Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sonia Renate Ndjibia Nana

Ottawa,ON

Summary

Knowledgeable Solutions Specialist well-versed in current industry, market and product trends. Excellent communication, multitasking and organizational abilities.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

8
8
years of professional experience

Work History

Bilingual Solutions Specialist

Xperigo
07.2023 - Current
  • providing roadside assistance for our members
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Order Management Specialist With German

Mindspace (TDCX)
01.2023 - 06.2023
  • providing excellent assistance via chat and emails for customers;
  • Identifying customers needs by offering solutions that meet their needs;
  • Ensuring the resolution of customer problems from the first contact and efficient tracking with the partners and internal departments to ensure the closure of the casein accordance with the service tenders;
  • Providing constructive feedback on tools resources and procedure to improve the workflow and customer experience;
    Compliance with performance standards and quality values, that will be measured monthly, quarterly and annually;
  • Identifying gaps in existing processes and recommending improvements to increase overall productivity and customer experience;
  • Compliance with all internal procedures;
  • Any other responsibilities that can be assigned from time to time by management within the category of employment.

Customer Service Representative With French

Teleperformance
08.2019 - 01.2023
  • Follow up on current files, making the necessary contacts with the appropriate departments.
  • Answer telephone calls: identify needs, provide information or transfer to appropriate contact.
  • Handle complaints, providing appropriate solutions in accordance with established procedures.
  • Handle customer comments and complaints, referring complex or unresolved situations to management as appropriate.
  • Verify information provided by customers to ensure accuracy of data collected for traceability purposes.
  • Handle customer calls within established timeframes with a high level of professionalism, thoroughness, and courtesy with the goal of providing quality service.
  • Resolve customer issues within established rules and limits, escalating as necessary.

Customer Service Representative

Teleperformance (EA GAMES With German)
05.2018 - 08.2019
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolve any technical issues that our various players may encounter in our games.
  • Handle customer comments and complaints, referring complex situations to specialists.
  • Handle customer calls within established deadlines, with a high level of professionalism, rigor and courtesy, with the goal of providing quality service.
  • Apply the sales pitch during customer interactions.
    Resolve customer issues within established rules and limits, escalating as necessary.
  • Respond to messages received via email or chat, making contact by phone as necessary.
  • Answer customer inquiries about the company's products and services, as well as general questions about the organization.

Customer Service Representative With French

April Brooker
06.2016 - 05.2018
  • Creation and follow-up of the medical files of the insured.
  • Schedule medical consultations for members and send referral to partner facility.
  • Transferring calls to physicians for telephone consultation when necessary.
  • Follow up with policyholders/clinics/hospitals to update the file in the system.
  • Arrange for repatriation of members who fall ill or die abroad.
  • Creation and follow-up of technical files for insured vehicles.
    Arrangement of roadside assistance and payment of repair costs within the limits of the policy terms.
  • Search for new partners/providers, both medical and technical.

Education

Bachelor - International Relations & European Studies

University of Bucharest
Bucharest
09.2020

Certificate - Romanian Courses

University of Bucharest
Bucharest
06.2016

Certificate - German Courses

Goethe Institute
Yaounde
06.2015

Skills

  • Customer Service
  • Interpersonal Skills
  • Conflict Resolution
  • Innovation Skills
  • Problem Solving
  • Relationship Building
  • Active Listening
  • Analytical Thinking
  • Organizational Skills
  • Goal Setting
  • Emotional Intelligence
  • Creative Solutions
  • Multitasking Abilities
  • Attention to Detail
  • Process Improvement
  • Client Relations
  • Incoming Call Management
  • Online Chat Support

Languages

French
Native or Bilingual
English
Professional Working
German
Professional Working
Romanian
Professional Working

Timeline

Bilingual Solutions Specialist

Xperigo
07.2023 - Current

Order Management Specialist With German

Mindspace (TDCX)
01.2023 - 06.2023

Customer Service Representative With French

Teleperformance
08.2019 - 01.2023

Customer Service Representative

Teleperformance (EA GAMES With German)
05.2018 - 08.2019

Customer Service Representative With French

April Brooker
06.2016 - 05.2018

Bachelor - International Relations & European Studies

University of Bucharest

Certificate - Romanian Courses

University of Bucharest

Certificate - German Courses

Goethe Institute

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Sonia Renate Ndjibia Nana