Umulisa Alice

Processed merchandise returns and exchanges. Replenished merchandise shelves with items from the stockroom. Organized the store by returning all merchandise to its proper place. Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.

• Collaborated with cross-functional teams to implement company-wide initiatives for enhanced customer experience.
• Enhanced customer satisfaction by addressing and resolving escalated concerns in a timely manner.
• Delivered consistent results by setting clear expectations and holding staff accountable for meeting performance goals.
• Established effective communication channels for staff to share feedback, leading to innovative solutions.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.
• Organized meetings for executives and coordinated availability of conference rooms for participants.
• Monitored front areas so that questions could be promptly addressed.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Developed and implemented customer service policies and procedures.
• Applied best practices in customer service, sales, and employee management to exceed organizational goals.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Promoted from Customer Service Representative to Supervisor after demonstrating exceptional leadership skills and commitment to organizational success over two years of service at the company''s Call Center Operations Department.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.
• Created customer support strategies to increase customer retention.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Interceded between employees during arguments and diffused tense situations.
• Trained team members on new company's services and products to support promotional efforts.
• Improved office operations by automating client correspondence, record tracking and data communications.

• Maintained detailed records of conference planning activities, streamlining future coordination efforts.
• Enhanced conference attendee experience by meticulously coordinating logistics and event schedules.
• Organized engaging networking opportunities for attendees, fostering valuable connections among industry professionals.
• Oversaw on-site staff during conferences, maintaining a high level of professionalism and responsiveness to attendee needs.
• Negotiated favorable contracts with vendors, resulting in cost savings and improved event quality.