KERENE MaLU
Charlotte,NC
Summary
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.
Dedicated 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.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Zola Grosseries
Charlotte, NC
03.2024 - Current
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Led on- and off-site customer support teams across multiple time zones.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Oversaw warranty counseling process to manage expense controls.
- Strengthened customer retention by offering discount options.
- Gathered customer feedback through surveys and used the data to improve customer service.
Intern Agent
Minister of the Economy
03.2022 - 02.2024
- Analyzed company's expenditures and developed financial models.
- Helped maintain applicant tracking systems and recruiting metrics.
- Set specific goals for projects to measure progress and evaluate end results.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Determined consumer needs to provide products and services appealing to larger market.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Assessed company operations for compliance with safety standards.
Education
Certificate - MICROSOFT WORD
CENCOTEC
Kinshasa DRC 01-2022
Bachelor of Science - Economics
Kinshasa University
Congo Kinshasa 09-2018
High School Diploma -
INSTITUTE MAMA MUILU
Kinshasa DRC 08-2015
Skills
- Complaint resolution
- Scheduling
- Account updating
- Active listening
Timeline
Customer Service Representative
Zola Grosseries
03.2024 - Current
Intern Agent
Minister of the Economy
03.2022 - 02.2024
Certificate - MICROSOFT WORD
CENCOTEC
Bachelor of Science - Economics
Kinshasa University
High School Diploma -
INSTITUTE MAMA MUILU