Customer Service Representative

MONICA MOYO

Arlington, US ***** 603-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Dedicated Customer Service Representative, with excellent communication, listening, and problem solving skills. Able to drive the customer experience through customer-eccentric behavior and actions, evaluating customer needs and providing product and service solutions to promote customer loyalty

WORK HISTORY

Customer Service Representative Specialist, 05/2021 - 01/2024

Acuant Inc / A GBGPLC Company – Manchester, NH

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Offered advice and assistance to customers, paying attention to special needs or wants.

• Handled customer inquiries and suggestions courteously and professionally.

• Participated in team meetings and training sessions to stay informed about product updates and changes.

• Processed customer service orders promptly to increase customer satisfaction.

• Developed customer service policies and procedures to meet and exceed industry service standards.

• Facilitated seamless communication and support between partners and direct customers by disseminating product and service details, generating quotes and providing timely updates on order statuses.

• Worked collaboratively with internal partner account team members and internal departmental team such as Finance, Accounting and Support members, in continuous maintenance and updating of partner and customer account information.

• Took care of customer concerns in absence of Customer Success Manger

• Responded proactively and positively to rapid change.

• Developed and updated databases to handle customer data.

• Trained new personnel regarding company operations, policies and services.

• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

• Managed approximately 20-40 incoming calls, emails and texts per day from customers.

Customer Service Representative/Call Center, 08/2018 - 04/2021

Chuckles Inc – Manchester, NH

• Answered customer telephone calls promptly to avoid on-hold wait times.

• Maintain phone, paper and email orders and filing

• Interacting with sales reps and resolve customers' problems

• Communicate information to customers about product quality, value and style

• Create new processes and systems for increasing customer service satisfaction

• Taking credit card payments and updating system

• Adaptive team player

• Trained new personnel regarding company operations, policies and services.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction

• Managed approximately 20-30 incoming calls, emails, faxes and texts per day from customers.

Home Health Aide Nurse's Assistant, 01/2017 - 06/2018

Harold (HHA) – Boston, MA

• Offered transportation to and from appointments, shopping and other activities to help patient stay social, active and maintain access to essential items and services.

• Performed ambulation and exercise and completed household services to help patient maintain routine and lifestyle in familiar home environment.

• Checked vital signs and administered prescription medication under guidance and supervision of skilled nursing staff to facilitate basic health care services.

• Documented patient information and care activities in electronic health record.

• Helped patients with self-feeding and assisted feeding, based on individual needs.

• Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.

• Transported patients between rooms and appointments or testing locations.

• Facilitated games and other activities to engage clients.

• Handled on average 5-10 calls daily updating doctors and nurses

Senior Ticketing and Reservations Agent, 03/2008 - 02/2015

Emirates Airlines – Johannesburg South Africa

• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

• ● Processed reservations, coordinated standbys and monitored cabin availability

• Resolved customer complaints related to baggage, date change fee flight interruptions and issuance of miscellaneous charges order (MCO)

• Developed relationships and contracts with local hotels and restaurants to provide customer vouchers on behalf of airline during flight interruptions.

• Functioned as an all-rounder by moving between ticket sales, lost baggage, operations, boarding gates and office administration

• Checked-in and boarded passengers

• Handled individual and collective balancing at end of day and month ends.

• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

• Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.

• Checked in average of 525 passengers per flight on Airbus A380.

• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

• Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.

EDUCATION

No Degree: Travel And Tourism, 03/2000

Damelin College - Cape Town South Africa

No Degree: Business Administration, 12/1999

Peninsula University - Cape Town South Africa

High School Diploma: 12/1997

Edgemead High School - Cape Town South Africa

Contact this candidate