Orphelia Mwambi
ON
Summary
Experienced in customer service with a passion for criminal law and a commitment to justice. A diligent and detail-oriented criminal law student adept at problem-solving and critical thinking. Possesses a solid foundation in legal principles, coupled with exceptional communication skills honed through customer interactions. Eager to leverage customer service expertise to contribute effectively in legal settings while pursuing a career in criminal law.
Overview
7
7
years of professional experience
Work History
Client Experience Lead - Beauty Advisor
Sephora
03.2021 - 10.2023
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
Client Success
Coinsqaure
05.2019 - 01.2021
- Fielded incoming phone calls to support line, solving problems in real-time or escalating call to appropriate team member.
- Followed documentation and training materials to diagnosis, resolve and escalate client support tickets.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Documented and updated customer records in intercom to record interactions and facilitate follow-up.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Enhanced financial 80% transactions by efficiently processing and managing currency deposits within BMO banking system.
- Performed thorough verification of essential documents, including identification and proof of address, to validate eligibility within prestigious cryptocurrency institution.
Cashier Assistant Manager
Loblaws Enterprise
08.2016 - 06.2019
- Operated cash register for cash, check and credit card
transactions with excellent accuracy levels. - Drove staff to exceed promotional objectives by motivating closings through contests and other motivational strategies
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance. Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
Education
Bachelor of Arts - Law & Political Science - International Relations
Carleton University
Ottawa, ONSkills
- 7 Years in Customer Service
- Fluent in both French and English
- Aptitude for analyzing complex legal issues, statutes, and case law to form sound legal arguments and strategies
- Excellent Verbal & Written Communication
- Organization and Time Management
- Excellent problem solving skills
- Dependable and Responsible
- Expert in Microsoft, Intercom, and Social Media platforms
- Proficient in deciphering and implementing policies, procedures, and legal statutes
- Calm and Professional Under Pressure
- Creative and Open Minded
- Strategic Development
Volunteer Work
Carleton BIPOC Women's Law Society - Social Media Rep
- Collaborate closely with the President to develop and implement the society's vision, goals, and strategies.
- Strong passion for social justice, equity, and inclusivity.
- Understanding of the unique challenges faced by BIPOC women in the legal field.
- Assist in organizing fundraising events and campaigns to ensure the financial sustainability of the society.
- Coordinated social media platforms including; Tik Tok, Twitter and Instagram
- Organized and promoted events
Timeline
Client Experience Lead - Beauty Advisor
Sephora
03.2021 - 10.2023
Client Success
Coinsqaure
05.2019 - 01.2021
Cashier Assistant Manager
Loblaws Enterprise
08.2016 - 06.2019
Bachelor of Arts - Law & Political Science - International Relations
Carleton University
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