Summary
Overview
Work History
Education
Skills
Languages
Timeline
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SHANEL FIETSOP

Windsor,QC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. I am very bilingual in English and French. Committed to maintaining professional relationships to increase profitability and drive business goals

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Best Buy
08.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Gained customer trust by providing knowledgeable and accurate information in both English and French.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Met all call quality standards and daily quotas for first-call resolution.

Bilingual Call Center Agent

MTN Communications
01.2021 - 07.2022
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Processed debit and credit card and electronic check payments.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative

UBA Bank
01.2019 - 01.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Educated customers about available services, products and bank resources.
  • Processed various transactions with accuracy and according to bank standards and legal requirements.
  • Went above and beyond with service to promote loyalty and support bank goals.
  • Investigated disputes and handled suspected fraud with diligence and attention to detail.

Education

ORACLE DATABASE

IMIT
DOUALA, CAMEROON
08.2023

Associate of Arts - English And French

University of Buea
Buea, Cameroon
12.2018

Skills

  • Account Updating
  • Information Security
  • Product Knowledge
  • Consultative Sales
  • Scheduling
  • Complaint Resolution
  • Data Entry
  • Report Generation
  • Microsoft Office
  • Sales Promotion

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Customer Service Representative

Best Buy
08.2022 - Current

Bilingual Call Center Agent

MTN Communications
01.2021 - 07.2022

Customer Service Representative

UBA Bank
01.2019 - 01.2021

ORACLE DATABASE

IMIT

Associate of Arts - English And French

University of Buea

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SHANEL FIETSOP