Customer Service Call Center

Laure Tshimbalanga

Aubrey, TX ***** • 469-***-**** • *************@*****.*** • www.linkedin.com/in/laure-tshimbalanga-241191126/

Professional Summary

Dedicated and customer-focused professional with years of experience in customer care and client support.

Skilled in handling inquiries, resolving issues efficiently, and providing excellent service to enhance customer satisfaction.

String communication skills, problem-solving abilities, and a passion for delivering top-tier customer experiences

Leverages an in-depth understanding of customer relationship management to drive revenue, continued client commitments, and adheres to the highest accountability, integrity, and reliability standards.

Core Expertise

Customer Service & Support Conflit Resolution & Problem-Solving Effective communication CRM & Call Center Operations Interpersonal & Communication Skills Customer Retention Specialist Multitasking & Time Management Team Collaboration & Leadership

Highlights

CREATIVE PROBLEM-SOLVING & STRATEGIC DIRECTION:

Intuitive ability to analyze, identify and define problems, provide strategic direction to address issues, implement solutions, and assess results, making changes as necessary.

Drive the achievement of target goals, interpreting data, research analysis, and service initiatives across various teams.

LEADERSHIP SKILLS & COLLABORATION:

Ability to succeed with minimal guidance, inspire and influence, utilizing sound judgment and a positive attitude to handle uncertainty.

Collaborate with cross-functional teams, communicating clearly and maximizing organizational skills to multi-task and mobilize complex projects, developing the necessary skills for innovation, development, and ownership.

CUSTOMERS NEED ANALYSIS:

Knowledgeable in understanding factors that impact or could potentially affect the customer experience at any point.

Build and nurture a strong partnership with stakeholders to solidify the alliance and highlight commitment to the customer.

Promote unmatched service and loyalty actively through interaction with vendors, stakeholders, and internal and external clients.

Professional Experience

CALL CENTER SUPERVISOR Coral Club International – Dallas, TX. April 2021 - January 2022

Monitor call quality and provide individual constructive feedback to enhance performance and address areas in need of improvement.

Oversee employee performance to foster accurate prioritization and achievement of organizational and productivity goals.

Minimize workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.

Train, coach, and mentor team members on performance metrics and consumer behavior identification.

Increase efficiency through effective staff training regarding customer service protocols and call resolution techniques.

Accurately prepare reports to assist business leaders with key decision-making and strategic, operational planning.

Successfully establish and update work schedules to account for changing staff levels and expected workloads.

Assess personnel performance and implement incentives and team-building events to boost morale to ensure operational efficiency.

Achievements:

Demonstrated strong leadership skills by creating a training manual that outlines some of the best practices in a call center setting

Established and formulated standardized letters to provide World Class customer service to our customers.

Helped revamp the company’s Returns and refund guidelines, which allowed the North American region to increase revenue by more than 50%

Suggested new features to be added to CRM software to help locate customers’ accounts quicker, making our Team the Number One in offering the best and most seamless Customer service experience, and best call quality.

Fostered a teamwork environment conducive to positive dialogue across the organization. Personal efforts were cited as the driving force behind the branch’s employee-retention rate of 89% within an industry where high turnover is the norm.

Promoted to fulfill a broad range of HR functions, including recruiting and training employees, administering benefits, overseeing disciplinary action, and managing HR records.

Revised job descriptions across all levels and 20+ categories. “Shadowed” and interviewed employees to construct an accurate picture of the duties and skills required for each position.

CUSTOMER SERVICE REPRESENTATIVE Collinson – Plano, TX November 2015 – April 2020

Assist customers with inquiries, complaints, and service request through phone, email, and chat

Efficiently responded to an average of 100 calls per day, providing exceptional customer experience and generating loyalty

Resolved customer issues promptly, maintaining a high satisfaction rate

Processed orders, returns, and refunds while ensuring accuracy

Maintained detailed records of customers interactions in the CRM system

Achievement:

Performed various accounts receivable functions, including cash receipts posting, allocating and updating reports according to policy and protocols.

Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems, meeting month-end process deadlines

Nominated as Top Performer of the quarter for enrolling 19 new members out of 40 during to the company airport lounge access promotional Holidays period.

CUSTOMER SUPPORT SPECIALIST Apple Inc – Austin, TX May 2015 – October 2015

As a bilingual speaker, provided personalized support to client, ensuring a seamless customer experience.

Handled escalations and worked with internal teams to resolve complex issues.

Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.

Assisted in training new hires on customer service protocols and company policies

Achievements:

Successfully trained new French-speaking candidates who became of great value to the team within two weeks.

Triumphantly created a French-translated version of various Prepared Responses.

Introduced the company’s first formal performance review program, creating a flexible and well-received tool that was later adopted company-wide.

CUSTOMER SERVICE ASSOCIATE Smiths Medical – Dublin, OH July 2012 – March 2014

Tracked sales and service activities and prepared daily reports for management review and analysis.

Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.

Coordinated the most efficient product deliveries to meet performance metrics and exceed customers' demands.

Earned management trust by serving as the chief liaison between the company and our clients in western Canada.

Effectively responded to vendors regarding back order availability, future inventory, and special orders resulting in a better relationship between the company and the end-users.

Achievement:

Achieved a 100% follow-up goal and has been a great addition to the team by helping to raise and maintain customer and sales team satisfaction rates to 98%

Accomplishments

Developed the employees tracking timesheets by using Microsoft Word and Excel.

Utilized social media to advertise job openings and was able to attract and retain great candidates.

Education

Bachelor of Science in Industrial Relations – University of Montreal, Canada May 2007

Computer/Technical Skills

Microsoft Office Suite –Word, Excel, PowerPoint, Outlook Social Media

Languages – Proficient in English and French (written and spoken)

Experience with Sales Force, CRM, Oracle and various other systems

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