General computer skills
Titus C. Shungwa
Computer Information System Student
Fitchburg,MA
Summary
Successful order Filler/customer care support with four years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Enthusiastic case manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of organizational management and training in case management and training in case management affairs. Motivated to learn, grow and excel in technical analytics. Dedicated Computer science student majoring in Computer information systems with over two years of experience in computer information systems with over two years of experience in computer information system. Excellent reputation for resolving problems and improving customer satisfaction. Now, computer proficiency with leadership experience, collaboration talent, problem-solving abilities, organization know-how, people skills, and communication skills in my new career of computer information systems.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Bulk Order Filler/Customer Care Assistant
Essendant Co
Woburn, MA
01.2018 - 06.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Coordinated timely responses to online customer communication and researched complex issues.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed supplier deliveries around client needs to increase client retention.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Assisted call-in customers with questions and orders.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Navigated multiple computer systems and applications to find information.
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
- Entered orders into company's computer database system.
- Created and maintained detailed database to develop promotional sales.
- Processed over 500 invoices each weeks and mailed documentation to clients.
- Validated [Type] and [Type] paperwork to boost [Area of expertise] efficiency.
- Resolved [Type] issues over phone with [Number] customers daily.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction above 95%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
Senior Case Manager
Riverside Community Care
North Reading, MA
01.2015 - 12.2017
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Provided safety planning, crisis intervention and case management to clients.
- Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
- Oversaw implementation of good management program, collaborating with management to achieve smooth operations.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Coordinated diverse resources to facilitate total care plan.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
- Teamed up with managers and executives to assist in evaluating and improving performance of direct services, contributing to strategic program planning and development.
- Mentored advocates, case managers, interns and volunteers to create positive, productive atmosphere.
- Assisted with hiring and training of new advocates, interns and volunteers, providing feedback on applicant work aptitude and team compatibility.
- Collaborated with individuals and families to evaluate service delivery.
- Assisted and accompanied clients and families to appointments, health care, public benefits and social or community agencies relative to client short- and long-term stabilization goals.
- Evaluated IEP for compliance with state and federal requirements regulations and rectified non-compliance issues immediately.
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Improved staff performance by recreating disciplinary procedures commensurate with level of infraction.
- Managed support services and fostered communication among social workers, therapists, hospital staff and patients.
Education
Bachelor of Science - Computer Information System
Post University
Waterbury, CT 10.2020 - Current
Skills
Customer Relationship Management
Documentation and reporting
Inbound Customer Service
Custom order management
Training development aptitude
Recordkeeping strengths
Shipping procedures understanding
Order fulfillment
Service standard compliance
CRM & knowledge of operating systems with hardware and software
Remote support
POS systems expert
Window server & project management
Strategic sales knowledge
Decision making and problem solving skills
Interpersonal skills
Self-confidence
Team-working skills
Networking skills
Business Awareness & great customer services
Organization & Proactive skills
Technical Literacy
Data Analytics & Data back backup
Active Directory & help desk ticketing
Adaptability & detail-oriented
Communication
Time Management
Proficient Troubleshooting skills
Problem solving & critical thinking skills
Excellent knowledge of MS Office 365
Computer security skills
Accomplishments
- Supervised team of more than 40 staff members.
- Achieved Google IT professional certificate by completing the specialization courses with accuracy and efficiency.
- Achieved Google IT automation with Python professional certificate, IBM Data science Professional certificate, AWS Fundamentals professional certificate, cybersecurity professional certificate, Foundation of leadership, Advanced Leadership certification, Executive Leadership certification, and Negotiation, mediation, and conflict resolution professional certificate by completing all the specialization courses at Coursera Learning Institute, and Cisco Networking Academy.
- More than 60 certificates of completion of IT courses from Cisco Network Academy and Coursera Learning Institute.
- Completion of diverse courses and projects at Post University for the past two years and now my third year.
- Collaborated with team of more than 8 in the development of PowerPoint presentation project.
- Resolved product issue through consumer testing.
- Documented and resolved management issues which led to company's high standard reputation.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
- Association of Information Technology Professionals - Spicework
- Member of the National society of leadership and success
- Member of Post University academic honor roll
- President of the Cameroon community in Massachusetts Camsoc
Additional Information
As a transitional career person from case manager to order Filler/customer care support, and now computer information system student, I possess the following qualities: Persistent, Genuine, patient, Enthusiastic, Disciplined, Straightforward, Passionate, Dynamic, Intelligent, Ambitious, Modest, Tough, Tenacious, Extroverted, and Sympathetic. I am always will to learn new skills.
Software
Problem-solving & Troubleshooting skills
Interests
Reading and learning new skills
Painting and arts work
Playing and watching soccer
Listening to religious, hip pop, country music
Watching movies
Travelling and leisure
Cooking and entertainment
Timeline
Bachelor of Science - Computer Information System
Post University
10.2020 - Current
Bulk Order Filler/Customer Care Assistant
Essendant Co
01.2018 - 06.2021
Senior Case Manager
Riverside Community Care
01.2015 - 12.2017