Ange Mulisa
Buffalo,NY
Summary
*Objective:*
Quality-driven team leader and experienced call center professional . Friendly professional with a knowledgeable and organized approach to solving team and customer issues.
Seasoned Call Center Team Lead familiar with handling calls in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns.
Overview
4
4
years of professional experience
Work History
Casino
Casino Buffalo
09.2023 - Current
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Dispatcher
60 Miles Dedicated LLC
05.2020 - 01.2023
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Answered phone calls and responded to customer emails.
M&T Bank Call Center
Center One LLC
11.2019 - 05.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Attended telephone skills and program information training sessions to boost aptitude.
Education
2 YEARS OF COLLEGE - Business Administration And Management
Erie Community College
Buffalo, NYHigh School Diploma -
Riverside High School Buffalo NY
Buffalo, NY06.2017
Skills
- Call Center Customer Service
- Problem Solving
- Call Documentation
- Customer Relationship Management
- Maintaining Call Metrics
- Communication Equipment Operation
Languages
English
Kinyarwanda
kirundi
Timeline
Casino
Casino Buffalo
09.2023 - Current
Dispatcher
60 Miles Dedicated LLC
05.2020 - 01.2023
M&T Bank Call Center
Center One LLC
11.2019 - 05.2020
2 YEARS OF COLLEGE - Business Administration And Management
Erie Community College
High School Diploma -
Riverside High School Buffalo NY