Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Mimi Joseph

Bilingual Customer Care
Markham ,ON

Summary

High-performing professional with 8 years of experience delivering high-impact work in the client relation industry. Skilled in developing strong internal and external relationships to facilitate collaborative of high-priority goals. Confident in ability to thrive in a fast-pace setting and leverage skills in Proficient in cash management, Customer Relations, Skilled problem solver, and Account updates, to enable team success. Committed to lifelong learning and going the extra mile to contribute to facilitate continuous improvement.

Overview

14
14
years of professional experience
2
2
Languages

Work History

Bilingual Customer Care Leve 2

School Specialty
07.2023 - Current
  • 'Managed over 50 customer calls per day.
  • Responded to customer calls and emails to answer questions about products and services.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Provided language translation services for customer service inquiries.
  • Utilized French proficiency to build relationships with French-speaking customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed timely and effective replacement of damaged or missing products.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Customer Service Team Lead

MONAT Global Corp.
09.2018 - 07.2023
  • Created, prepared and delivered monthly reports to track top product an sales to various departments.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Researched and corrected customer concerns to promote company loyalty.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Created customer support strategies to increase customer retention.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Develop and monitor Key Performance Indicators (KPIs) for department. Maintain average of QA to 90% and 92% of staff Adherence.
  • Conduct investigations and self-audits on regular basis while identifying root cause and implementation of corrective measures.
  • Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
  • Supporting execution of new launches, processes and procedures.
  • Act as primary point of contact for customer escalation.
  • Performing other related duties and special projects as requested.

Customer Service Representative

Dental Brands
07.2015 - 09.2018
  • Assigned to handle customer cases in both English and French for three companies (Dental Brands, Dental Deals, and Dental Wholesale Direct).
  • Processed incoming orders for three companies, including eBay Canada, eBay U.S.A., and Amazon.ca.
  • Entered and updated tracking information for online orders and followed up with shipping department to ensure that order goes out promptly.
  • Updated customers on status of items on backorder or that are discontinued.
  • Manage over 20 customer calls per day to provide detailed, personalized, friendly, and polite service.
  • Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests and to ensure customer retention.
  • Trained two new employees in customer service script recitation, conflict, and data entry practices.
  • Made detailed notes on each customer file. Efficiently utilize follow-up system to ensure effective time management and continuity in event of absence.
  • Served as backup of Net Agent Department, constantly exceeding production by processing online orders for three online websites.
  • Provided translation services to French customers as required.
  • Processed orders, and credits and tracked returns.
  • Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT), and Quality and Voice of Customer (VOC).
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Floor Supervisor, Cashier

Getoutside
09.2010 - 07.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Created price tags and merchandise signs.
  • Stocked, tagged and displayed merchandise as required.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Supported store manager in increasing month-to month sale revenue by 10%.
  • Recruited, hired and trained over ten new employees and developed them into productive team members with excellent product knowledge.
  • Build customer loyalty through exceptional customer service techniques and engaging in-store experience.
  • Responsible for performing store opening and closing procedures, including calculating daily financial deposits.
  • Managed inventory count following daily deliveries or merchandise and updated warehouse numbers monthly.
  • Looked after all outside vendor relations and transactions.

Education

Associate of Arts -

George Brown College
Toronto, ON
05.2001 -

Skills

    Training and mentoring

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Software

Microsoft Office

Excel

SpiceCSM / DataTrax / InContact – Login - NICE

Timeline

Bilingual Customer Care Leve 2

School Specialty
07.2023 - Current

Customer Service Team Lead

MONAT Global Corp.
09.2018 - 07.2023

Customer Service Representative

Dental Brands
07.2015 - 09.2018

Floor Supervisor, Cashier

Getoutside
09.2010 - 07.2015

Associate of Arts -

George Brown College
05.2001 -

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Mimi JosephBilingual Customer Care