Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

SAFIKOUBOURA BAH

Toronto,ON

Summary

Customer service-oriented professional with a certification in Customer Service Collège la Cité. Eager to contribute my strong organizational, communication, and customer retention skills to a dynamic company. Adept at creating client loyalty and satisfaction with a positive attitude. Capable of working both independently and within a team, managing multiple tasks in a high-pressure environment. Flexible, self-motivated, and dynamic, with flexible availability for evenings and weekends.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Wolters Kluwer
01.2023 - Current
  • Analyzing customer issues with software or services, providing effective solutions quickly
  • Using clear and concise language to explain troubleshooting steps to clients, ensuring a smooth experience
  • Empathy and active listening to address client concerns and ensure a positive customer experience
  • Dedication to resolving issues in a timely manner, ensuring customer satisfaction and long-term client retention
  • Managing multiple support inquiries or issues simultaneously while maintaining attention to detail and ensuring quality service
  • Prioritizing tasks effectively in a fast-paced environment to meet service level agreements (SLAs)
  • Quickly learning new tools and technologies as Wolters Kluwer releases updates or new products
  • Handling frustrated or dissatisfied clients with a calm, solution-focused approach, de-escalating challenging situations
  • Collaborating with internal teams to resolve technical issues and ensure the client receives the best possible outcome
  • Understanding industry regulations that might impact customer inquiries, providing support that adheres to relevant compliance standards
  • Ability to guide clients through legal or tax-related software, ensuring that they understand the product’s compliance features

Administrative Officer

Young Hope Foundation Ontario
10.2022 - 12.2022
  • Standardized office structures and processes to promote collaboration and increased performance
  • Analyzed data related to administrative costs and spending trends to prepare budgets for personnel
  • Prepared agendas and took notes at meetings to archive proceedings
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers

Customer Service Representative

NTT
07.2021 - 09.2022
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Fielded customer complaints and queries, fast-tracking for problem resolution
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification
  • Set up and activated customer accounts
  • Improved customer service wait times to mitigate complaints
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions

Customer Service Advisor/Cashier

Tim Hortons
03.2020 - 07.2021
  • Greet customers to provide an exceptional quality of service
  • Answer inquiries and provide information to customers
  • Receive payment by cash, credit cards, vouchers, or automatic debits
  • Resolve customers complaints by guide them and provide relevant information
  • Satisfy demand in a fast-paced and multitasking work environment

Family Caregiver

D’Accueil Héritage
01.2019 - 07.2020
  • Maintained clean and well-organized environment for client happiness and safety
  • Observed patients for changes in physical, emotional, mental or behavioral condition and injuries
  • Assisted with meal planning to meet nutritional plans
  • Followed care plan and directions to administer medications
  • Supported bathing, dressing and personal care needs
  • Liaised between doctors and patients about care plans, progress and changing health conditions

Education

DEC - Customer Services Advisor

Collège La Cité
Toronto, ON
09.2020

WHMIS 2015 certificate -

College La Cité
01.2020

Caregiver worker -

Collège La Cité
Toronto, Canada
01.2019

COSTI - ESL

And Integration Programme
04.2018

University's degree - business law

University of Nongo
01.2016

Secondary School Diploma -

Kipé High School
Toronto, ON
01.2009

Skills

  • Bilingual FRENCH ENGLISH
  • Customer service
  • Microsoft Office (Word, Excel, PowerPoint)
  • Driving license class G
  • First aid and safety
  • Community activities
  • Client documentation
  • Community integration
  • Care plan management
  • Case management experience
  • Compassionate client care
  • Records management
  • Records maintenance
  • Case management
  • Coordination skills
  • Customer service excellence
  • Strong communication and interpersonal skills
  • Ability to manage time and priorities effectively
  • Conflict resolution and problem-solving
  • Adaptability to changing environments
  • Team collaboration and autonomy
  • Proficiency with CRM systems and Microsoft Office Suite
  • Flexibility with work hours (available evenings and weekends)
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations

Languages

French
Native or Bilingual
English

Timeline

Customer Service Representative

Wolters Kluwer
01.2023 - Current

Administrative Officer

Young Hope Foundation Ontario
10.2022 - 12.2022

Customer Service Representative

NTT
07.2021 - 09.2022

Customer Service Advisor/Cashier

Tim Hortons
03.2020 - 07.2021

Family Caregiver

D’Accueil Héritage
01.2019 - 07.2020

WHMIS 2015 certificate -

College La Cité

Caregiver worker -

Collège La Cité

COSTI - ESL

And Integration Programme

University's degree - business law

University of Nongo

Secondary School Diploma -

Kipé High School

DEC - Customer Services Advisor

Collège La Cité

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