Customer Service Sales

BIUMA YVONNE MALU-MALU

***** ********** ***** #***, ************, MD, 20879 **************@*****.*** 301-***-****

OBJECTIVE

Further my professional experience in Customer Service

EXPERIENCE

June.2012 - Present Fragrance Sales Associate MACY’S Gaithersburg, Maryland (USA)

Present and sell merchandise in a professional and proficient manner through product demonstrations

Proactively recommend creative strategies which impact the Store's overall business performance

Improve selling effort by maintaining creative set up of merchandize and an impeccable stock

Order merchandizes from warehouse for customers when items are not available in the store

Collaborate with fragrance companies and vendors to acquire knowledge of product lines

Strategically open store credit lines to boost sales goals and establish clients relationships

Collect customers personal information to contact them about upcoming promotions

2006 - 2012 Bilingual Credit Card Fraud Response Officer CIBC Montreal (CANADA)

Responded to Incoming phone calls concerning Visa and MasterCard issues

Understood, updated and validated customer’s information in capstone queue

Made Outbound calls to customers and merchants to verify flagged transactions

Managed VIP clients’ accounts and unblocked cards once transactions are verified

Independently addressed customers inquiries and determined solutions within Wrap Time

Resolved lost, stolen, and blocked credit cards issues for customers travelling internationally

Sent e-mails and faxes to foreign banks to authorize cash advance for our customers in need

Coached and mentored new hires on how to use Neural Network Fraud Detection Software

Created detailed Fraud Reports by clearly outlining all disputed transactions and resolutions

Remediated fraud transactions by cancelling cards, ordering replacements and reimbursing funds

Monitored the shipping status of replacement cards to provide delivery information to customers

Maintained an impeccable attendance/punctuality record to provide unparallel customer service

2004 – 2006 Bilingual Sales-Customer Service Representative Téléperformance (CANADA)

Managed sales transactions for the cell phone provider Bell Mobilité

Provided customer service for the dish network company Bell Express Vu

2001 – 2004 Bilingual Customer Care Representative Sears Montreal (CANADA)

Provided customer service

Administered catalogue orders

Provided return and exchange alternatives per customer satisfaction policies

EDUCATION

Academy of Arts & Design Montreal, CANADA

Certificate in Fashion Merchandizing [2003]

University of Kinshasa Kinshasa, Republic Democratic of Congo

Economics & Business Management [1994 - 1996]

SKILLS

Banking

Data Entry

Verified by Visa

Call Center experience

Falcon security software

Credit Card Fraud Response

AS400 reporting management system

TS2 worldwide electronic payment software

Commerce On-Line Information Network System (COINS)

Communication

Fax Machines

Dispute Resolution

Multiline Phone Use

Office Instant Messaging

Call Center Service Operations

French Native – English Fluent

Computers

Windows 7 XP 2003 2000

MS Office with emphasis on Word Excel Outlook

References Available upon request

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