Wendy Kouassi
Montreal,Canada
Summary
Dynamic and results-oriented Customer Service Advisor with extensive experience in enhancing customer satisfaction and driving sales. Known for a proven track record of leveraging technical skills and interpersonal abilities to deliver exceptional service and achieve significant business results.
Overview
10
10
years of professional experience
Work History
Patient Care Coordinator
Vision Group
Montreal, QC
2024.08 - Current
- Deliver exceptional customer service to new and existing patients by efficiently managing appointment bookings and modifications
- Update patient files and provide clear information regarding pre- and post-operative processes
- Handle incoming phone calls and chat inquiries simultaneously, ensuring timely and accurate responses
French Delegate Relationship Executive
Closerstill Media
LONDON
05.2022 - 07.2024
- Increased Delegate Attendance: Directed the Tech Show Paris, boosting delegate attendance at the theater from 30% to 52% over two years
- Enhanced Conversion Rate: Achieved a 60% conversion rate for the entire show, demonstrating effective marketing and engagement strategies
- Client Retention Improvement: Cultivated relationships with high-profile clients, resulting in a 20% increase in client retention and satisfaction
- Productivity Enhancement: Innovated a new registration tracking plan for the tech team, significantly advancing team productivity and efficiency
Outbound Customer Advisor
Serco
03.2021 - 04.2022
- Managed High-Volume Inquiries: Oversaw 100+ incoming inquiries daily through various channels, delivering timely and professional service
- Improved Customer Satisfaction: Enhanced customer engagement by assessing needs and proposing solutions, increasing positive customer satisfaction scores from 60% to 85%
- Top Agent Achievement: Secured the top agent designation for three consecutive months through effective customer negotiations and achieving favorable outcomes
- High Response Rate: Maintained an 80% response rate across diverse communication platforms, ensuring exceptional service delivery
Customer Advisor
SITEL
11.2020 - 03.2021
- Supported 10,000 Customers Weekly: Provided guidance on COVID-19 guidelines and sourced key information through research and available resources
- Documented 200+ Calls Daily: Maintained accurate records of calls and issues in an outbound customer environment
- Top Agent Recognition: Ranked among the top 2 agents by resolving 20+ cases daily and increasing customer satisfaction to 88%
Education
BA Hons - Business Management
University of Bedfordshire
06.2020
BTEC & GCE - GCSE Grade 5 A-D including English, Maths and French, Two BTEC and GCE – Distinction, Merit, C
St.Anne's Catholic High School
05.2015
Skills
- Microsoft Office Suite
- Google Workspace
- Email Management
- Database Management
- CRM Software
- Web Browsers and Internet Research
- Telecommunication Tools
- Salesforce
- Zendesk
- Microsoft Teams
- Excel
- Sharepoint
- Customer Relationship Building
- Empathy
- Customer-focused
- Problem-solving
- Sales
- Team player
- Proactive Approach
- Adaptability
- Active Listening
- Effective Communication
Web
https://www.linkedin.com/in/wendy-kouassi-243271104/
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Patient Care Coordinator
Vision Group
2024.08 - Current
French Delegate Relationship Executive
Closerstill Media
05.2022 - 07.2024
Outbound Customer Advisor
Serco
03.2021 - 04.2022
Customer Advisor
SITEL
11.2020 - 03.2021
BTEC & GCE - GCSE Grade 5 A-D including English, Maths and French, Two BTEC and GCE – Distinction, Merit, C
St.Anne's Catholic High School
BA Hons - Business Management
University of Bedfordshire
Similar Profiles
Ramesh PendyalaRamesh Pendyala
Chief Technology Officer at Vision GroupChief Technology Officer at Vision Group
Brandon BellwareBrandon Bellware
Clinical Assistant at Vision GroupClinical Assistant at Vision Group
Ranjan BabbarRanjan Babbar
Senior Financial Analyst at Vision GroupSenior Financial Analyst at Vision Group