Customer Service Representative

SIRIANE L BOPDAMBE

Arlington VA, US *** -***- ***9 *******.********@*****.***

Professional Summary

Customer Service Representative with 4 years' experience bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Skills

●Business Controls

●Business Expansion

●Data Tracking

●Document Processing

●Strategic Planning

●Critical Thinking

●CRM

●Service Now

●Microsoft Outlook

●Cisco Finesse

Technical skills

●Operating Systems: Windows 10/11, macOS, Linux

●Software: Microsoft Office, Google Workspace, Salesforce

●Hardware: Desktops, laptops, mobile devices, printers

●Programming Language: python, Java Script

Work History

Technical Support Representative at North Kansas City Hospital (2021-Present)

●Assisted customers in identifying issues and explained solutions to restore service and functionality.

●Documented support interactions for future reference.

●Used ticketing systems to manage and process support actions and requests.

●Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

●Collaborated with supervisors to escalate and address customer inquiries or technical issues.

●Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.

●Created user accounts and assigned permissions.

Sales/ Customer service Representative (2020 to 2021)

CAMAIRCO AIRLINE DLA CAMEROON

●Handled customer inquiries and suggestions courteously and professionally.

●Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.

●Answered constant flow of customer calls with minimal wait times.

●Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

●Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

●Developed strong product knowledge to provide informed recommendations based on individual customer needs.

●Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

●Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

●Bachelor's degree in social and management science, University of Buea, Cameroon (2016-2019)

●CompTIA A+ Certification

●HDIP (Help Desk Institute Professional) Certification, Help Desk Institute (2022)

Languages

English and French

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