Customer Service Social Media
Resume:
SESE
MENSAH
*****@*****.**
Lithonia, GA 30038
SUMMARY
Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
SKILLS
Excellent communication skills
Excellent independent worker
Great interpersonal skills
Good listening skills
Good phone skills
Good writing skills
Excellent customer service skills
Good problem solving skills
Good decision making skills
Computer literate (Microsoft Word / Outlook/ PowerPoint/Zendesk/ Salesforce/Ujet/Slack/ Teams/ Ultipro/Workday)
Bilingual: English and French
Excellent troubleshooting skills
Dedicated
Compassionate
Medical Terminology
HIPAA Certified
WORK EXPERIENCE
BILINGUAL CARE AGENT ( ENGLISH -FRENCH) 04/2021 to Current
INSTACART
Partner with shopper expansion team to complete a shopper outreach project for the Quebec expansion launch
Ability to communicate effectively with the caller on the phone, through email or chat to acquire pertinent information
Partner with the social media team to assist with french translation in order to meet service level goal
Providing coaching to a bilingual team of high-performing support Team Members
Analized interaction to identify potential process gaps or improvement
Handle multi channels in multiple languages in a fast past environment
Ability to quickly identify and resolve for shoppers/customers inquiries
Provide positive, fast, and complete support resolutions to users via various access channels
Provide support to both shoppers and customers
BILINGUAL FIELD SUPPORT TECHNICIAN 12/2019 to 05/2020
INCOMM
Provide technical support for new installation hardware and cabling issues and second level of technical testing for POS hardware, software systems, including software activation
Diagnose and troubleshoot modem and IP terminals, supporting merchants and users throughout changes in subnet mask, host IP and system modification
Expertise in technical troubleshooting system upgrades and optimization security recovery solution
Project and resolution oriented; able to perform in a fast paced high pressure environment
Identifying and solving tickets individually
CUSTOMER SERVICE REPRESENTATIVE 05/2019 to 11/2019
FLEETCOR
Handling inbound and outbound calls in a professional manner
Utilize multiple applications provided by FLEETCOR in order to assist customers efficiently
Demonstrate effective oral and written communications with customers
Transfer calls to appropriate department or staff
Process check by phone requests/ Fee Negotiation
Provide customers with accurate account information in a fast pace environment
Good interpersonal skills and team work awareness
Multi-tasking, listening, inputting data, probing, providing solutions, navigating through various screens while applying basic customer satisfaction techniques
MERCHANT SERVICE REPRESENTATIVE 08/2014 to 08/2018
INCOMM
Answer inbound calls from Merchants who are selling InComm products with inquiries regarding transactions processed at point-of-sale
First tier level support for technical problem resolution on point-of-sale activation
Professionally address Merchant issues in order to ensure prompt and satisfactory resolution
Document all the calls according to Incomm standard of procedure
Ability to diffuse difficult situations and resolve them
Answer inbound merchant service email inquiries related to InComm product
Provide accurate and courteous responses verbally and via e-mail to internal departments
Troubleshooting Incomm terminals
Ability to verify merchant transactions by accessing their accounts
CALL CENTER AGENT 08/2012 to 02/2014
THE MYERS GROUP
Ability to answer calls professionally and apply HIPAA compliances
Administered surveys for insurance companies over the phone
Overcome refusals by motivating patients to participate
Accurately updating customers' records with information
Recorded responses accurately and without bias
MEDICAL SCHEDULER 04/2006 to 09/2010
Hope Medical Group
Scheduled patient's appointment
Verify patient coverage
Processed payments and issued receipts accordingly
Update and maintain patient and other practice-specific information
Operate computer systems to accomplish office tasks
EDUCATION
Everest Institute - Norcross, GA
Associate Degree
Medical Administrative Assistant
DeKalb Tech
GED
Contact this candidate