Fidele Raissa Yimkoua Kouatcheu
Leominster,MA
Summary
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.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Conscientious Customer service representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Knowledgeable and dedicated customer service professional with extensive experience in . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Life Care Center Of Leominster
Leominster, MA
02.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Communicated professionally with colleagues, freelancers and clients.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Cross-trained and provided back up for customer service managers.
- Promoted available products and services to customers during service, account management and order calls.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Provided ongoing guest service.
Education
Bachelor - Pharmaceutical Chemistry
University of Bamenda
Cameroon 06.2017
High School Diploma -
BHS Buea
Cameroon 06.2014
Skills
- Customer Account Management
- POS Systems and Ordering Platforms
- Upselling Products and Services
- Call Documentation
- Customer Retention Strategies
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Interpretation and Translation Services
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Responding to Difficult Customers
- Information Inputting
- Merchandise Arrangements
- Customer Service and Assistance
- Credit Card Payment Processing
- Telephone Management
- Report Creation
- Cash Register Operations
- PCI (Payment Card Industry)
- Microsoft Exchange
- Call Transfers
- Report Preparation
- Document Conversion
- Consulting Supervisors
- Answering Customer Questions
- Provider Relations
- Answering Emails
- Promoting Brand and Company Identity
- Microsoft PowerPoint
- Administrative and Office Support
- Excellent Attention to Detail
- Proficiency in Microsoft Office and G Suite
- Critical Thinking
- Livechat Messaging
- Team-Oriented and Cooperative
- Customer Information Databases
- Merchandise Orders and Exchanges
- Sales Report Generation
- Computer Proficiency
- Solving Customer Concerns
Certification
- First Aid/CPR Certified
- Basic life support
- CNA Certified
Languages
French
Full Professional
Timeline
Customer Service Representative
Life Care Center Of Leominster
02.2018 - Current
Bachelor - Pharmaceutical Chemistry
University of Bamenda
High School Diploma -
BHS Buea
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