Operating systems (Windows and MacOS)
Okuka Rachel
Customer Service Advisor
Cairo
Summary
Skilled relationship-builder, communicator and multitasker. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
6
6
Languages
Work History
Advisor
Concentrix
Cairo
09.2021 - Current
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Handled 15-30 calls per day to address customer inquiries and concerns.
- Carried out day-to-day duties accurately and efficiently.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
Customer Service advisor
Xceed
cairo
10.2019 - 06.2021
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Created customer support strategies to increase customer retention.
- Explained charges, fees, terms of sales and service agreements to over 10-20 customers daily.
- Resolved concerns with products or services to help with retention and drive sales.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased customer satisfaction by resolving issues.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and other communications.
- Maintained energy and enthusiasm in fast-paced environment.
- Worked flexible hours across night, weekend and holiday shifts.
- Improved operations through consistent hard work and dedication.
Internship in Banking Support Assistant
Commercial Development Bank of Congo (BCDC)
Matadi
06.2013 - 08.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased customer satisfaction by resolving issues.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Received and processed stock into inventory management system.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Onboarded new temps by entering employee information into systems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used coordination and planning skills to achieve results according to schedule.
Customer Care Executive
Iviad Group Company
Delhi
08.2018 - 07.2019
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Engaged with customers to build rapport and loyalty.
- Increased sales by offering advice on purchases and promoting additional products.
Customer Service Representative
Origin call center
Bangalore
10.2017 - 07.2018
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer adjustments to maintain financial accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with team members to achieve target results
- Carried out day-to-day duties accurately and efficiently.
- Used coordination and planning skills to achieve results according to schedule.
- Developed team communications and information for meetings.
- Improved operations through consistent hard work and dedication.
Education
High School Diploma -
Ecole Belge
Matadi Republic Democratic Of The Congo 09.2011 - 06.2014
Bachelor of Science - Business Administration And Management
Teacher's Academy Group of Institutions
India 06.2015 - 05.2018
Skills
Sales ForceTeamwork and Collaboration
Presentations and public speaking
Career planning
Trend analysis expertise
Stock market understanding
Retirement needs
Strategic planning
Relationship building
Business Development
Relationship building and management
Complaint resolution
Account updates
Schedule Management
Quality assurance
Sales proficiency
Inter-department collaboration
Team Building
Customer Relations
Technical Support
Strategic sales knowledge
Account management
Administrative support
International sales support
Creative problem solving
Recordkeeping strengths
Training development aptitude
Professional telephone demeanor
Key stakeholder relationship building
Stock management
Product knowledge
Product promotions
Negotiation trained
Product and service sales
Flexible and Adaptable
Travel bookings
Self-Motivated
Training and Development
Written Communication
MS Office
Problem-Solving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20 staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of 20 in the development of Customer satisfaction.
- Achieved Leadership Development through effectively helping with Customer result.
Affiliations
- International Customer Service Association
- National Association of Social Workers
- International Association of Administrative Professionals
Software
Office suites (Microsoft Office,Microsoft Word, Microsoft ExcelMicrosoft PowerPointMicrosoft OutlookMicrosoft Access,
Communication and collaboration tools (Microsoft Team, Skype, Zoom))
Social media (Twitter, Facebook, Instagram, WhatsApp, LinkedIn, Tiktok)
Certification
Awarded twice best performance (2020 & 2021)
Interests
Writing
Blogging
Learning languages
Photography
Travel
Reading
Listening to music
Timeline
Write Professional Emails in English
02-2022
Introduction to Computers and Office Productivity Software
02-2022
Advisor
Concentrix
09.2021 - Current
Certification in AIESEC Leadership Development Exp
12-2020
Intership paid program French Customer Service with XCEED
12-2020
Awarded twice best performance (2020 & 2021)
01-2020
Customer Service advisor
Xceed
10.2019 - 06.2021
Customer Care Executive
Iviad Group Company
08.2018 - 07.2019
Customer Service Representative
Origin call center
10.2017 - 07.2018
Bachelor of Science - Business Administration And Management
Teacher's Academy Group of Institutions
06.2015 - 05.2018
High School Diploma
07-2014
Internship in Banking Support Assistant
Commercial Development Bank of Congo (BCDC)
06.2013 - 08.2019
High School Diploma -
Ecole Belge
09.2011 - 06.2014