Customer Service Representative
Resume:
ROSY ZELO
Bilingual English & French Customer Service Specialist
PROFESSIONAL SUMMARY:
Bilingual (French/English) Customer
Service Professional with 10+ years of
experience in financial services,
telecommunications, and logistics.
Proven track record of exceeding
performance goals by resolving
complex client issues, improving
customer retention, and delivering
top-tier support. Adept at managing
high call volumes, multitasking in fast-
paced environments, and utilizing
technical troubleshooting skills to
ensure customer satisfaction.
Recognized for providing empathetic
and personalized service.
CONTACT
PHONE:
WEBSITE:
https://www.linkedin.com/in/rosy-zelo-
886729164/
EMAIL:
*********@*****.***
HOBBIES
Language Learning & Cultural
Exchange
Problem Solving & Critical Thinking
Games
Community Volunteering
Continuous Learning
EDUCATION
College Don Petit-Petit
September 2001 – July 2017
Courses Completed: Customer Service Management, Conflict Resolution, Business Communication, Technical Support Essentials WORK EXPERIENCE
Bank of America - Bilingual Customer Service Representative July 2024 - Present
Delivered exceptional bilingual French customer service, maintaining a 95%+ customer satisfaction rate. Resolved complex account issues, reducing resolution time by 20% through effective troubleshooting. Developed a reputation for providing empathetic and solution-oriented support, resulting in client retention.
Goldman Sachs - Bilingual Customer Service Representative January 2023 - July 2024
Provided bilingual French support to high-net-worth clients, ensuring seamless banking experiences. Achieved 98% first-contact resolution by addressing account inquiries proactively. I have partnered with cross- functional teams to expedite issue resolution.
Bath & Body Work - Machine Operator
July 2022 - December 2022
Operated machinery to produce and package products with precision and efficiency. Ensured product quality and resolved issues quickly, demonstrating problem-solving skills. Collaborated with cross-functional teams to meet production goals.
Amazon - Warehouse Associate
April 2021 - July 2022
Managed picking, packing, and shipping processes while ensuring order accuracy and timely delivery. Maintained clear communication with team members and supported issue resolution to ensure customer satisfaction.
XPO Logistics/GXO Logistics - Logistics Support Specialist January 2019 - April 2021
Resolved shipping and inventory issues by identifying root causes and providing effective solutions. Delivered reports on shipments and inventory levels to optimize warehouse efficiency. Provided excellent service to internal and external customers.
Bed Bath & Beyond - Service Resolution Specialist
March 2016 - January 2019
Assisted customers with inquiries related to orders and inventory. Collaborated with warehouse teams to ensure accurate product availability and resolve logistical challenges. Maintained organized records to support operational efficiency.
Tigo Congo - Bilingual Customer Service Representative December 2011 - October 2013
Managed up to 150 customer interactions daily, providing prompt and accurate bilingual French service. Consistently exceeded quality assurance targets with a 98% service accuracy rate. Applied conflict resolution skills to de-escalate customer complaints and increase satisfaction.
Vodacom Congo - Customer Service Representative
June 2010 - November 2011
Provided phone support for customer inquiries, billing issues, and service upgrades. Ensured timely resolution of complaints, contributing to increased customer loyalty. Demonstrated excellent data entry and invoicing skills.
SKILLS
Bilingual: Fluent in French and English. Customer Service & Client Relations. Technical Troubleshooting Support. Problem Solving & Conflict Resolution. Call Center Operations. Account Management. Multitasking in Fast-Paced Environments. Proficient in Microsoft Office (Word, Excel) Multilingual: English and French. CRM Software & Ticketing Systems. ACHIEVEMENTS & AWARDS
Employee of the Month at Bank of America for exceptional customer service (2024) Recognized at Goldman Sachs for achieving 98% first- contact resolution rate (2023).
VOLUNTEER EXPERIENCE
Customer Support Volunteer for Community Assistance Programs. Assisted in organizing community events and providing logistics support. PROFESSIONAL DEVELOPMENT
Completed Online Courses in Customer Service Management. Engaged in continuous learning in emerging customer service technologies.
Contact this candidate