Narcia K. Kaseya
Calgary,Canada
Summary
Conscientious about managing customer concerns to last detail. Top-notch abilities in servicing accounts, processing payments and scheduling appointments. Experienced in accurately completing complex paperwork to support customer needs.
Overview
6
6
years of professional experience
Work History
Bilingual customer support
Randstad
11.2024 - Current
- Greet customers efficiently in a friendly manner
- Ensure customer satisfaction and provide professional customer support
- Maintain a positive, empathetic and professional attitude toward customers at all times
- Keep records of customer interactions, transactions, comments and complaints
- Acknowledge and resolve customer complaints
- Open and maintain customer accounts by recording account information
- Process orders, forms, applications, and requests
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Communicate and coordinate with colleagues as necessary
- Provide feedback on the efficiency of the customer service process
- Manage a team of junior customer service representatives
- Respond promptly to customer inquiries
- Receive monthly training on new and existing products
- Investigate complicated customer questions with the research team, and occasionally the Quality Control team
- Make suggestions on AOR products for customers based on a condition or symptom they might be trying to correct
- Assist the Customer Excellence Manager as necessary
- Assist Marketing, Shipping, and Finance department
- Office Administration skills
Administration Assistant
Gofor
11.2023 - 11.2024
- Interacted with customers by phone, email, or in-person to provide information
- Coordinated communications, registration, record keeping and other administrative functions
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events
- Maintained electronic and paper filing systems for easy retrieval of information
- Performed routine clerical tasks by scanning, filing and copying documents
- Screened phone calls to take messages and route calls to appropriate personnel
- Created and maintained databases to track and record customer data
- Scheduled office meetings and client appointments for staff teams
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Completed clerical tasks such as filing, copying, and distributing mail
- Monitored security to help maintain equipment, data and information safety
- Managed filing system, entered data and completed other clerical tasks
- Organized meetings for executives and coordinated availability of conference rooms for participants
- Delegated tasks to administrative support staff to organize and improve office efficiency
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Organized spaces, materials and catering support for internal and client-focused meetings
IT SUPPORT PROFESSIONAL
Teema
03.2022 - 10.2023
- Installing and configuring computer hardware, software, systems, networks, printers, and scanner
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
Scheduling Assistant
TEEMA
06.2019 - 02.2022
- Worked with manager and supervisor to plan and coordinate production schedules.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Learned and adapted quickly to new technology and software applications.
- Supported senior company leaders by delivering reports outlining performance to drive process improvements.
Education
No Degree - Network System Management
Cdi College
Calgary, AB05-2018
Skills
- Bookkeeping support
- Residential customer support
- Bilingual oral communication
- Customer and vendor relations
- Telephone customer support
- Supportive
- Customer requirements analysis
- Friendly customer service
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual customer support
Randstad
11.2024 - Current
Administration Assistant
Gofor
11.2023 - 11.2024
IT SUPPORT PROFESSIONAL
Teema
03.2022 - 10.2023
Scheduling Assistant
TEEMA
06.2019 - 02.2022
No Degree - Network System Management
Cdi College
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