Sacris Mwanza
Edmonton,AB
Summary
Adept Customer Service Representative with a proven track record at Edmonton International Airport, excelling in conflict resolution and Microsoft Excel. Enhanced customer loyalty through empathetic dispute management and efficient problem-solving, while mentoring new hires for seamless team integration. Demonstrated expertise in critical thinking and administrative support, significantly improving user experience and operational efficiency.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Edmonton International Airport
02.2021 - Current
- 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.
- Processed on average 15 customer service orders a day promptly to increase customer satisfaction.
- Provided coaching and mentoring to 5 new hires, contributing to their successful integration into the team.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service (call Center)
Foundever
01.2019 - 01.2021
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly. (Approximately 100 calls a day)
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Consistently met or exceeded monthly performance metrics for call quality, adherence to schedule, and efficiency.
Education
High School Diploma -
BAIA
SOUTH AFRICA (JOHANNESBURG)06.2019
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Conflict Resolution
Microsoft Excel
Payment Processing
Call Center Operations
Scheduling
Microsoft PowerPoint
Administrative Support
Staff Training
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Service Representative
Edmonton International Airport
02.2021 - Current
Customer Service (call Center)
Foundever
01.2019 - 01.2021
High School Diploma -
BAIA
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