Service Representative Support

Joy Adune Yewong Wepnyu

Queen

Bilingual Customer Service representative with 7+ years experience, specializing in continuous improvement, client relations, and cross-functional leadership,proven telephone skills include; high- volume inbound and outbound calls, sales,technical support and customer care. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings. Excellent communication and problem-solving skills coupled with high attention to detail and accuracy to provide each customer with a positive experience.

Skills

Complaint resolution

Report preparation

Strategic sales knowledge

Creative problem solving

Call Center Operations

Inbound and Outbound Call handling

Data Entry

Excellent Communication Skills

Phone/Computer Skills

De-escalation Techniques

Work History

Jul 2020 -

Current

Customer Service Representative

Customer Service Representative

Address Lemoore, CA 93245

Phone +1-559-***-****

E-mail **************@*****.***

Costco Wholesale Corp, Remote, Remote

Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Provided primary customer support to internal and external customers. Answered constant flow of customer calls with minimal wait times. Call clients and customers to inform them about the company's new products, services and policies.

Guide callers through troubleshooting, navigating the company site or using the products or services.

Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items. Collaborate with other call center professionals to improve customer service. Help to train new employees and inform them about the company's customer management policies

May 2018 -

Jun 2020

Customer Support Representative

Idemia, Remote, Remote

Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions. Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support. Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.

Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.

Made 50+ outbound calls daily to customers interested in information technology education.

Consistently exceeded key performance indicator targets regarding call length, conversion rate and customer satisfaction. Trained four new employees on sales script recitation, product knowledge, conflict resolution and data entry practices.

Handling many inbound and outbound calls to and from customers, listening to customers needs or issues.

De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Mar 2016 -

Apr 2018

Sales Representative

Reliance Global Services, Remote, Remote

Retained excellent client satisfaction ratings through outstanding service delivery.

Met with existing customers and prospects to discuss business needs and recommend optimal solutions.

Trained and mentored new sales representatives.

Developed and delivered engaging sales presentations to convey product benefits.

Implemented up-selling process that resulted in a 6% increase in total sales, earned certificate as Employee of the Month, and took on a mentorship role for new representative

Assisted more than 50 customers per day with purchasing decisions and product details to improve the customer experience, recommending sale items and earning a customer satisfaction rating 15% higher than the company average

Worked with customers on complaints, successfully avoiding service cancellation on 98% of calls and providing additional information about ancillary service

Quickly master finance and product knowledge to be able to offer expert advice or escalate to correct departments as required Efficiently and accurately record customer details to ensure bank records were kept up to date and all call center agents had relevant information for additional calls

Take calls from customers answering questions or addressing any concerns they may have.

Education

Oct 2011 -

Dec 2014

Bachelor of Science: Psycology

University Of Buea - Buea,SW

Feb 2015 -

Feb 2016

Technical Certificate in Customer Service: Customer Service Management

Business Management School - Nicosia,Cyprus

Certifications

Mar 2016 Call Center Asssociate Certified

Languages

English

French

Additional Information

REFERENCES WILL BE SUBMITTED ON REQUEST.

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