Hi, I’m
Immaculate Wabushi
Dallas,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
years of professional experience
Work History
Teleperformance USADallas, TX
Customer Service Manager
04.2020 - Current
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Audited customer account information to identify issues and develop solutions.
- Organized client contracts, records and reports to strengthen traceability.
- Explained benefits, features and recommendations to maximize client retention.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Led team engagement to assist cross-functional departments and achieve goals.
Starbuck's CoffeeDallas, TX
Customer Service Associate
03.2018 - 04.2020
Job overview
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Improved customer service wait times to mitigate complaints.
EABLDallas, TX
Customer Service Specialist
02.2016 - 03.2018
Job overview
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
Catholic University of Eastern AfricaKenya
Bachelor of Science from Biochemistry
10.2015
Skills
- Policy Enforcement
- Handling Escalations
- Time Management
- Work Prioritization
- Team Building and Leadership
- Decision Making
- Talent Development
- Performance Evaluations
- Issue Resolution
- Client Relations and Retention
- Work Planning and Prioritization
- Revenue Forecasting
- Employee Coaching and Motivation
- Complex Problem Solving
- Goal Setting
Timeline
Customer Service Manager
Teleperformance USA
04.2020 - Current
Customer Service Associate
Starbuck's Coffee
03.2018 - 04.2020
Customer Service Specialist
EABL
02.2016 - 03.2018
Catholic University of Eastern Africa
Bachelor of Science from Biochemistry
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