MICHAEL KOFFI

• Manage inbound customer calls regarding standard PC optimum card inquiries, transactions, account maintenance and online support
• Provide account management information
• Update customer account information
• Respond to customer inquiries in pleasant and professional manner
• Analyze customer inquiries and identify solutions.
• Handle customer inquiries and suggestions courteously and professionally.
• Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.

I had a promotion 6 months after being hired and started doing emails

• Provide account management information and update customer account information
• Respond to customer inquiries in pleasant and professional manner
• Analyze customer inquiries and identify solutions to meet their needs

March 2023 (Supervisor Floor Support agent)

• Provide guidance, coaching, and oversight to frontline customer service representatives.
• Monitor operations to ensure adherence to company policies and standards.
• Resolve complex customer issues and escalated matters effectively.
• Optimize team performance through coaching, training, and resource allocation.
• Conduct quality assurance assessments and analyzed performance metrics.
• Collaborate with management to identify opportunities for process improvement and enhanced customer satisfaction.

• Regularly checked general accommodation to fulfill requests from employees
• Successfully completed 3 TO 5 requests per clients
• Set up hearing rooms according to requirements of clients
• Provided good customer service by meeting customers' expectations.
• Contributed to positive work environment with strong interpersonal skills and proactive teamwork attitude.
• Worked closely with management to provide effective assistance for specific aspects of business operations.
• Monitored and ordered supplies and materials to keep office well stocked.

• Assisted "Velo Vanier" Project Manager in implementation of project
• Kept project database up to date
• Entered data in database
• Conducted trainings to increase awareness about benefits of riding bike and how to ride bike
• Drafted Project Reports.
• Completed multiple tasks simultaneously to optimize project completion.
• Maintained high level of accuracy in all project documentation, ensuring consistency and clarity throughout lifecycle of projects.
• Enhanced team communication by organizing and maintaining accurate documentation of meeting notes, action items, and followups.
• Maintained well-organized document repository for easy access to vital information during lifecycle of projects.
• Handled administrative duties, filing, and errands.

• Looked over children from 5 to 13 years old
• Helped with camp logistics
• Lead kids in their work.

• Provided logistic support to United Way team
• Handed out snacks and water to runners
• Delivered Prizes.
• Assisted with special events and programs.
• Maintained clean, neat, and operational facilities to serve program needs.