Roughiatou Ngaide
Columbus,OH
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Novartis Consumer Health
09.2021 - 12.2023
- Maintained detailed working knowledge of Novartis trade policies, SOPs, and standard business processes to efficiently respond to customer inquiries regarding Novartis trade policy, invoice terms, shipping practices, return policy, product availability, modes of payment accepted and product specific order handling guidelines.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed approximately 30-40 incoming calls, emails and faxes per day from customers.
- Implemented and developed customer service training processes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
Customer Service Analyst
SWE HOMES
06.2018 - 07.2021
- Assisted in implementing new policies and procedures to improve customer satisfaction and operational efficiency
- Coordinated closely with sales teams to ensure accurate information dissemination and timely support for account-related matters.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Developed comprehensive reports on key performance indicators, presenting findings to senior management for informed decision making.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions.
- Conducted daily audits of customer accounts, plans, and warranty products
- Maintained accurate records of daily transactions, including revenue and ROI, using microsoft excel
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sales Representative
Dillards Outlet
01.2016 - 05.2018
- Generated sales in excess of $595,000 and was recognized as one of top sales performers within region.
- Optimized territory coverage by strategically planning routes for maximum efficiency in meeting clients face-to-face.
- Created strategic marketing approach to develop market and increase sales.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Provided excellent customer service to customers and clients at all times
- Responsible for helping in displaying merchandise, inventory control, cataloging and receiving stock merchandise.
- Responsible for client relations which includes, responding to client inquiries and requests in timely manner.
- Responsible for assisting customers with bringing their accounts up to date
- Met yearly quota in less than 5 months.
- Mentored and supervised new agents.
- Generated new leads through networking and attending industry events.
Education
Bachelors in psychology -
Anglia Ruskin University
Cambridge United Kingdom09.2015
Skills
- Strong Analytical skills
- IT Skills: Word, Excel
- Customer Account Management
- Systematic problem solver
- Leadership skills
- Adaptability and flexibility
- Time management
- Learning agility
- Communication
- Team work
- Data Entry
- Prioritization
Timeline
Customer Service Representative
Novartis Consumer Health
09.2021 - 12.2023
Customer Service Analyst
SWE HOMES
06.2018 - 07.2021
Sales Representative
Dillards Outlet
01.2016 - 05.2018
Bachelors in psychology -
Anglia Ruskin University
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