Sumbulah Iysa-Bello
St. Catharines,ON
Summary
I am enthusiastic about managing customer relationships by proactively helping customers with their inquiries, complaints, products, and services offered. My communication skills, both written and verbal, enable me to present and speak effectively to customers, which allows me to build a good rapport with clients. I will be leveraging my past work experience to better execute this job if given the opportunity
Overview
3
3
years of professional experience
Work History
CUSTOMER CARE REREPRESENTATIVE
CONCENTRIX
Hamilton, ON
11.2023 - Current
- I provided exceptional frontline support to customers via various communication channels, including phone, email, and chat.
- I made sure to address customer inquiries, troubleshooting technical issues, and resolving product or service-related concerns promptly and effectively.
- I demonstrated strong product knowledge and understanding of company policies and procedures to deliver accurate and reliable assistance to customers.
- I was equipped to utilized internal systems and resources to document customer interactions, update account information, and escalate complex issues to appropriate teams when necessary.
- I collaborated with team members and supervisors to achieve performance targets, maintain service level agreements, and ensure customer satisfaction.
- I participated in ongoing training and development programs to enhance skills and stay updated on product updates and industry trends.
- As a team and as a individual I consistently met or exceeded performance metrics, including average handling time, customer satisfaction scores, and first-call resolution rates.
- Received commendations from customers and supervisors for professionalism, empathy, and problem-solving skills.
PSW Student Placement
Victoria Garden
Hamilton , ON
09.2024 - 11.2024
- I helped provide companionship by conversing with patients about their current and past lives.
- I made sure to report concerns to the nurse supervisor to ensure optimal patient care.
- I monitored changes in the patients condition and reported any concerns immediately to my supervisor or nurses
- I helped my supervisor in maintaining clients good personal hygiene.
- I made sure to respect privacy of all patients at all times by making they are not exposed while providing quality and patient-centered care.
- I made sure to take notes of clients' activity levels and helped prevent sedentary behavior.
- I made sure I maintained a detailed records of services that I performed on clients.
- I supported patient with activities of daily living.
- I participated in continuing education courses designed to stay abreast of industry trends and best practices.
- I help in properly laundering clothing and bedding to prevent infection.
- I helped clients adjust to new lifestyles during periods of incapacitation, recuperation or adaptation period for new Residents.
- I made sure to follow safe lifting and transferring techniques to transport residents.
- I made sure to use proper body mechanics when I helped clients get in and out of beds, wheelchairs and transfer ring residents using mechanical lift
- I observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- I helped in providing emotional support to clients while encouraging independence.
ADMINISTRATIVE ASSISTANCE
OGOTAWA
02.2022 - 10.2023
- Leveraged over 1 year of experience in an administrative role, effectively managing a wide range of customer information, including contact information, purchase history, preferences and book of business, and providing essential support through strategic calls and engagement with clients and stakeholders
- Demonstrated and developed exceptional communication skills and processes across diverse channels, including email, phone, messages, and video calls, to improve customer satisfaction and retention and ensure seamless interactions with clients and colleagues
- Thrived in the dynamic environment of daily interactions with new and existing customers by engaging customers in conversations, listening, solving problems and approaching each engagement with an exciting balance of concise and empathetic communication to further protect the peace of mind of customers
- Executed defined outreach and follow-up processes, ensuring effective data and activity management while collaborating seamlessly with the onboarding and account management teams
- Provided secretarial and office management support while building cooperative working relationships.
OPERATIONAL MANAGER
AVERROES EDUCATIONAL INSTITUTE
09.2021 - 09.2023
- Spearheaded the development and execution of comprehensive short-term and long-term strategies to enhance customer success and satisfaction
- Directed day-to-day operations with a focus on aligning institute objectives with customer goals and ensuring profitability
- Assembled and managed a high-performing team, meticulously recruiting, hiring, and training members
- Emphasized the importance of customer relations and service excellence within the team, fostering a culture of customer-centricity, identifying problems and implementing solutions, and ensuring product functionality and customer contentment
- Adapted teaching methods and materials to cater to the diverse needs and interests of our students, mirroring the customization of customer success approaches
- Collaborated closely with teaching staff, aiding in lesson preparation and curriculum implementation to improve the educational experience
- Applied a collaborative approach similar to that used when working with cross-functional teams to enhance customer outcomes
- Managed the allocation and distribution of essential classroom materials, such as pencils, paper, and art supplies
- Utilized various teaching methods, including lectures, discussions, and supervised role-playing, to present subject matter effectively to students
- Adapted teaching styles to cater to individual student needs, mirroring the personalized approach employed in customer engagement.
Education
Bachelor of Science - Nursing
Niagara College
Welland, ON04-2028
Some College (No Degree) - Personal Support Worker
Anderson College
Hamilton, ON11-2024
Designing and Formatting a Presentation in PowerPoint -
Cousera
09.2023
Bachelor of Science - Agriculture (Crop-Protection)
University of Abuja
Abuja05-2023
Microsoft Office Suite -
NIIT
09.2017
Skills
- Communication Skills
- Ability to work under pressure
- Adaptabilitty
- Ability to work in a team
- Critical thinking and problem-solving
- Ability to multitask
- Advanced analytical thinking skills
- Data entry
- Client dressing
- Personal safety awareness
- Palliative care
Personal Information
Title: CUSTOMER CARE REPRESENTATIVE
Timeline
PSW Student Placement
Victoria Garden
09.2024 - 11.2024
CUSTOMER CARE REREPRESENTATIVE
CONCENTRIX
11.2023 - Current
ADMINISTRATIVE ASSISTANCE
OGOTAWA
02.2022 - 10.2023
OPERATIONAL MANAGER
AVERROES EDUCATIONAL INSTITUTE
09.2021 - 09.2023
Some College (No Degree) - Personal Support Worker
Anderson College
Designing and Formatting a Presentation in PowerPoint -
Cousera
Bachelor of Science - Agriculture (Crop-Protection)
University of Abuja
Microsoft Office Suite -
NIIT
Bachelor of Science - Nursing
Niagara College
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