Sarah Alabi
Montreal,Canada
Summary
Attentive Customer Service Manager with 7 years of experience leading teams and providing tailored solutions to customer concerns. Collaborative team developer implementing proactive training and quality assurance initiatives. Thrives under pressure and excels at multitasking to address competing demands. Committed to ensuring customer satisfaction by delivering exceptional service and support. Skilled in applying best practices for customer service and adept at investigating options to meet customer needs.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Power Financial Cooperation
07.2020 - 12.2023
- Studied company products and services to maintain relevant knowledge and deliver top-notch service
- Tracked labor, sales and inventory and managed operations to maximize returns
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Audited customer account information to identify issues and develop solutions
- Facilitated clear communication between distribution centers, carrier companies and customers to expertly resolve inquiries
BUSINESS SALES CONSULTANT
Ocr International Ltd
06.2018 - 07.2020
- Consulted with clients to close sales, identifying decision-makers and facilitating paths to communication conducive to minimizing negotiation time
- Learned and implemented strategies for upselling products and services and suggesting complementary products to maximize value of each transaction
- Answered phone calls to main retail line to engage callers and encourage in-person visits by providing valuable product and service information
- Executed marketing campaigns targeted towards meeting repeat business and referral objectives through continued engagement of past clients
- Collaborated with sales teams to understand customer requirements, promote sale of company products and to provide sales support
CUSTOMER SERVICE EXECUTIVE
Power factors
03.2016 - 05.2018
- Mentored new employees on procedures and policies to maximize team performance
- Improved customer service wait times to mitigate complaints
- Set up and activated customer accounts
- Answered inbound calls, chats and emails to facilitate customer service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Used proven techniques to de-escalate angry customers during telephone interactions
- Facilitated clear communication between distribution centers, carrier companies and customers to expertly resolve inquiries
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
Education
College - Business Administration
Algonquin College
Ottawa, ONSkills
- Listening skills
- Safety and security procedures
- Time management
- Cash transactions
- Regulatory compliance
- Relationship building
- Customer service
- Billing and filing
- Staff management
- Reporting and documenting
- Box office oversight
- Staff development
- Plan projects
- Concession operation
- Schedule oversight
- Build successful teams
- Policy administration
- Collaborate cross-functionally
- Performance reviewing
- Financial management
- Relationships with Customers
Languages
English
Full Professional
Timeline
Customer Service Representative
Power Financial Cooperation
07.2020 - 12.2023
BUSINESS SALES CONSULTANT
Ocr International Ltd
06.2018 - 07.2020
CUSTOMER SERVICE EXECUTIVE
Power factors
03.2016 - 05.2018
College - Business Administration
Algonquin College
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