Timbyen Kpanja
Brandon,MB
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
2
2
years of professional experience
Work History
Customer Care Representative
MTN
Jos, Plateau State
05.2010 - 01.2012
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Communicated with clients regarding account services, statements, and balances.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Coordinated timely responses to online customer communication and researched complex issues.
Education
Bachelor Of Laws - Law Studies
University of Jos
Nigeria04.2007
Skills
- Efficient and Detail-Oriented
- Interpretation and Translation Services
- Building Customer Trust and Loyalty
- Information Updates
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Call Documentation
- Information Extraction
- Workload Planning
- Conflict Mediation
- Data Entry and Maintenance
- Upselling Products and Services
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Needs Assessment
Timeline
Customer Care Representative
MTN
05.2010 - 01.2012
Bachelor Of Laws - Law Studies
University of Jos
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