Munawara Alhassan Alolo
Peachtree Corners,GA
Summary
Proficient in a range of computer applications. Well-developed communication and customer service skills. Proven ability to efficiently plan and manage multiple assignments to meet tight deadlines to prove myself and grow with the company. Proactive problem solver who gets the job done. Effective teamwork. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Conduent
02.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Deli Bakery Associate
Walmart
08.2020 - 01.2023
- Enhanced customer satisfaction by providing exceptional service and maintaining a clean, welcoming environment.
- Improved bakery efficiency through effective time management and prioritization of tasks.
- Assisted in creating unique and visually appealing displays for special occasions and seasonal promotions.
- Collaborated with team members to ensure consistent product quality and adherence to company standards.
- Maintained proper inventory levels by conducting regular stock checks and placing timely orders when necessary.
- Increased sales by recommending complementary items and promoting current specials to customers.
- Ensured food safety compliance by following strict guidelines for storage, handling, and preparation of baked goods.
- Contributed to the development of new menu items through experimentation with ingredients and baking techniques.
- Provided support to other departments within the store as needed, fostering a collaborative work environment.
- Demonstrated versatility in mastering various baking techniques, allowing for efficient production of diverse menu offerings.
- Streamlined workflow processes through effective organization and communication among team members.
- Consistently met or exceeded productivity goals while maintaining high-quality standards for all baked goods produced.
- Trained new employees on bakery procedures, ensuring they quickly became productive contributors to the team.
- Reduced waste by accurately measuring ingredients and implementing proper portion control during preparation stages.
- Delivered outstanding customer experiences by addressing concerns promptly and professionally, resulting in repeat business from satisfied patrons.
- Retained detailed knowledge of ingredient lists and allergen information, enabling confident response to customer inquiries regarding dietary restrictions or preferences.
- Utilized creativity in designing custom cake orders that exceeded customer expectations while adhering to their specific requests.
- Managed daily cash transactions efficiently, ensuring accurate register balances at shift end.
- Performed routine equipment maintenance tasks such as cleaning mixers, ovens, or utensils to maintain optimal functionality and prevent potential hazards.
- Participated in monthly team meetings to discuss strategies for improving bakery operations and providing input on potential opportunities for growth.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Monitored customers for signs of security concerns and escalated issues to management.
- Developed strong rapport with customers and created positive impression of business.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Recommended complementary purchases to customers, increasing revenue.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Used in-store system to locate inventory and place special orders for customers.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Prioritized helping customers over completing other routine tasks in store.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Wrapped, boxed and weighed bakery department products.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Recommended new bakery items to customers based on taste preferences, building rapport and boosting sales.
- Decorated and merchandised quality bakery goods to build business reputation and revenue base.
- Used utensils and equipment to portion, wrap and display bakery items.
- Inspected goods to establish accurate pricing and labeling.
- Checked expiration dates and rotated products to verify freshness and avoid spoilage.
- Maintained tidy and organized work area to comply with cleanliness standards.
- Helped customers locate ideal menu items by listening to needs and recommending specific products or services.
- Monitored counter and display inventory by replacing stock and requesting new products from kitchen to keep areas well-stocked for maximum sales.
- Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.
- Offered immediate assistance and menu advice to guests, documented orders, and conveyed special requests to baker and assistants.
- Provided superior customer service to promote guest satisfaction, brand loyalty, and consistent revenue.
- Mixed dough, scaled breads, and cakes, fried doughnuts and performed baking duties.
- Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Prepared all pastry items in accordance with standards of quality, quantity control, taste, and presentation.
Clinical Counselor (Supervisor)
YOUTH OPPORTUNITIES UPHELD INC (YOUINC)
01.2019 - 02.2020
- Document client care as directed
- Got familiar with the client’s reason for intake and treatment plan
- Inform clients about the services we provide
- Prepared standard reports of each client to track treatment progress after each shift
- Document medication administered
- Protect client confidential information by ensuring staff don’t discuss specific client information outside closed doors
- Mediating conflicts between clients and their parents Answer phone calls, schedule meetings and support visitors
- Communicate appropriate treatment options promptly
- Complete required training.
Education
MASTER OF SCIENCE IN COMPUTER SCIENCE (MSCS) -
Kennesaw State University
Kennesaw, GA03.2024
BACHELOR OF SCIENCE (BSC) IN DEVELOPMENT PLANNING -
University For Development Studies, Ghana
Ghana07.2013
Skills
- Communication (written and verbal)
- Organization and planning
- Customer service
- Scheduling meetings / Appointments
- Technology
- Team player and ability to work independently
- Active listening skills
- Documents and records management
- Ability to meet deadlines
- Multi-tasking
- Prioritization and independent problem-solving skills
- Discretion
- Phone Etiquette
- Attention to detail
- Multi-line phone systems
- Medical terminology knowledge
- Data entry, Data collection
- Microsoft Word, Excel, PowerPoint
- Analytical skills
- Complaint resolution
Certification
- 09/01/22, PRESENT, Quality Assurance
- 06/01/22, 08/01/22, IT Audit
Activities
Member of Northern Girls Initiative where we mentor girls, particularly towards their education and how to get scholarships to further their education.
Timeline
Customer Service Representative
Conduent
02.2023 - Current
Deli Bakery Associate
Walmart
08.2020 - 01.2023
Clinical Counselor (Supervisor)
YOUTH OPPORTUNITIES UPHELD INC (YOUINC)
01.2019 - 02.2020
MASTER OF SCIENCE IN COMPUTER SCIENCE (MSCS) -
Kennesaw State University
BACHELOR OF SCIENCE (BSC) IN DEVELOPMENT PLANNING -
University For Development Studies, Ghana