Merl'et Bonkandja
fort worth,TX
Summary
Results-oriented assistant manager with a strong background in call center operations and team leadership. Known for improving service quality and customer satisfaction through effective issue resolution and training initiatives.
Dynamic team lead trainer with expertise in developing training programs and improving operational excellence. Skilled in fostering collaboration and enhancing team performance, resulting in increased customer satisfaction and efficient service delivery.
Developed extensive interpersonal and problem-solving skills in high-volume customer service setting, looking to transition into new field. Demonstrated ability to manage multiple tasks efficiently and provide exceptional service. Seeking to apply transferable skills in dynamic, team-oriented environment.
Overview
4
4
years of professional experience
Work History
American Specialty Health, Call Center Agent
Specialty Health Center
Fort Worth, TX
01.2025 - 12.2025
- Assisted customers by addressing inquiries and providing accurate information.
- Utilized call management software to log customer interactions effectively.
- Resolved customer issues through effective communication and problem-solving skills.
- Learned product details and service offerings to enhance customer support experience.
- Collaborated with team members to improve response times and service quality.
- Maintained a positive attitude while handling high call volumes during peak hours.
- Adapted quickly to new software tools and company policies for better efficiency.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
Team Lead Trainer
Amazon
Fort Worth
07.2024 - 2024
- Led training sessions for new team members, ensuring understanding of operational procedures.
- Implemented best practices for safety and compliance during training activities.
- Facilitated workshops to promote team collaboration and knowledge sharing among staff.
- Supported management in maintaining high standards of operational excellence through effective training initiatives.
- Monitored team performance metrics and adjusted training plans accordingly to maximize results.
- Facilitated open lines of communication between trainers/trainees by regularly holding focus groups which lead to improved learning experience.
- Trained other employees in customer service, food safety, and performance requirements.
- Increased efficiency by actively managing time schedules and resources during both face-to-face and online training sessions.
Assistant Manager
Fedex Employer
Fort Worth, TX
02.2024 - 2024
- Assisted in daily operations and logistics coordination to ensure timely package delivery.
- Supported team management by overseeing staff assignments and workflow efficiency.
- Maintained accurate inventory records using FedEx tracking systems and software.
- Trained new employees on operational procedures and safety protocols to enhance performance.
- Monitored compliance with company policies, ensuring adherence to safety regulations and standards.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Dispatcher
Samsung Service Center
Fort Worth, TX
08.2023 - 2023
- Assisted in managing service requests using dispatch software to optimize technician assignments.
- Coordinated communication between customers and field technicians to ensure timely service delivery.
- Monitored service call progress, updating records to enhance operational efficiency.
- Learned safety protocols and best practices for effective equipment handling during dispatch operations.
- Documented customer feedback and service outcomes to aid in continuous improvement efforts.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
Data Clerk
Wells Fargo Capital Finance
Irving, TX
03.2023 - 2023
- Processed and verified financial data entries for accuracy and completeness.
- Assisted in maintaining accurate records using internal database systems.
- Conducted regular audits of data to ensure compliance with company standards.
- Collaborated with team members to streamline data entry workflows.
- Maintained high-quality data records by consistently updating and organizing information in databases.
- Managed sensitive customer information with care, ensuring strict compliance with company policies and legal regulations surrounding data privacy.
- Assisted with the development of standardized procedures for handling sensitive client information, safeguarding confidentiality and privacy concerns.
Customer Service Representative
Urgent Care Home Health
Grand Prairie, TX
04.2022 - 2022
- Assisted patients with inquiries and appointment scheduling.
- Provided support in managing patient records and documentation.
- Learned to utilize electronic health record systems effectively.
- Maintained a clean and organized workspace for optimal efficiency.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Associate of Science - Associate of Science in Nursing
Tcc
Fort Worth, TX01-2024
High School Diploma -
Mac Arthur High School
05-2021
Skills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Problem-solving skills
- Data entry
- Typing speed
- Documentation and reporting
- Answering questions
- Issue resolution
- System documentation
- Training experience
- Language fluency
- Customer support
- Communicating with clients
- Call center customer service
- Customer service
- french fluency
- FLUENT IN english
- FLUENT IN lingala
- Product knowledge
- Brand representation
- Call documentation skills
- CRM system expert
- POS systems and ordering platforms
- Translation and interpretation services
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 45 staff members.
Languages
French
Native or Bilingual
Spanish
Limited Working
English
Full Professional
Timeline
American Specialty Health, Call Center Agent
Specialty Health Center
01.2025 - 12.2025
Team Lead Trainer
Amazon
07.2024 - 2024
Assistant Manager
Fedex Employer
02.2024 - 2024
Dispatcher
Samsung Service Center
08.2023 - 2023
Data Clerk
Wells Fargo Capital Finance
03.2023 - 2023
Customer Service Representative
Urgent Care Home Health
04.2022 - 2022
Associate of Science - Associate of Science in Nursing
Tcc
High School Diploma -
Mac Arthur High School