Customer Service Representative
Resume:
Sileya Isaiah Tunga
Address: *** ***** ***** **. **#1 Lyn, Ontario K0E 1M0
Telephone: 343-***-****
Email: ***********@*****.***
Profile
Highly motivated, detail oriented with excellent analytical and logical skills, with several years of customer service experience and education in Information Technology as Business Analyst. Core Competencies
Work Ethic Communication
Initiative
Adaptability to change
Positivity
Focusing on results
Critical Thinking
Career Summary
Period 2014 - 2018
Company Shell Canada
Position Customer Operations Analyst, e-Commerce Specialist and System Tester (Market-hub) Duties
GSAP implementation for the Canadian market:
UAT Tester 2016-2018:
Responsible for quality and analysis for failed or pass status and providing feedback and solutions for testing results.
Wrote reports of findings and made recommendations for changes. Entered and triaged application defects into quality control. Collaborated with clients and business analysts to ensure high-value applications development.
Enter and confirm customer orders, Create and manage deliveries, Process returns, manage customer accounts, manage customer order history, manage customer back orders, Answer questions/Concerns via Email/Phone, investigate customer claims, Coordinate with planners to supply accurate availability/expedite deliveries, Create SOP
(Standard Operating Procedures).
Ensure 100% Customer satisfaction: Wal-Mart, Phillip Gosselin & Associes, Bluewave Energy, General Motors.
Reduced order response time from 24hrs to same day. Served as liaison between Shell distributors and customers to expedite the fulfilment of customers orders. Nominated agent of the month and of the quarter on several occasions. Period 2012 - 2014
Company Mind Pearl
Position Customer Sales and Service Representative and Helpdesk Duties
Handling customer telephone calls, faxes and emails. For Belgium, France, United Kingdom and Swiss Markets for Weight Watchers department Professional Development
Entrepreneurship End user computing and life skills
Excellence in customer service certificate Certified SAP University alliances with distinction: Focus on Logistics, Finances and Reports.
SAP Certification number: SDZA-421*****-******
SAP ERP skills content: Ability to perform navigation in a SAP systems Ability to do purchasing process
cycle Ability to do Sales and Distribution Ability to perform Financial Accounting Ability to do Reports in a SAP system.
Education
Institute
Period
Course
Qualification
Cape Peninsula University of Technology
3 Years
Informatics and Design
National Diploma in Business Analysis and now completing part time my degree
In-depth knowledge of Software Development Life Cycle (SDLC) methodology.
Expertise in gathering, analysing and documenting business requirements and developing Business Requirement Documents and Functional Requirement Specifications
Expertise in UML
Expertise in writing and implementing Test scenarios, Test cases, System testing.
Ability to make people understand and convince them. Ability to produce the best result in pressure situations. Ability to work in team as well as individual
Expert in various business tools such as Visual Basic, MS Office Skills
Analytical Skills
Business Process Improvement
CSS
HTML
Ms Office
SAP ERP
Visio
UML
Other Details
Languages: English (Excellent in speaking, reading and Writing) French (Excellent in speaking, reading and Writing) Interests: Reading, Watching Soccer, Running, Hang out with friends References
Name Sylvie Ogrady
Position Vehicle Scheduler
Tel
******.******@*****.***
Name
Position
Tasha Snowdon
Customer Service Representitive
E-mail ********@*************.***
Tel 613-***-**** EXT. 229
Contact this candidate