Kossia Marcelle Peguie Yao
Dallas,TX
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
Work History
Amazon
Dallas, TX
12.2018 - 07.2024
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- 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
- Answered inbound calls, chats and emails to facilitate customer service
- Consulted with customers to resolve service and billing issues
- Set up and activated customer accounts
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Made outbound calls to obtain account information
- Improved customer service wait times to mitigate complaints
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Care Representative
Walmart
Dallas, TX
01.2016 - 11.2018
- Answered customer inquiries over the phone and via email
- Resolved customer complaints promptly and professionally
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate
- Escalated unresolved issues requiring further investigation or specialized expertise
- Delivered customer support to high call load each shift
- Followed up on emailed or web-submitted customer inquiries within standard response times.
Customer Service Representative
Orange
Ivory Coast
08.2013 - 09.2015
- Developed strong relationships with customers by providing personalized assistance and support
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Answered inbound calls, chats and emails to facilitate customer service
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
Associate of Science -
Brookhaven College
Bachelor of Science -
University of Sport INJS
High School Diploma -
Lycée Moderne D'Abobo
Skills
- Credit card payment processing
- Inbound and Outbound Calling
- Customer Service
- Call Center Operations
- Order Fulfillment
- Payment Processing
- Problem-Solving Abilities
- Complaint resolution
- Problem Resolution
- Credit Card Payment Processing
- Receiving Support
- Conflict Resolution
- Dispute Resolution
- Positive and Professional
- Complaint Handling
- Administrative Support
- French Speaker
- Complaint Resolution
- Product Knowledge
- Researching
Languages
- English, Professional
- French, Professional
Timeline
Amazon
12.2018 - 07.2024
Customer Care Representative
Walmart
01.2016 - 11.2018
Customer Service Representative
Orange
08.2013 - 09.2015
Associate of Science -
Brookhaven College
Bachelor of Science -
University of Sport INJS
High School Diploma -
Lycée Moderne D'Abobo
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