Kysselle Njeukam
Atlanta,GA
Summary
Dynamic customer service professional experienced in call-center settings. Excel in listening to customer needs, articulating product benefits, and creating solutions that provide value to the customer. Build and maintain enduring customer relationships to boost sales and generate repeat business.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Travel Agent
Archer Group
10.2020 - Current
- Assisted clients with booking international and domestic flights, hotels, and car rentals
- Provided excellent customer service and answered customer inquiries regarding travel destinations and itineraries
- Negotiated competitive rates with travel vendors to maximize customer savings
- Researched and recommended new travel destinations and experiences to customers.
- Negotiated with airlines and hotels to secure discounts for clients, resulting in an average cost reduction of $986 per trip.
Customer Service Representative
Humana
05.2021 - 08.2023
- Providing excellent customer service and addressing patient inquiries
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Verify patient information, insurance details, and medical histories prior to appointments
- Answer questions from staff and provide guidance and feedback
- Devise ways to optimize procedures and keep staff motivated
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
- Hire and onboard new employees
- Coordinate and schedule patients appointments
- Handle high-volume calls
Customer Service Representative
PNC Bank
03.2018 - 05.2021
- Answer inbound customer service phone inquiries related to INCOMM financial service cards (Visa, MIO and others) in accordance with the Financial Services Customer Service Manual, or related training material
- Answered multiple calls per day by addressing customer inquiries, solving problems, and providing new product information
- Provide timely, accurate and courteous responses to the customers concerns or questions in accordance’s with Incomm’s regulations
- Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner, i.e., Lost/Stolen Cards, forgotten PINs
- Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website
- Perform inquiries for customer calling regarding their Long Distances cards; (i.e., Review the cost to call certain countries (Argentina, Mexico, etc.), Reload customer’s reloadable Long Distances card with the customer credit card information, Process trouble tickets on regarding charge in question, Process trouble tickets on issues regard the loss of minutes)
- Follow Escalation Event procedures in accordance with Financial Services Customer Service Manual
- (I.e., Chargebacks, disputes, potential fraud, etc.)
Customer Service Agent
Delta Airlines
01.2017 - 03.2018
- Provides friendly service to and maintains positive relationships with all internal and external Customers
- Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
- Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems
- Responsibilities include greeting and handling Customers in a polite and friendly manner
- Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets
- Computes charges, makes change, and balances daily transactions
- Is responsible for overage or shortage
- Checks in baggage and Cargo
- Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed
- Handles transactions required to board the aircraft in a timely and efficient manner
- Deals with mishandled Customers because of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage
- Resolves such problems quickly and within guidelines established by the Company
- Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
- Completes forms and reports as required by the Company
- Writes irregularity and complaint reports as required
- Duties may vary due to the size and organization of the station
- Must be able to meet any physical ability requirements listed on this description
- May perform other job duties as directed by Employee's Leaders
Education
Bachelor’s Degree - Mass Communication
University of Buea
BueaBSC - Computer Science
University of Buea
BueaDiploma -
09.2017
Skills
- Itinerary Planning
- Travel industry expertise
- High volume environments
- Geography Knowledge
- Travel research
Certification
Travel Agent licence
Languages
French English
Native or Bilingual
Timeline
Customer Service Representative
Humana
05.2021 - 08.2023
Travel Agent
Archer Group
10.2020 - Current
Customer Service Representative
PNC Bank
03.2018 - 05.2021
Customer Service Agent
Delta Airlines
01.2017 - 03.2018
Bachelor’s Degree - Mass Communication
University of Buea
BSC - Computer Science
University of Buea
Diploma -
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