Mukendi Elie
Waukee,IA
Summary
Dynamic professional with a proven track record in customer service optimization and problem-solving, honed across roles at Amazon and other leading companies. Excelled in managing high call volumes and resolving complex issues, enhancing customer satisfaction. Skilled in both technical support and building rapport, demonstrating a commitment to excellence and continuous improvement.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Amazon
12.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered prompt service to prioritize customer needs.
Sales Associate
Walmart
07.2019 - 12.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
Communications Specialist
Switch Telecom
12.2017 - 12.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
Store Manager
Hugo Boss South Africa
12.2012 - 12.2016
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Assisted with hiring, training and mentoring new staff members.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Education
Bachelor In Marketing - Marketing And Communication
University of Johannesburg
Johannesburg Sa01.2013
High School Diploma - High School
Athlone Boys High School
Johannesburg, CA12.2009
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Call center customer service
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Calm disposition
- Building rapport
- Inbound phone call management
- Account updating
- Technical support
- Customer service optimization
- Quality control
Languages
English and French
Limited Working
Timeline
Call Center Representative
Amazon
12.2023 - Current
Sales Associate
Walmart
07.2019 - 12.2021
Communications Specialist
Switch Telecom
12.2017 - 12.2018
Store Manager
Hugo Boss South Africa
12.2012 - 12.2016
Bachelor In Marketing - Marketing And Communication
University of Johannesburg
High School Diploma - High School
Athlone Boys High School
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