Munguakonkwa Baguma

**** **** ***** ** *********, MN 55113

+1-708-***-****

aduxj7@r.postjobfree.com

Professional Summary

Dedicated customer service professional with experience in retail settings selling all types of products and demonstrating profound ability consistently to exceed sales goals. Strong foundation in retail marketing processes and superior problem-solving skills. Ability to organize and manage data quickly to respond efficiently to customer inquiries. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Skills

Data Entry and Maintenance

Microsoft Office

Production Target Management

High-Volume Environments

Client Resolution

Productivity Standards

Online Chat

Performance Goals

Work History

Center Sales and Service Associate -CWA

Lumen (Work at Home)- June 2022

Works with customers pending orders and newly activated accounts within their initial tenure as a customer

Thrive in performance driven environment meeting quotas and related metrics across service, sales, and retention activities

Identify solutions across multiple teams, including technicians in the field supporting installation

Expected to promote and sell products and services to customers on every call.

Responsible for handling credit calls, payment

arrangements

Ability to navigate multiple billing systems to resolve complex collections activities

Leverage customer retention processes and tactics, focused on saving customers from disconnecting their services

Maintain and improve speed, accuracy, and quality results

Customer Service and Assistance

Excellent Attention to Detail

Online Systems

Inbound and Outbound Calling

Billing Adjustments and Refunds

Team-Oriented and Cooperative

Proficiency in Microsoft Office and G Suite

Bilingual Sales Representative July 2021 - April 2022 Switch health

Worked independently with minimal supervision.

Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Built relationships with customers and community to promote long term business growth.

Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Contributed to team objectives in fast-paced environment.

Negotiated prices, terms of sales and service agreements.

Prioritized tasks and projects to meet tight deadlines.

Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Set and achieved company defined sales goals.

Greeted customers and helped with selecting merchandise, finding accessories and completing purchases.

Informed customers of promotions to increase sales productivity and volume.

Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.

Exceptional computer skills

Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Developed new business relationships and maintained existing through regular communications and effective account management.

Prepared and deliver customer sales quotes.

Met with customers to discuss and ascertain needs, tailor solutions, and close deals.

Met or exceeded sales, customer service and loyalty program standards.

Selected correct products based on customer needs, product specifications and applicable regulations.

Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

Attended monthly sales meetings and quarterly sales trainings.

Met existing customers to review current services and expand sales opportunities.

Kept detailed records of daily activities through online customer database.

Liaised between clients and support team to quickly resolve issues.

Recorded accurate and efficient records in customer database.

Presented information to customers, peers and management.

Quoted prices, credit terms and other bid specifications.

Merchandised attractive shelf displays with current offerings to drive store sales.

Drove store revenue by offering customers accessories and related purchases to complete selections.

Prospected to increase sales lead pipeline and and converted leads into new customers.

Demonstrated consistent track record of overachieving sales quotas.

Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.

Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.

Completed call reports, paperwork and on-going personal training by required deadlines. Bilingual Customer Service Representative December 2019 - October 2020 Concentrix U.S.A

Communicated with management when customer issues escalated and worked to find resolutions.

Identified and responded to customer requests and concerns through email, online chat and phone for both English and French-speaking customers.

Resolved concerns with products or services to help with retention and drive sales.

Answered up to 50 calls per day in busy, fast-paced office for both English and French- speaking customers.

Updated and maintained information in customer accounts.

Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.

Achieved and maintained departmental performance standards.

Maintained accurate and current customer account data with manual forms processing and digital information updates.

Described product highlights and benefits to help guide purchasing decisions.

Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).

Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.

Performed support ticket transaction resolution tasks and administrative functions.

Achieved sales targets regularly with solid promotional and cross-selling skills.

Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Met customer call guidelines for service levels, handle time and productivity.

Educated customers about billing, payment processing and support policies and procedures.

Maintained up-to-date knowledge of product and service changes.

Delivered prompt service to prioritize customer needs.

Responded proactively and positively to rapid change.

Communicated professionally with colleagues, freelancers and clients.

Exhibited high energy and professionalism when dealing with clients and staff.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Promptly responded to inquiries and requests from prospective customers.

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Enhanced productivity levels by anticipating needs and delivering outstanding support.

Trained new personnel regarding company operations, policies and services.

Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

MTN Rwanda, Kigali, Rwanda Dec 2016 - March 2018 Call Center Agent

Answering Incoming calls and resolving customer concerns

Documenting issues and directing calls to appropriate associates Education

High School Diploma

BBA Business Administration

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