Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Heritier Ndembo

Auburn,ME

Summary

Dedicated customer service professional with a proven track record in complaint handling, call management, and process improvement. Focused on enhancing client satisfaction and mentoring team members.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Sage50 Canada
Cape Town South Africa
01.2020 - 05.2025
  • Resolved customer inquiries through multiple channels, enhancing client satisfaction.
  • Implemented process improvements to streamline ticket resolution workflows.
  • Trained new staff on company policies and customer service best practices.
  • Analyzed feedback data to identify trends and recommend service enhancements.
  • Mentored junior representatives, fostering a culture of continuous improvement and teamwork.

Customer Service Representative

Lufthansa Airlines
Cape Town South Africa
02.2017 - 01.2020
  • Collaborated with cross-functional teams to address complex customer issues effectively.
  • Developed training materials to support ongoing staff development initiatives.
  • Led initiatives to improve response times, resulting in increased operational efficiency.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

High Certificate - Information And Communication Technology

Cape Peninsula University of Technology
Cape Town South Africa
09.2015

High School Diploma -

La Fontain
Kinshasa DRCongo
06.2008

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Call management
  • Product knowledge

Certification

  • Data Protection, Lufthansa- 2019-2020

Languages

English
Full Professional
French
Native or Bilingual

Timeline

Customer Service Representative

Sage50 Canada
01.2020 - 05.2025

Customer Service Representative

Lufthansa Airlines
02.2017 - 01.2020

High Certificate - Information And Communication Technology

Cape Peninsula University of Technology

High School Diploma -

La Fontain