Ngwiniform Queenceline
Ottawa
Summary
Dedicated Customer Service Representative with over 4 years of experience in customer relations. Motivated to maintain customer satisfaction and to contribute to the success of the organization. Proven ability to establish rapport with clients and exceed targets on the production floor.
Overview
5
5
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE/SALES (part-time)
Marche Mboppi
06.2024 - 08.2024
- Ensure damaged and expiry products
- Submit orders by referring to price lists and product literature
- Attaching pricing labels
- Manage return of merchandise
- Answer customers' questions about specific products/services.
CUSTOMER SERVICE/CASHIER
URBAN PLANET
02.2024 - 05.2024
- Manage transactions with customers using cash registers
- Scan goods and ensure pricing is accurate
- Issue receipts, refunds, change or tickets
- Cross-sell products and introduce new ones
- Resolve customer complaints, guide them and provide relevant information
- Greet customers when entering or leaving the store
- Bag, box or gift-wrap packages.
CUSTOMER SERVICE REPRESENTATIVE
MTN
01.2020 - 12.2023
- Promptly handle an average of 80 customer inquiries and complaints per day with 96% customer satisfaction
- Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending products to existing customers
- Documented customer interactions to reduce onboarding time by 15% when new customers interact with customers
- Increased average customer size for new customers by 14% by understanding needs and recommending the right products
- Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution by 19%
- Maintained up-to-date customer records in HubSpot CRM while interacting with customers across emails, phone, and social media.
Education
Bachelor Degree - Combined Mathematics and Computer Science
University of Bamenda
01.2021
Skills
- Data Entry
- Attention to details
- Customer service
- Multi-tasking
- Critical and analytical skills
- Organizational skills
- Communication skills
- CRM Systems
- Metrics evaluation, Outlook and PowerPoint reporting
- Time management
- Strategic Planning
- Good computer skills; MS Word, Excel/Spreadsheet
Languages
English
Native or Bilingual
French
Limited Working
Certification
Google Data Analyst
Timeline
CUSTOMER SERVICE/SALES (part-time)
Marche Mboppi
06.2024 - 08.2024
CUSTOMER SERVICE/CASHIER
URBAN PLANET
02.2024 - 05.2024
CUSTOMER SERVICE REPRESENTATIVE
MTN
01.2020 - 12.2023
Bachelor Degree - Combined Mathematics and Computer Science
University of Bamenda
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