Stephanie Omaka Otuya
CALGARY,AB
Summary
Experienced and reliable Customer Support Representative with extensive experience in identifying the customer's needs by listening attentively, understanding the issue and providing timely solutions to their concerns through effective communication. Fully committed to following company procedures and exponentially increasing customer base. Phenomenal time management and multi tasking skill amassed over the years as a professional representative. Multilingual, proactive, hardworking, team spirit and ready to join my next team.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
EssayPro
12.2022 - 11.2024
- Actively working with live chats by handling customer requests regarding their orders.
- Assistance with placing orders as well as ensuring a successful payment processing.
- Resolving payment disputes as well as rendering assistance with ensuring perfection with customer orders.
- Closely monitoring payments to ensure a smooth customer experience, and to ensure a timely order.
- Working together with the team to ensure productivity, effective time management and overall customer satisfaction.
Customer Service Representative
PHEMEX
10.2021 - 12.2022
- Working with the team to ensure optimal customer satisfaction.
- Providing timely and effective customer support by handling live chats, tickets, and emails.
- As a P2P customer support specialist, I was actively involved in checking and confirming payments, as well as resolving disputes using up-to-date information about the product.
- Effective follow-up on the customers to ensure a seamless experience on the platform.
Customer Support Representative
10Writers
12.2020 - 07.2021
- Help customers reopen their closed orders
- Work as an interface between the writers and the customers
- Resolving issues regarding closed orders, bidding orders, cancelled orders, completed orders, pending payments, declined payments and negative balance
- Resolving issues regarding open disputes
- Provided plagiarism reports
- Recheck customers results before forwarding to the Quality Assurance Department
- Assisting with closing due orders
- Providing assistance when making payments
Customer Support Manager
King-fx
08.2018 - 11.2020
- Identifying requests for improving the software
- Providing solutions to customers issues regarding updating and configuring the software
- Keeping a detailed record of the work process from description of the issue to its resolution
- Training employees on the work process
- Redirecting customer requests to the appropriate specialists to resolve them
Customer Support Manager
Apex Writing Services
11.2015 - 06.2018
- Resolved customer complaints via chats, emails and calls
- Ensured that all communication means were handled in a professional and prompt manner
- Contributed to the company's highest quarterly and annual customer satisfaction rate of 97.2 percent
- Conducted trainings for teammates on the work process
- Processed orders in a timely and efficient manner
- Continuous follow up on these orders to ensure customer satisfaction
- Redirecting customer requests to the appropriate specialists to resolve them
- Implementation of contextual tasks for projects and activities of the company
Branch Customer Support Representative
MeCare
05.2013 - 09.2015
- Receive calls from clients
- Confirm their location and note down the problem
- Search for the nearest available doctor using the program
- Refer the physician to the client
- Follow up from time to time
Education
Shupik Medical Institute
01.2025
Masters in Business Management -
Kiev National University of Technology and Design
01.2020
MD -
Kiev Medical University
01.2018
Skills
- Time management
- Multitasking
- Problem solving
- Verbal communication
- Written communication
- Professional Customer Support
- Computer skills
- Microsoft Office
- Hardware skills
- Software skills
- Email communication
- Live chats
- Data Visualization
- Spreadsheets
- Social media
- Communication tools
- Collaboration tools
- Outbound calling
- Inbound calling
- Phone etiquette
- Conflict resolution
- Typing
- Organization
- Leadership skills
- Stress Resistant
- Technical skills
- Analytical skills
Training
- Kiev Medical University, MD, 2018
- Kiev National University of Technology and Design, Masters in Business Management, 2020
- Shupik Medical Institute, Ongoing
Personal Information
Date of Birth: 12/15/91
Achievementsandawards
- Employee of the year, 2017
- Most productive manager, 2019
- Best Support Team, 2022
Timeline
Customer Service Representative
EssayPro
12.2022 - 11.2024
Customer Service Representative
PHEMEX
10.2021 - 12.2022
Customer Support Representative
10Writers
12.2020 - 07.2021
Customer Support Manager
King-fx
08.2018 - 11.2020
Customer Support Manager
Apex Writing Services
11.2015 - 06.2018
Branch Customer Support Representative
MeCare
05.2013 - 09.2015
Shupik Medical Institute
Masters in Business Management -
Kiev National University of Technology and Design
MD -
Kiev Medical University
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