Sheila L. Wuissua
Toronto
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Black and McDonalds
04.2019 - 05.2020
- Handled customer inquiries, complaints, and concerns in a timely and professional manner
- Demonstrated excellent communication skills, both verbal and written
- Developed strong relationships with customers by providing personalized service
- Utilized problem-solving skills to identify and resolve customer issues
- Analyzed customer feedback and used the data to improve customer service
- Acted as a liaison between customers and internal departments
- Adhered to company procedures and policies to ensure customer satisfaction
- Assisted customers with product and service inquiries
- Consistently generated and delivered call reports in accordance with established requirements
- Proficient in telephone handling, order taking, file organization, and operation of office equipment
Customer Service Representative
Terra Foodmart (HQ)
07.2020 - 01.2022
- Worked in a team environment to ensure customer inquiries were answered promptly and accurately
- Handled customer complaints and inquiries in a professional and courteous manner
- Performed daily customer service related tasks such as data entry and order processing
- Coordinated with other departments to ensure customer service objectives were met
- Monitored customer satisfaction levels and take corrective action when necessary
- Provided feedback on customer service issues to management
- Utilized customer feedback to suggest enhancements to current customer service procedures
- Resolved customer service issues in a timely and efficient manner
- Developed and maintained positive relationships with customers through excellent communication and follow-up skills
- Successfully coordinated and scheduled interviews, demonstrating adaptability in managing both virtual and in-person formats
Customer Service Representative Team Lead
Linen Chest
03.2022 - 05.2023
- Resolved customer issues in a timely and efficient manner
- Utilized customer feedback to suggest enhancements to current customer service procedures
- Performed daily customer service related tasks such as data entry and order processing
- Responded to calls and provided information during non-business hours
- Proficiently handled and processed customer returns, ensuring adherence to company policies and facilitating a positive customer experience
- Proficiently processed customer orders via phone, demonstrating strong communication and organizational skills to ensure accurate and timely fulfillment
- Managed incoming customer calls during peak periods to ensure prompt and efficient service
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Increased sales by offering additional products through effective Upselling/Cross-selling techniques while meeting or exceeding monthly performance objectives in terms of sales volume, call answering times and call quality
- Collaborated closely with competitors, fostering positive working relationships
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
Donation Processing Representative (Team Leader)
GiveBridge
06.2023 - 03.2024
- Verify donations by confirming and authenticating donation details provided by fundraisers over the phone
- Provide confirmation by clearly communicating donation amounts to donors, expressing gratitude and ensuring accuracy
- Handling inquiries by addressing donor concerns or requests related to their contributions
- Data entry by accurately recording and updating donor information in the database or system
- Maintain detailed records of confirmed donations and related communication
- Coordinate with fundraising teams to ensure seamless information flow and resolve any discrepancies
- Adhere to relevant regulations and organizational policies governing donation processing
- Providing excellent customer service to donors, fostering positive relationships and encouraging future contributions
- Generate reports on donation confirmations, contributing to overall fundraising performance analysis
- Identifying and proposing improvements to enhance the efficiency of donation confirmation procedures
- Improved accuracy by verifying data entry.
- Processed transactions efficiently to ensure smooth workflow.
- Collected and analyzed data to support decision-making processes.
B2B Sales Representative ( Inbound Sales II )
Teleperformance
05.2024 - Current
- Improved client retention by addressing concerns and ensuring satisfaction.
- Managed sales pipeline to ensure timely follow-ups and conversion of leads.
- Collaborated with cross-functional teams for seamless execution of sales initiatives.
- Established strong rapport with clients to foster long-term business relationships.
- Worked closely with internal support teams to resolve any client issues or concerns quickly and effectively.
- Served customers with knowledgeable, friendly support at every purchasing stage
- Converted leads by effectively emailing clients, ensuring seamless transitions.
- Notated customer accounts accurately based on conversations, maintaining detailed and organized records.
- Upsold existing products and services to clients, enhancing revenue and customer satisfaction.
Volunteer
09.2023 - Current
- Invest weekends in dedicated volunteer work for children's fundraising initiatives, embodying a passion for community impact
- Organize and execute engaging events, demonstrating adept interpersonal skills while fostering positive connections with donors
- Consistently contribute time and effort to support causes aligned with children's well-being, showcasing a commitment to philanthropy and community development
Education
Volunteering -
Envision
01.2025
Business Administration and Management
Toronto School of Management (TSoM)
12.2022
Skills
- Listening
- Communication
- Teamwork
- Customer Focus
- Problem-solving
- Time Management
- Work ethic
- Leadership
- Patience
- Interpersonal
- Flexibility
- Product Knowledge
- Adaptability
- Attention to detail
- Creativity
- Empathy
- Interpersonal skills
- Order entry
- Hospitality
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Cross-selling and Upselling
- Conflict Management
- Multitasking
- Customer Retention Strategy
- Customer engagement
Languages
English
Native or Bilingual
French
Full Professional
Hobbies and Interests
- Volunteering
- Fundraising
- Coloring
- Listening to beats
- Learning new skills (e.g., cooking, baking, etc.)
- Watching documentaries
Personal Information
Date of Birth: 01/16/02
Timeline
B2B Sales Representative ( Inbound Sales II )
Teleperformance
05.2024 - Current
Volunteer
09.2023 - Current
Donation Processing Representative (Team Leader)
GiveBridge
06.2023 - 03.2024
Customer Service Representative Team Lead
Linen Chest
03.2022 - 05.2023
Customer Service Representative
Terra Foodmart (HQ)
07.2020 - 01.2022
Customer Service Agent
Black and McDonalds
04.2019 - 05.2020
Volunteering -
Envision
Business Administration and Management
Toronto School of Management (TSoM)
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