Sarah Kazadi Muela

• Created customer support strategies to increase customer retention.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Promote Rogers MasterCard.

• Assisted employee training initiatives, contributing to the development of well-rounded retail professionals.
• Assist store representatives in completing customer's orders.
• Promote Rogers/Fido products( the TV bundle, home security, MasterCard, etc.)
• Managed approximately 30 inbound calls per day.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Answered approximately 30 phone calls and emails to provide information, resulting in effective business correspondence
• Managed physical and digital files, monitored spreadsheets, and updated reports to coordinate project materials
• Directed customer communication to appropriate department personnel
• Organized files, developed spreadsheets, faxed reports and scanned documents, and maintained the front desk and reception area in a neat and organized fashion
• Pleasantly welcomed visitors answered phone calls and maintained the front reception desk
• Kept office equipment functional and supplies well-stocked to promote efficient operations
• Handled incoming calls and directed callers to the appropriate department or employee.

Welcome patrons to the front desk and engage in friendly conversations while conducting the check-in process

• Received approximately 30 incoming calls and coordinated with staff to fulfill customer requests
• Greeted visitors to provide information and direct them to appropriate personnel
• Signed for packages, recorded deliveries, and distributed to personnel.