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Sandrine Mugeni

*****-*****.** ********: 780-***-****

Edmonton, AB T5T 3S4 ad2bk8@r.postjobfree.com Objective:

A highly motivated and dedicated professional seeking a Bilingual Customer Service Representative role to utilize over 7 years of extensive customer service experience in a call center and fast-paced environments, leveraging fluency in English and French to effectively communicate and assist clients while ensuring exceptional service delivery.

Profile:

Over 7 years of demonstrated proficiency in customer service, gained within fast-paced call center and high-volume environments.

Fluent in both verbal and written communication in English and French.

Proficient in Microsoft Office Suite: Excel, Word, Outlook, and Teams, with expertise in accounting software such as QuickBooks, Algorithm, Advanced Excel, and Sage.

Skilled in providing courteous responses to calls and emails, ensuring exceptional customer service experiences.

Efficient administrative and keyboarding skills, enabling rapid and accurate data entry.

Detail-oriented with an unwavering commitment to accuracy and maintaining confidentiality.

Proven adaptability to dynamic changes, thriving both independently and collaboratively within diverse team environments.

Strong organizational, problem-solving, decision-making, and multitasking abilities.

Consistent record of upholding professionalism, accountability, and a positive demeanor while managing customer inquiries and resolving issues effectively.

Capable of working collaboratively in team settings or independently without supervision, ensuring tasks are completed efficiently and effectively.

Work Experience

Bilingual Customer Service Representative Aug. 2016 - Jan. 2019 La fortune Forex Bureau, Kigali, Rwanda

Managed an average of 50 incoming calls and emails daily, scheduling appointments and updating clients on exchange rates.

Handled customer inquiries, addressed complaints, and provided information, collaborating with supervisors for resolutions.

Organized client orders based on arrival times and communicated promotions effectively.

Conducted customer satisfaction surveys to assess needs and ensure their fulfillment. 2

Bilingual Customer Service Representative Jan. 2019 - Oct. 2023 MNR East Africa Limited, Kigali, Rwanda

Assisted customers in processing orders for pharmaceuticals and medical devices.

Provided detailed product information and addressed queries regarding company products.

Directed clients to the managing director's office and explained promotional offers.

Managed returns forwarded complaints to relevant departments and ensured timely delivery of items.

Acted as a liaison between clients and the company, handling inquiries and maintaining client relationships.

Coordinated special occasion gifts for clients ensuring timely delivery. Education:

Bachelor of Business Administration - Concentration in Finance Sept. 2012 - Aug. 2016 University of Rwanda, Huye, Rwanda

References provided upon request.

Sandrine Mugeni

Cellular: 780-***-****

ad2bk8@r.postjobfree.com

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