Kalilou CISSE
Rochester,NY
Summary
Proven to enhance customer satisfaction through exceptional service and punctuality, notably with Uber and Lyft. Mastered route planning and efficiency, elevating passenger experience. Excelled in customer engagement and situational awareness, achieving high service level scores. Demonstrated flexibility and strong navigation skills, ensuring timely and safe deliveries across multiple roles.
Overview
6
6
years of professional experience
Work History
Uber Partner
Uber And Lyft
Rochester, NY
01.2022 - Current
- Improved customer satisfaction by providing prompt and professional service as an Uber Partner.
- Developed strong time-management skills to ensure punctual pick-ups and drop-offs for passengers.
- Demonstrated flexibility by working nights, weekends, and holidays to accommodate passenger schedules.
- Consistently maintained positive reviews from passengers on the Uber platform due to exceptional service quality.
- Managed challenging situations calmly, addressing any conflicts or issues that arose during rides.
- Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
- Assisted passengers with special needs or requirements, ensuring their comfort throughout the ride.
Customer Service Representative Agent
Sutherland Global Service
Rochester, NY
03.2020 - 11.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- I was promoted to tier 2 agent and was in charge of refunding customers and helping other agents needing support.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
Food Delivery Driver
GrubHub
New York, NY And Rochester
11.2018 - 01.2020
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
- Maintained a high level of professionalism throughout interactions with both restaurant staff members and customers.
- Utilized GPS systems effectively for accurate routing and delivery time estimates.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Navigated efficiently through various routes for timely food deliveries.
- Followed traffic laws during delivery for safety of pedestrians and other vehicles.
Package Delivery Driver
Self-employeed
New York, NY
08.2018 - 11.2018
- Delivered packages to customer doorsteps and business offices.
- Utilized GPS to plan delivery routes with focus on efficiency and deadline management.
- Maintained clean driving record and observed relevant traffic laws to reduce risks.
- Improved customer satisfaction by ensuring timely and accurate package deliveries.
Education
Bachelor of Arts - Human Ressources
Booth Institut
Abidjan ,Côte D'ivoire 07.2017
Associate of Arts - Business Communication
ITES
Abidjan Côte D'ivoire 07.2001
Skills
- Flexibility
- Punctuality
- Cleanliness
- Situational Awareness
- Driving Safety
- Strong navigation
- Vehicle Maintenance
- Route Planning
- Customer Engagement
- Safe Driving
- Defensive Driving
- Customer Service
- Map Reading
- Efficiency and Time Management
- Attention to Detail
- Knowledge of local area
Good mechanic skills
My father was a truck mechanic, so since childhood I've worked in the truck mechanics branch, and I know a lot about it.
Languages
French
Native or Bilingual
English
Professional Working
Timeline
Uber Partner
Uber And Lyft
01.2022 - Current
Customer Service Representative Agent
Sutherland Global Service
03.2020 - 11.2023
Food Delivery Driver
GrubHub
11.2018 - 01.2020
Package Delivery Driver
Self-employeed
08.2018 - 11.2018
Bachelor of Arts - Human Ressources
Booth Institut
Associate of Arts - Business Communication
ITES