Colin Ngoma Tunga
Lake Oswego,OR
Summary
Enthusiastic Senior Customer Service and Sales offering 4 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
I am a meticulous fast learner, dynamic and trustworthy hard worker that is creative. I am flexible and adapt well in new environments, make quick decisions and interpret the results.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative and Sales
Whirlpool Cooperation
01.2023 - Current
- French and English calls
- Sale : promoted and educated customers about Extended Warranty plans, consumable (water filters, detergent and more).
- Utilized CRM, Genesys Cloud and Service Bench tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Created and maintained detailed database to develop promotional sales.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained new personnel regarding company operations, policies and services.
- Reduced call wait times by implementing effective time management techniques within the team.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team. Ensured that workers achieved full understanding on the risks and how to minimize them as much as possible - Monitored quality and control - Assigned employees a toolbox daily before any duties - Printed daily, weekly and monthly reports and submitted to multiple Managers
Operator
FCA Chrysler
05.2021 - 11.2022
- Performing a variety of jobs in assembly and stamping operations
- Work in hot and/or cold environments.
- Work safely around heavy equipment or manufacturing machinery
- Work in tight or closed in spaces
Warehouse Selector
01.2021 - 09.2022
- - Accurately match numbers & letters - Accurately stage and sort products for loading - Loads and unloads trailers - Opens and closes dock doors - Maintain a clean and safe work area - Sorts and places parts in racks or other designated areas - Pulling of manual dock chain - Stacks cardboard boxes and pallets - Move materials within the warehouse - Complies with all safety requirements - Package or kit finished product for shipping (shrink wrapping, boxing, labeling) - Electronically scan products using a warehouse...
Shipping and Receiving Clerk
Shinola Detroit LLC
07.2020 - 01.2021
- - Receiving all packages physically and through the software (AX 2012) - Inventory - Labelling and scanning items for staging - Inspecting and transferring items and packages to the different departments according to the orders - Shipping some items - Tracking and tracking (UPS) - Moving Items with pallet jacks - Using outlook/email for replying different concerns about the items received - Submitting my report to my Supervisor
Quality Control Intermediate
Shinola Detroit LLC
02.2018 - 03.2020
- - Make sure all watches work properly by checking all functions - Verify that there is no dirt and/or debris inside - Submit watches to my supervisor for the second inspection - Notify Casers and repair team about rework (watches that need to be cleaned and/or repaired) - Print and submit my daily QCIN report to my Supervisor
Manager
Kapulo Anvil Mining D.R Congo (Trafigura)
05.2015 - 06.2016
- - Managed organization of 53 employees - In charge of logistics (Import and export operations) and transport (busses, cars, barges and airplanes planned) - Monitored 2 ports and all the items reported there - Tracked and traced all goods on import and export - Updated and print the production team's report and submitted to the CEO and General Manager - Sorted out various issues within my department and supported other departments as needed
Project Supervisor
Impala Terminals SARL D.R. Congo (Trafigura)
05.2011 - 01.2015
- - Monitored the transportation of copper concentrates, cobalt, tins and all kind of bulk minerals, traced and tracked the goods on local and in international trips - Coordinated the truck's booking - Decided loading and offloading according to their final locations - Updated and printed the daily for submission to the Manager
Education
License in marketing (Equivalent to Bachelor Degree) - Marketing Management
University of Lubumbashi
Lubumbashi Kasapa07.2008
Skills
- Salesforce CRM
- Logistics Analyst
- Quality Control
- Customer Support
- Quality Assurance
- Payment Processing
- Complaint resolution
- Database, account and conflict Management
- SOP Writing
- Computer (search, internet et more)
- Teamwork and Collaboration
Languages
English
Full Professional
French
Native or Bilingual
kiswahili
Native or Bilingual
Lingala
Native or Bilingual
Timeline
Senior Customer Service Representative and Sales
Whirlpool Cooperation
01.2023 - Current
Operator
FCA Chrysler
05.2021 - 11.2022
Warehouse Selector
01.2021 - 09.2022
Shipping and Receiving Clerk
Shinola Detroit LLC
07.2020 - 01.2021
Quality Control Intermediate
Shinola Detroit LLC
02.2018 - 03.2020
Manager
Kapulo Anvil Mining D.R Congo (Trafigura)
05.2015 - 06.2016
Project Supervisor
Impala Terminals SARL D.R. Congo (Trafigura)
05.2011 - 01.2015
License in marketing (Equivalent to Bachelor Degree) - Marketing Management
University of Lubumbashi
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