RINCESIE EWELISANE AKO-EGBE
Brampton,ON
Summary
Dedicated and enthusiastic customer service professional with over 3 years of experience
handling customer inquiries, resolving customer complaints, and providing support though
multiple channels including phone, email, and chat. Passionate about building sustainable
customer relationships, driving brand loyalty and increasing customer engagement.
Overview
4
4
years of professional experience
Work History
Help Desk Analyst Tier 1
EXPERIENCE
Skybridge
Credit Card Customer Service Representative
RBC Royal Bank
02.2024 - 07.2024
- Assisting with credit card payment authorization
- Handling inquiries about credit card features
- Providing information on credit cashback offers
- Assisting with dispute resolution for unauthorized charges
- Handling inquiries about credit card enquiries
- Handling request for statements copies
- Assisting clients with card activation and replacement
- Verifying customers identity for security purposes
Sales Rep
Precise Parklink Toronto
05.2022 - 09.2023
- Developed and maintained strong customer relationships and networks within designated sales territory
- Communicated product features, advantages, and benefits to customers
- Adapted to and remained flexible in changing, fast-paced work environment
- Managed customer accounts by providing accurate information on product availability and pricing
- Identified areas of improvement in existing processes and implemented solutions accordingly.
- Provide product and service training to customers to increase their understanding and satisfaction
- Manage over 150 calls on a daily basis
- Respond to customer inquiries via phone, email, and live chat resolved customer complaints in a timely and effective manner
Technical Support 24-7
Intouch
09.2021 - 05.2022
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Configured and tested new hardware and software
- Handled customer complaints and escalated issues according to procedures
- Monitored incoming calls from customers regarding hardware and software issues; provided timely resolutions
- Improved system performance by identifying problems and recommending changes.
Customer Service Representative
MTN
06.2020 - 12.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Educate clients on MTN’s benefits and features
- Collaborate with other team members to ensure the full customer support lifecycle is 100% covered on daily basis
Education
Diploma in business management -
Catholic university of Cameroon
06.2022
Advanced level certificate in Applied Science - Marketing
NCHS
Limbe Cameroon06.2019
Skills
- B2B Sales
- Customer Retention Abilities
- Prospecting Skills
- Technological Knowledge
- Maintaining Customer Database
- Problem-Solving Strengths
- Empathy
- Patience
- Attention to detail
- Multitasking
- Focus under pressure
- Data entry
Languages
English
Native or Bilingual
References
References available upon request
Technical skills
- Call centre
- Quality control
- Microsoft office
- Payment processing systems
- Record keeping
- Data entry
Timeline
Credit Card Customer Service Representative
RBC Royal Bank
02.2024 - 07.2024
Sales Rep
Precise Parklink Toronto
05.2022 - 09.2023
Technical Support 24-7
Intouch
09.2021 - 05.2022
Customer Service Representative
MTN
06.2020 - 12.2021
Help Desk Analyst Tier 1
EXPERIENCE
Skybridge
Diploma in business management -
Catholic university of Cameroon
Advanced level certificate in Applied Science - Marketing
NCHS