Sandrine Mukhanoheli
Kitchener,ON
Summary
I am a hardworking and passionate job seeker with strong organizational skills eager to secure the position as a Citizen Support Representative. I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude. In addition to this, I am a detail-oriented team player with strong organizational skills and with the ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Escalation Support Provider
Rogers Communications
05.2018 - Current
- Assisting customers with product inquiries, Address any follow up questions, confirm first bill expectations and inspire confidence
- Assisting over 50 calls per day by resolving customer issues in a fair and objective manner while building rapport
- Assisted customers in getting the most from their products by determining need
- Maintained customer loyalty and confidence by providing a consistently positive customer experience.
- Supported quality of service through one contact resolution
- Consistently met performance-based goals and sales targets
Direct Support Provider
Parents for Community Living
12.2017 - Current
- Providing supportive care to individuals with developmental disabilities, behavioral challenges, and/or other disabilities.
- Administering and managing medication.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness
- Developed rapport to create safe and trusting environment for care
- Developed and implemented individualized care plans to meet individual needs of each client
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship
- Recorded status and duties completed in logbooks for management
- Completed regular check-ins and progress report for each client
Jewelry Consultant
Mappins Jewelers- Fairview Park Mall
08.2016 - 10.2017
- Assisting guests with purchasing jewelry
- Answering any questions about the pieces and general inquiries about our services
- Processing guests’ transactions correctly and in a timely fashion
- Optimized inventory, security and budget controls to keep business operating at streamlined, efficient and cost-effective levels,
- Managed and strengthened operations at Mappins jewelry operation by maintaining sales targets
Customer Service Representative/Community Manager
Regus
08.2015 - 08.2016
- Ensuring client records and invoices are up to date
- Attending to clients’ needs and inquiries.
- Manage the reception area, meeting rooms and business lounges.
- Ensure client satisfaction and resolve clients' concerns and disputes in timely manner.
- Built positive rapport and relationships for high levels of customer satisfaction
- Developed customer service initiatives to improve performance and uplift satisfaction scores
- Measured and improved customer satisfaction through feedback surveys and analysis
Interviewer
Access Research
09.2014 - 08.2015
- Conducted interviews with respondents
- Collected data and represented data accurately
- Conducted interviews with participants to assess eligibility
- Prepared and sent interview confirmation letters to candidates to confirm interview arrangements
- Completed surveys by rechecking contact information before ending each call
Customer care representative, Data entry clerk
Nordia Inc
09.2013 - 08.2014
- Processed customer’s orders for various services
- Ensured customer’s orders were accurate and addressed concerns and questions about customer’s orders
- Responded to customer needs through competent customer service and prompt problem-solving
- Analyzed customer feedback for process improvements to achieve long-term business objectives
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Customer care representative
Arvato digital services
06.2013 - 09.2013
- Took customers calls and assisted them with any inquiries about their accounts
- Assisted customers with financial transactions on their accounts
- Responded to customer needs through competent customer service and prompt problem-solving
- Maintained and managed customer files and databases
- Analyzed customer feedback for process improvements to achieve long-term business objectives
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Promptly responded to inquiries and requests from prospective customers
Electronic assembler
Research in motion (Adecco employment agency)
02.2013 - 05.2013
- Assembling cellular phone components
- Inspecting units for defects
Customer care representative
Arvato digital services (Express Employment Solutions)
10.2012 - 12.2012
- Take customers calls and assist them with any inquiries about their accounts
- Assist customers with their online purchases
Cashier
Tim Horton’s, homer Watson boulevard, Kitchener ON, Canada
10.2011 - 10.2012
- Serve guests and ensure that their orders are correct
- Receive guest’s payments and ensure that the right amount of money is given and received
Packager
Brick breweries, Kitchener, ON, Canada
06.2011 - 08.2011
- Mark and label containers, container tags or products using marking tools.
- Examine and inspect containers, materials and products in order to ensure that packing specifications are met.
- Obtain, move and sort product materials.
Packager
Jarden home brands, Kitchener, ON, Canada
03.2011 - 05.2011
- Sorting and packing fire logs
Office maintenance (volunteer)
African Great Lakes Refugee Program.
01.2008 - 01.2010
- General office maintenance.
- Main duties included maintaining and record keeping of financial records.
- Ensured that clients’ information was up to date.
Education
Associate of Science - Practical Nursing
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON07.2025
Skills
- Over five years’ experience working in customer care/contact center
- Strong written and verbal communication, interpersonal and organizational skills entering data, follow scripts, maintaining records,
- Excellent computer skills, proficient in Microsoft word, excel, PowerPoint, and outlook
- Determined, hardworking and motivated
- Honest, Empathetic, patient, trustworthy and responsible, able to work with minimal supervision
- Strong commitment to cooperative team work and cross-functional collaboration
- Quick learner, strong problem solving skills, self-starter
- Critical Thinker, Actively contributes to process improvement,
- Quick learner, strong problem solving skills and a self-starter
- Critical Thinker, Actively contributes to process improvement,
Educational Training
- Conestoga College, 09/01/17, Present, Diploma in Practical Nursing
- Conestoga College, 09/01/16, 04/01/17, Pre-Health Sciences
- Ryerson University, 09/01/14, 04/01/15
- St Louis Adult Learning Center, 09/01/11, 06/01/14, Ontario High School Diploma
- St Francis Computer College, 03/01/09, 06/01/09, Computer training
- Moi Girls High School- Nairobi, 2005, 2008, Kenya Certificate of Secondary Education
- Imara Primary School, 1997, 2004, Kenya Certificate of Primary Education
Hobbies and Interests
- Traveling
- Dancing
- Reading books
- Listening to music
- Learning new things
References
References available upon request.
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
French
Limited Working
Timeline
Escalation Support Provider
Rogers Communications
05.2018 - Current
Direct Support Provider
Parents for Community Living
12.2017 - Current
Jewelry Consultant
Mappins Jewelers- Fairview Park Mall
08.2016 - 10.2017
Customer Service Representative/Community Manager
Regus
08.2015 - 08.2016
Interviewer
Access Research
09.2014 - 08.2015
Customer care representative, Data entry clerk
Nordia Inc
09.2013 - 08.2014
Customer care representative
Arvato digital services
06.2013 - 09.2013
Electronic assembler
Research in motion (Adecco employment agency)
02.2013 - 05.2013
Customer care representative
Arvato digital services (Express Employment Solutions)
10.2012 - 12.2012
Cashier
Tim Horton’s, homer Watson boulevard, Kitchener ON, Canada
10.2011 - 10.2012
Packager
Brick breweries, Kitchener, ON, Canada
06.2011 - 08.2011
Packager
Jarden home brands, Kitchener, ON, Canada
03.2011 - 05.2011
Office maintenance (volunteer)
African Great Lakes Refugee Program.
01.2008 - 01.2010
Associate of Science - Practical Nursing
Conestoga College Institute of Technology And Advanced Learning
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