Joel KEPSEU
Edmonton,AB
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the online commerce industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Nepsal Development Inc.
03.2019 - 08.2022
- Processed customer service orders promptly to increase customer satisfaction.
- Developed and updated databases to handle customer data.
- Updated account information to maintain customer records.
- Managed over 50 customer calls per day
- Increased sales over 10%
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Implemented and developed customer service training processes.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Promptly responded to inquiries and requests from prospective customers.
- Collected and returned unpurchased or returned items to proper shelf locations and arranged displays to promote sales.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service, and delivery concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies, and services.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned good reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Resolved associate, tool, and service delivery issues revealed by statistical reports.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Trained staff on operating procedures and company services.
- Actively listened to customers, handled concerns quickly, and escalated major issues to my supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Scaffolder
AlumaSafway
09.2022 - Current
- Disassembled scaffolding and equipment when projects were completed or after each shift according to strict schedules.
- Erected scaffolding for various jobs from construction projects to Oil sand.
- Followed OH&S regulations and safety standards when installing and working with scaffolding.
- Planned and executed work with proper tools and materials to maximize efficiency.
- Managed over three Crews simultaneously
- Facilitated harmonious working relationships with crew members to prevent problems and conflicts.
- Trained new employees on proper safety procedures for working on scaffolding.
- Inspected scaffolding for safety and structural integrity before each use.
- Assembled, erected, and dismantled scaffolding structures to meet project needs.
- Verified all scaffolding materials were stored safely and securely.
Education
Bachelor of Science - Thermal Engineering And Energy
Univeristy of Technology of Douala
Douala Cameroon10.2010
Associate of Applied Science - Thermal Engineering And Energy
University Institute of Technology
Ngaoundere, Cameroon10.2005
Skills
- Microsoft Excel
- Report Preparation
- Senior Leadership Support
- Microsoft Word
- Order Fulfillment
- Microsoft PowerPoint
- Staff Training
- Stocking and Replenishing
- Active Listening
- Fleet Dispatching
- Managing Multiple Tasks
- Process Optimization
- Critical Thinking
- Coordination
Timeline
Scaffolder
AlumaSafway
09.2022 - Current
Customer Service Representative
Nepsal Development Inc.
03.2019 - 08.2022
Bachelor of Science - Thermal Engineering And Energy
Univeristy of Technology of Douala
Associate of Applied Science - Thermal Engineering And Energy
University Institute of Technology
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