Summary
Overview
Work History
Education
Skills
Timeline
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TENDZI LEUFFO ELSA

TENDZI LEUFFO ELSA

Boucherville,QC

Summary

CAREER SUMMARY Energetic Customer Service Representative with 3+ years of experience resolving complex customer inquiries. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Wide knowledge on Ms Word, Excel, outlook Power-point. Proficient in customer service best practices and related options.

Overview

2
2
years of professional experience

Work History

Customer Service Representative

AES SONEL Douala
01.2012
  • Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets
  • Pioneered development of improved system for following up with unsatisfied customers, reducing customer complain by 6%
  • Trained and mentored 4 new employees on conflict resolution
  • Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management
  • Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%.

Customer Service Representative

SOCAFER Douala
01.2014 - 01.2016
  • Made 30+ outbound calls per day to follow up with customers who were overdue in their payments
  • Spearheaded customer referral program, increasing customer base by 15% in less than 6 months
  • Helped develop new customer service rep training program that cut training time in half from 1 month to 2 weeks
  • Consistently exceeded weekly credit card application targets by 10%+ with innovative upselling techniques
  • 2021 Human Resources Assistant SOCAFER Douala
  • Effectively communicated with clients to find solutions for account issues and addressed questions and concerns about our service through personalized, professional communication
  • Identified areas for improvement in efficiency in internal processes to better serve customers and agents
  • Tailored communication styles to build and retain client relationships across multiple communication channels, including email, telephone and live chat support
  • Balanced multi-taking daily responsibilities of processing client support requests, performing administrative duties and running performance reports to assist the sales team.

Education

Professional Masters Degree - Human Resource Management

Institut Du Golf Du Guinee
Douala,Cameroon
06.2017

Bachelor Degree - Management

Institut Du Golf De Guinee
Douala, Cameroon
11.2014

Advanced level certificate Lycée Deido - Arts And Sciences

Lycee Bilingue De Deido
Douala, Cameroon
08.2011

Higher National Diploma (HND) - Management

Institut Du Golf De Guinee
Douala, Cameroon
08.2013

Ordinary Level Certificate - Arts And Sciences

Lycée Bilingue De Deido
Douala Cameroon
08.2010

Skills

  • Excellent written and communication skills, interpersonal skills
  • Business Presentations
  • Business Correspondence
  • Client Meetings
  • Eligibility Determinations
  • Digital Preservation
  • Complex Product Knowledge

Timeline

Customer Service Representative

SOCAFER Douala
01.2014 - 01.2016

Customer Service Representative

AES SONEL Douala
01.2012

Professional Masters Degree - Human Resource Management

Institut Du Golf Du Guinee

Bachelor Degree - Management

Institut Du Golf De Guinee

Advanced level certificate Lycée Deido - Arts And Sciences

Lycee Bilingue De Deido

Higher National Diploma (HND) - Management

Institut Du Golf De Guinee

Ordinary Level Certificate - Arts And Sciences

Lycée Bilingue De Deido

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TENDZI LEUFFO ELSA