Customer Service Experience

STANLEY SIVERE KUMINYUY

Waldorf, MD ***** 301-***-****

***************@*****.***

PROFESSIONAL

SUMMARY

Highly motivated customer representative with a lot of years of experience in the delivery of exceptional customer service and relationship building that encourages customer satisfaction and retention. With my background, I will be in a position to deliver exceptional customer service with excellent written and verbal communication in English.

Committed to the delivery of high customer service standards, and experience in retail, with proven ability to work towards and consistently exceed targets. Am a team player as well if am offered the role I will bring all my experience to add a plus to the team.

SKILLS Help desk ticketing

Office management 365

Fluent in speaking and

writing French

Problem solving Skills

Emotional intelligence

Strong Motivation and

Couching Skills

WORK HISTORY CUSTOMER SERVICE

TELUS INT

May 2018 - June 2020

- Handled bills, and sales and provided technical support to subscribers Handle emails, live chat, and inbound calls.

Responsible for mentoring newly hired agents.

CUSTOMER EXPERIENCE ANALYST

TELUS INTERNATIONAL

Dec 2020 – Aug 2023

• Analyzing customer feedback and identifying areas for improvement.

• Monitoring customer interactions across various channels, such as email, phone, and social media.

• Measuring and tracking customer satisfaction through surveys and other metrics.

• Creating and implementing strategies to improve the customer experience.

• Collaborating with cross-functional teams, such as product development and marketing, to ensure a consistent and positive customer experience.

• Using data analytics tools to analyze customer behavior and trends.

• Providing insights and recommendations to management based on customer feedback and data analysis.

• Staying up-to-date with industry trends and best practices in customer experience management.

• Developing and maintaining customer journey maps to understand the customer experience from end-to-end.

• ensure that the company is meeting the needs and expectations of its SK

customers and to identify opportunities for improvement EDUCATION Diploma: Project Management (CAREER4ALL ACADEMY)Lagos Nigeria Aug 2015

Diplome: Computer Science (Trustech Molyko Buea Cameroon) June 2010

Bachelor of Arts in English Language (University of Buea ) Oct 2009

Advanced Level Certificate (Bilingual Grammar School Molyko Buea) June 2002

Ordinary Level Certificate (Bilingual Grammar School Molyko Buea) June 2000

First School Leaving Certificate ( Government Primary School Buea,Cameroon) 1988-1995

CERTIFICATION Certification of Recognition in Mobility (Telus International) July 2019 FRENCH

Native or Bilingual

ENGLISH

Native or Bilingual

Languages

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