Phionah Nyamwiza
Arlington
Summary
Customer-focused professional with [X] years of experience delivering exceptional service in fast-paced environments, consistently enhancing customer satisfaction and retention. Proven ability to resolve concerns through adept communication, problem-solving, and conflict resolution skills. Skilled in managing inquiries across multiple channels, including phone, email, and in-person interactions, ensuring a positive experience for all customers. Committed to driving company success by maintaining high satisfaction levels through empathetic and responsive service.
Overview
1
1
Certification
Work History
Customer Service Associate
ABC Corporation
- Provided high-quality customer support via phone and email, addressing inquiries about product features, pricing, and availability.
- Managed customer complaints with professionalism and efficiency, ensuring timely resolution and customer retention.
- Assisted customers in troubleshooting product-related issues, leading to a [X]% decrease in service-related escalations.
- Maintained accurate customer records in CRM software, ensuring data integrity and timely follow-up.
Retail Associate (Customer Service Focus)
Retailer Name
- Greeted and assisted customers in-store, providing personalized recommendations and ensuring a positive shopping experience.
- Processed transactions accurately using POS systems and handled cash, credit, and returns.
- Worked closely with the customer service team to resolve issues and improve store operations.
- Trained new staff on customer service best practices, resulting in a [X]% increase in team efficiency.
Customer Service Representative
XYZ Company
- Current
- Handle an average of [X] customer inquiries per day through phone, email, and chat, addressing questions related to products, services, and account issues.
- Resolve customer complaints by identifying the root cause and providing tailored solutions, resulting in a [X]% improvement in customer satisfaction ratings.
- Process returns, exchanges, and refunds in accordance with company policies, ensuring a seamless customer experience.
- Assist with upselling and cross-selling products, contributing to a [X]% increase in monthly sales.
- Collaborate with team members and management to streamline customer service processes and improve response times.
Education
Bachelor in Information Technology - Information Technology
Kampala International University
Kampala, Uganda11-2018
Skills
- Client support proficiency
- Proficient in verbal and written communication techniques
- Effective problem solving
- Engaged listening skills
- Proficient multitasking abilities
- CRM tools management
- Accurate record management
- In-depth product knowledge
- Product recommendation strategies
- Effective team engagement
- Experienced with Word, Excel, and PowerPoint
- Proficient in CRM software
- Experienced in inventory management
Certification
- Certified Customer Service Professional (CCSP), YYYY
- [Other relevant certifications], YYYY
Languages
[Languages]
Timeline
Customer Service Associate
ABC Corporation
Retail Associate (Customer Service Focus)
Retailer Name
Customer Service Representative
XYZ Company
- Current
Bachelor in Information Technology - Information Technology
Kampala International University
Availability
Availability for flexible hours, including evenings and weekends.
Recognition
Recognized for consistently going above and beyond to meet customer needs and improve service standards.
Personal Information
Availability: Availability for flexible hours, including evenings and weekends.