Hi, I’m
Albert Kalonji
Rochester,NY
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
29
years of professional experience
Work History
Sutherland GlobalRochester, NY
Customer Service Assistant
11.2021 - Current
Job overview
- Collaborated closely with colleagues to meet customer needs.
- Consulted with customers regarding needs and addressed concerns.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Participated in training and other learning opportunities to expand knowledge of company and position.
- Resolved customer complaints and issued refunds as needed.
PactivRochester, NY
Machine Operator
08.2019 - 10.2020
Job overview
- Prepared machine for production processes by equipping with required tools and parts.
- Documented daily production data and submitted accurate time logs to keep management up-to-date.
- Verified production orders prior to starting set-up.
- Monitored and observed production line to watch for pile-ups and jams.
- Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.
- Manipulated controls to set, activate and adjust mechanisms on machinery.
- Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
- Conducted preventable maintenance on process line and quickly resolved production problems to minimize downtime.
Bausch & LombRochester, NY
Manifacture Technician
07.1997 - 09.2019
Job overview
- Prepared machine for production processes by equipping with required tools and parts.
- Verified production orders prior to starting set-up.
- Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
- Conducted preventable maintenance on process line and quickly resolved production problems to minimize downtime.
- Read and understood blueprints, product specifications and tooling instructions to plan correct operational sequences and prevent materials waste.
- Completed written reports of problems and necessary repairs to forward to management and maintenance personnel.
- Operated multiple fabricating machines, cutoff saws, shears and forming or spinning machines.
- Established and adjusted feed rates and cutting parameters to keep operations in line with production demands.
- Utilized fastening equipment to fasten, package and stack materials and products.
- Set up and operated production machinery according to specific standards and protocols of company.
- Monitored production line, watching for pile-ups or jams.
- Helped achieve team goals by rotating production lines and daily duties to meet demand.
- Reduced health and safety risks with strict adherence to safety protocols and PPE requirements.
- Calibrated machines to adhere to quality standards and maintain required productivity levels.
- Followed daily preventive maintenance schedule for cleaning and lubricating machinery.
- Looked through work orders to determine type and quantity of materials needed for each production batch.
- Met or exceeded target for on-time customer shipments.
- Used daily system logs to document production information, discussing issues with management.
- Produced quality products by palletizing, packaging and assembling finished items.
- Measured and weighed items to meet quality standards and prevent waste.
T.C.C BusinessRochester, NY
Assistant Manager
02.2009 - 10.2015
Job overview
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
Jasco Tools and DieRochester, NY
Machine Operator
07.1994 - 07.1997
Job overview
- Prepared machine for production processes by equipping with required tools and parts.
- Verified production orders prior to starting set-up.
- Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
- Conducted preventable maintenance on process line and quickly resolved production problems to minimize downtime.
- Organized pallets and secured materials with plastic wrap to prepare for movement to skids.
Education
Institut Supérieur De Technique MedicalLubumbashi- Congo
High School Diploma
07.1992
University Of LubumbashiLubumbashi- Congo
Some College (No Degree)
Skills
- Call Center Operations
- Upselling Products and Services
- Translation and Interpretation Services
- Data Entry and Maintenance
- Creative Problem Solving
- Customer Data Confidentiality
- Understanding Customer Needs
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Relationship Building
- Time Management
- Teamwork and Collaboration
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Accomplishments
- Consistently maintained high customer satisfaction ratings.
Timeline
Customer Service Assistant
Sutherland Global
11.2021 - Current
Machine Operator
Pactiv
08.2019 - 10.2020
Assistant Manager
T.C.C Business
02.2009 - 10.2015
Manifacture Technician
Bausch & Lomb
07.1997 - 09.2019
Machine Operator
Jasco Tools and Die
07.1994 - 07.1997
Institut Supérieur De Technique Medical
High School Diploma
University Of Lubumbashi
Some College (No Degree)