SALLY SOMO KPUFOTITIN

**** ****** ****, ** ***-*Z3 437-***-**** ad4iqf@r.postjobfree.com

Website, Portfolio, Profiles

www.linkedin.com/in/sally-somo-03aa53219

Professional Summary

Enthusiastic and compassionate Bilingual Customer Service Representative with a demonstrated history of providing outstanding customer experiences. Possesses outstanding verbal and written communication abilities, enabling seamless interactions with customers through different platforms. Skilled in effectively using CRM systems and adept at resolving inquiries and issues promptly and to the customers' satisfaction. Recognized for cultivating positive relationships with customers, fostering loyalty, and encouraging repeat business. Committed to leveraging my dedication and expertise to guarantee the utmost level of customer satisfaction.

Skills:

Strong customer relationship management.

Excellent communication and interpersonal skills

Problem-solving and conflict resolution

Customer needs assessment and analysis

Customer retention and loyalty building

CRM software and tools

Team collaboration and leadership

Time management and organizational skills

Work History

BILINGUAL CUSTOMER SERVICE AGENT

PRECISE PARKLINK – Toronto, ON 07/2023-03/2024

•Answer incoming calls and emails in an efficient manner.

•Address customer complaints in a compassionate and patient manner

•Identify customer questions, concerns, and overall needs.

•Follow company communication procedures, policies and guidelines at all times.

•Provide accurate answers and solutions to customer queries.

•Responds immediately to all reports concerning damage to equipment, and places E-services as needed.

•Observe security monitors to ensure no criminal activity occurs and report any activity to management.

•Complete additional duties assigned by manager.

BELL CANADA-Toronto, ON 01/2022-07/2023

•Responding to customer inquiries

•Providing technical support to customers regarding issues with their Bell services such as internet, TV, and phone.

•Managing customer accounts and billing inquiries, such as resolving billing discrepancies or setting up automatic payments.

•Assist customers with purchasing new Bell products or services and upgrading their current plans.

• Troubleshoot technical issues with customers over the phone, such as internet connectivity problems or issues with TV or phone services.

•Escalating issues

•Documenting customer interactions and keeping accurate records of customer inquiries, complaints, and resolutions.

•Maintaining a strong knowledge base of Bell products and services, as well as company policies and procedures.

BILINGUAL CUSTOMER SERVICE AGENT 02/2021 to 01/2022

LOBLAWS – Toronto, ON

Assisting Customers: Greet, assist with inquiries & products, ensure satisfaction.

Handling Complaints: Address issues empathetically, ensure resolution.

Processing Returns: Handle returns/exchanges smoothly per policy.

Operating Checkout Area: Process purchases, handle payments accurately.

Maintaining Store Cleanliness: Ensure store tidiness, incl. checkout areas.

Stocking Shelves: Assist with restocking and display.

Providing Program Info: Inform about promotions & loyalty programs.

Directing Customers: Guide to store sections & services.

Safety and Security: Ensure store security, assist in emergencies.

Customer Service Representative 11/2019 to 12/2020

GLM MARKET – Montreal, QC

Maintain positive and empathetic, and professional attitude towards customer always.

Processing orders, forms, applications, and request

Knowing all products to easily answer questions. Working with team of junior customer representative

Ensure Customer Satisfaction and Improve Quality of customer care in company by over 80%

Bilingual Customer Service 02/2018 to 10/2019

MTN – Yaoundé, Center Region

Assisting Customers: Handle inquiries on services, products, billing, and accounts.

Resolving Issues: Promptly address complaints, technical problems, and disruptions.

Providing Technical Support: Assist with mobile, internet, and service-related issues.

Processing Requests: Manage account changes, upgrades, and activations.

Handling Billing: Aid with inquiries, payments, and discrepancies.

Promoting Products: Inform about new offerings and promotions.

Educating Customers: Explain MTN's benefits and features.

Education

Certification: Microsoft Package

Microsoft Office Package Certification

Bachelor of Science: Computer Programming

Humber college -North York, ON

High School Diploma

Baptist High School Awae - Cameroon Yaoundé

GCE Advanced Level

High School Diploma

Baptist high school Awae - Cameroon Yaoundé

GCE ordinary Level

Certifications

IELTS

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