Jean Marie Ndumbi
Salt Lake City
Summary
Dedicated Sales and Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Enthusiastic Senior Customer Service Representative with more than 3 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Morgan Stanley
03.2023 - 08.2024
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients and branch employees at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues as well as branch employees using company processes and policies and provided updates.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer and branch employees satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer and branch employees interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers and branch employee.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed customer and branch employee issues related to Debit Card transactions, including lost or stolen cards, disputes, and fraudulent transactions.
- Supported clients and branch employees with inquiries about their Liquidity Access Line, including account set up, loan advances, and payment options.
Loan Officer
Morgan Stanley
03.2023 - 08.2024
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Submitted loan applications to underwriter for verification and recommendations.
Debit Card Disputes Advisor
Morgan Stanley
03.2023 - 08.2024
- Contributed to risk mitigation efforts by promptly escalating high-risk cases for further review or action.
- Improved team productivity, providing training and guidance on best practices in dispute resolution.
- Managed multiple cases simultaneously with strict attention to detail, ensuring accurate outcomes within tight deadlines.
- Assisted in developing new policies and procedures for handling debit card disputes, resulting in improved customer experience.
- Enhanced customer satisfaction by efficiently resolving debit card disputes through thorough investigation and timely communication.
- Demonstrated strong problem-solving skills during high-pressure situations, maintaining composure and professionalism even with difficult clients.
- Ensured accuracy of case documentation by maintaining organized records and updating databases regularly.
Customer Service Representative
K-Plus Painting
08.2022 - 02.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Improved customer service wait times to mitigate complaints.
- 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.
Sales Assistant
Friendinacollege
02.2022 - 05.2022
- Helped customers find specific products, answered questions and offered product advice.
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Contacted customers to provide information on new and exciting products and service offerings.
- Fostered relationships with customers to expand customer base and retain business.
- Identified trends for sale promotions to increase interest or demand in products.
- Listened to customer needs to identify and recommend best products and services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Administrative Assistant
Real Services. Inc.
06.2019 - 12.2021
- Inventoried and ordered supplies for office.
- Scheduled appointments, meetings and events for management staff.
- Responded effectively to sensitive inquiries or complaints.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Provided secretarial and office management support while building cooperative working relationships.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Composed correspondence, reports and meeting notes.
Education
Bachelor of Science - Business Management
Brigham Young University - Idaho
Rexburg, ID04.2026
Associate of Applied Science - Business Administration And Management
ISP-Gombe-Kinshasa
Kinshasa/DRC10.2021
High School Diploma -
College Saint Pie X
Kananga/DRC09.2016
Skills
- Upbeat and Positive Personality
- Verbal and Written Communication
- Creative Problem Solving
- Issue and Complaint Resolution
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Problem-Solving Abilities
- Microsoft Office Expertise
- Office Equipment Proficiency
- Account Management
- Conflict Management
- Escalation management
- Cross-Functional Collaboration
- CRM Software
- Teamwork and Collaboration
- Product and service knowledge
- Relationship Building
- Customer Data Confidentiality
- Inbound Call Management
- Employee Coaching
- Document and Records Management
- Salesforce CRM
- Administrative and Office Support
- Direct Sales
- Transaction Processing
- Money handling abilities
- Sales and Upselling
- Order documentation
- Training development aptitude
Affiliations
- Awarded best salesperson of the year
- Tree times best employee of the month
- Member of the African Diaspora
- Vice President at Student Council
Certification
- Leadership Essentials Certificate
- Customer Service Professional Certificate
- Advanced Certificate in Business Accounting
Timeline
Senior Customer Service Representative
Morgan Stanley
03.2023 - 08.2024
Loan Officer
Morgan Stanley
03.2023 - 08.2024
Debit Card Disputes Advisor
Morgan Stanley
03.2023 - 08.2024
Customer Service Representative
K-Plus Painting
08.2022 - 02.2023
Sales Assistant
Friendinacollege
02.2022 - 05.2022
Administrative Assistant
Real Services. Inc.
06.2019 - 12.2021
Bachelor of Science - Business Management
Brigham Young University - Idaho
Associate of Applied Science - Business Administration And Management
ISP-Gombe-Kinshasa
High School Diploma -
College Saint Pie X
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