IMELDA CYNTHIA HOUSSOU
Shawano,WI
Summary
- Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs.
- Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
- Willingness to take on added responsibilities to meet team goals.
- Experienced customer service representative with over 10 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Care Agent
VF Corporation
10.2020 - 03.2022
- Support customers through a variety of mediums, including phone calls, email, live chat, and social media
- Establish customer needs by asking open ended questions, active listening and conveying empathy
- Link product benefits to customer’s needs by researching, providing product information, and recommending a solution
- Process product orders and provide prompt and efficient response and resolution to all customers’ requests
- Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
Bilingual Office Agent
LA CAPITALE, GENERAL
01.2017 - 10.2017
- Communicate by letter or by phone with the Insured concerning the records for which there is an overdue account to receive
- Proceed from the list of certified letters to ship, the analysis of the case to assess the relevance of whether or not to send the certified letter
- Ensure the follow up of files for which a certified letter was mailed and proceeded to the cancellation of the police in the prescribed time limit
- Ensure the treatment of lists of fonts canceled with balances due customers with other insurance policies in force and identifies the letter to send to claim the balance
- Treat the list of fonts canceled with a balance due without payment for 45 days
- Treat the list of fonts with the balance having 106 days of age
- Perform the activities to the agent automatically generated by the Computerized process of collection, and its respective activities entered manually
- Check the contracts selected and handed to the center of perception, take the appropriate actions before shipping to customers
- Contact customers by phone following the sending of a correspondence for outstanding balance before the transfer of the file to the collection agency external
- Analyzes the requests for payment, advises clients on the terms and conditions to the result of the missing levies and analyzes the requests for refund of bank charges
- Proposes a payment agreement to the customer if there is place - Assumes the responsibility of payment arrangements taken with customers - Proceeded to the analysis of the case to determine the relevance of keeping in force the contract
- Takes the appropriate provisions with the customer or undertakes its cancellation - Maintains the followed of the activities to the agent entered manually for the folders that have been assigned
- Analysis of the files for which a disaster has been reported and/or there is an account to receive in suffering to determine whether there is a need to retain all or part of the sums due
- Transmits to the appropriate team any request to delay a payment, refund, change of mode of payment or the payer; - Contacts the clients by telephone following the sending of a correspondence for outstanding balance before the transfer of the file to the collection agency external
- Proceeded to the opening of the mail and the seizure of manual checks - Performs any other task at the request of his immediate superior.
Bilingual office agent
LA CAPITALE, GROUP INSURANCES
06.2014 - 11.2014
- Performs the customer service for the administration department of the group insurances - receives the telephone calls for all requests for information relating to the terms of the collective insurance of each insured
- Give the information necessary for understanding the insurance policies and refer them to their union officer in charge of their group insurances when necessary
- Check the insurance cover and adjust the problems at the level of the changes of coverage of collective insurance - Finalize procedures for new group insurance memberships - Transfer to the right department according to customer's need
Customer and Loyalty Service Representative
NNC, TELUS RETAILER
01.2013 - 06.2014
- Department of follow-up to the Clientele - Call customers 20 days and 120 days after their passage in the TELUS's shops to validate their satisfaction about the quality of service received - Validate the information and complete sales of accessories if there is place - Manage the complaints - Provide an elevated customer experience to generate a loyal clientele
- Retention Department consumer: - Continue the same tasks but in addition, call customers to perform their renewal of cellular agreement and convince them to do so online with delivery by Purolator
- Increase sales of accessories, of activations and renewals and to ensure customer loyalty
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Customer Service Agent
NORDIA, L'Ancienne, Lorette
12.2011 - 11.2012
- Ensure that the standards of uses of the receptors of Bell are respected by customers and agents in the other departments
- Be sure to avoid and to halt the system of fraud by verifying that the receivers of the clients are well to the address entered in the system during activation while avoiding the unsubscribe
- Department Bell TV - Receive calls from customers and adjust their technical problems, billing and manage the complaints of customers to optimize their experience and avoid any cancellation of service
- Direct them to the appropriate department if necessary
- Door to door department: - ensure after-sales service from vendors who are going door to door in incoming orders in the system
- Do a follow-up after customers to validate the accuracy of the information they have received prior to validate their order for placing in service in the system to avoid the too large number of Account churn
Education
Associate Degree - Christian Ministry
ICMB Canada
Québec, Canada06.2020
ASSOCIATE DEGREE - Pastoral Counseling
Canadian Evangelical Seminary
Calgary, AB Canada06.2019
COLLEGE DIPLOMA - Christian Counseling
Montreal School of Ministry,
04.2014
GED -
La Farandole
07.2004
Skills
- Interpersonal and written communication
- Self-motivated & accountable
- Extremely organized
- Data entry
- Strong verbal communication
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Data Entry and Maintenance
- Call Documentation
- Calm and Professional Under Pressure
- Researching Customer Issues
- Technical Support and Assistance
- Conflict Resolution Techniques
- POS Systems and Ordering Platforms
- Promotions Programs
- Computer Proficiency
- Personnel Management
- Telephone Reception
- Patient and Empathetic
- Customer Account Management
Timeline
Customer Care Agent
VF Corporation
10.2020 - 03.2022
Bilingual Office Agent
LA CAPITALE, GENERAL
01.2017 - 10.2017
Bilingual office agent
LA CAPITALE, GROUP INSURANCES
06.2014 - 11.2014
Customer and Loyalty Service Representative
NNC, TELUS RETAILER
01.2013 - 06.2014
Customer Service Agent
NORDIA, L'Ancienne, Lorette
12.2011 - 11.2012
Associate Degree - Christian Ministry
ICMB Canada
ASSOCIATE DEGREE - Pastoral Counseling
Canadian Evangelical Seminary
COLLEGE DIPLOMA - Christian Counseling
Montreal School of Ministry,
GED -
La Farandole
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