer Service Representative
MTN Cameroon
01.2014 - 10.2018
- Managed high volumes of inbound and outbound customer calls, delivering exceptional service
- Handled customer inquiries about product features, benefits, and availability with clarity
- Maintained comprehensive knowledge of products, promotions, and services to provide informed recommendations
- Resolved customer issues and complaints using diverse techniques, including effective problem-solving and negotiation
- Assisted customers with technical issues while providing troubleshooting support to enhance user experience
- Collaborated with team members to ensure a seamless customer support lifecycle
- Processed customer orders, tracking, and returns, ensuring accuracy and timely delivery
- Contributed to the company's sales growth by consistently meeting and surpassing individual and team sales targets
Education
Master of Arts - Teaching And Pedagogy
Higher Teacher's Training College
Yaounde-Cameroon11-2013
Bachelor of Arts - Bilingual Studies
University of Yaounde 1
04.2011
Skills
- Record Keeping
- Typing
- CRM Platforms
- Communication
- Leadership
- Time Management
- Team Player
- Attention To Detail
- Bilingual
- Call center experience
- Call management
- Client relationship management
- Conflict resolution
Languages
English
Full Professional
French
Full Professional
Interests
- Interior Design
- Participate in local theater productions, enhancing my public speaking and teamwork skills
- Volunteer Work
- Personal Development and Self-Improvement
- Dancing
- Music
- Outdoor Recreation
Timeline
Bilingual Customer Service Representative
Precise Parklink
05.2022 - Current
Bilingual Customer Service Representative
Manulife bank of Canada
01.2019 - 04.2022
Bilingual Customer Service Representative
MTN Cameroon
01.2014 - 10.2018
Master of Arts - Teaching And Pedagogy
Higher Teacher's Training College
Bachelor of Arts - Bilingual Studies
University of Yaounde 1
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