Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

SHEMA DENIS

Montreal,Canada

Summary

Empathetic and relatable Customer Service and Sales Agent with years of experience in providing exceptional support and driving sales growth. Known for understanding customer needs, resolving issues with kindness, and building strong relationships. Proven track record of exceeding sales targets and enhancing customer satisfaction through effective communication and strategic upselling.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

ALORICA
06.2023 - 09.2024
  • Customer Interaction: Handle inbound and outbound calls, emails, or chat messages to address customer inquiries, resolve issues, and provide information about products or services
  • Issue Resolution: Diagnose and troubleshoot customer problems, provide accurate solutions, and escalate complex issues to higher levels of support, if necessary
  • Record Keeping: Accurately document customer interactions, transactions, comments, and complaints in the company's CRM system or other designated tools
  • Product Knowledge: Maintain a thorough understanding of the company's products, services, and policies to effectively address customer questions and provide relevant information
  • Service Excellence: Strive to meet or exceed performance metrics, such as call handling time, customer satisfaction scores, and resolution rates
  • Team Collaboration: Work closely with team members and supervisors to share insights, discuss challenges, and contribute to a positive work environment
  • Continuous Improvement: Participate in training and development opportunities to enhance skills and stay updated on changes in products, services, and company policies

Customer Service Representative

MTN
02.2022 - 08.2023
  • Company Overview: MTN Rwanda is one of Rwanda’s largest telecom operators, providing mobile telecommunications services, data, and mobile money solutions
  • The company operates under the MTN Group, a leading telecommunications provider in Africa
  • Customer support: Provided exceptional customer support to over 100 clients daily, ensuring quick resolution of inquiries and issues
  • Issue Resolution: Addressing technical problems, billing concerns, or product defects
  • Information Sharing: Providing details about products, services, or policies
  • Customer Retention: Ensuring customer satisfaction to foster loyalty
  • Feedback Collection: Gathering input from customers to improve products and services
  • Training and Guidance: Teaching customers how to use products or services effectively
  • Effective customer support is essential for building trust, retaining customers, and maintaining a good reputation for any business
  • Personal Achievement: I achieved a 20% reduction in average call handling time while maintaining a 95% customer satisfaction rating
  • Training: Trained and mentored 5 new team members, enhancing team productivity
  • Team Collaboration: Collaborated with cross-functional teams to implement new customer support tools, improving efficiency
  • MTN Rwanda is one of Rwanda’s largest telecom operators, providing mobile telecommunications services, data, and mobile money solutions
  • The company operates under the MTN Group, a leading telecommunications provider in Africa

Education

BACHELOR'S DEGREE -

Kigali Institute of Science and Technology (KIST)
09.2022

Skills

  • Active Listening
  • Empathy
  • Problem-Solving
  • Communication
  • Patience
  • Conflict Resolution
  • Product Knowledge
  • Adaptability
  • Persuasion
  • Upselling and Cross-Selling
  • Record Keeping
  • Customer Service
  • Safety and Compliance

Languages

English
Full Professional

Timeline

Customer Service Representative

ALORICA
06.2023 - 09.2024

Customer Service Representative

MTN
02.2022 - 08.2023

BACHELOR'S DEGREE -

Kigali Institute of Science and Technology (KIST)

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SHEMA DENIS