Prisca Mputu
Senior Customer Service Manager
Edmonton
Summary
Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive. Successful Senior Customer Service Manager with 4 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Senior Customer Service Manager
Futon Company
London
10.2022 - Current
- Daily interaction on Trust-Pilot and Google Review, B2C
- Filling and reporting company claims
- Build rapport with customers
- Building online presence via Facebook & Twitter
- Assist on company photoshoots
- Creating visual lifestyle scenes
- Work closely with Website Fulfillment Department regarding company stock
- Park take stock taking at main warehouse 2
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Developed and implemented customer service policies and procedures.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Managed senior-level personnel working in marketing and sales capacities.
- Monitored participant workflow and behaviors throughout training process.
- Recruited and trained new members of guest service team.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Senior Customer Relations Coordinator
Futon Company
London
09.2021 - 10.2022
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed and implemented standards for staff to provide consistent service to customers.
- Planned and prepared for on-location and studio shoots.
- Selected and set up appropriate props, backdrops, and lighting.
Customer Service Assistant
Futon Company
London
10.2019 - 09.2021
- Answered customer questions about product availability and shipment times.
- Collaborated with other departments to guarantee customer satisfaction.
- Utilized problem-solving skills to address customer queries and complaints.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Described products to customers and how best to care for merchandise.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Organized and scheduled customer orders to appropriate departments.
Customer Service Assistant/Lead/Team Manager
Tesco PLC
London, ENG
12.2014 - 09.2020
- Greet all customers with friendly open energy
- Listen to and talk with customers to find out what their needs are
- Locating customer desired product requests
- Passionate and knowledgeable about all products and services
- Be knowledgeable on how to fix problems such as issues on Self-scan, Till rolls etc
- Reporting to relevant department for further fixtures if needed
- Tending to members of team if assistance is needed
- Handling products carefully to keep everything in tip-top condition
- Ensure products are in date and not damaged
- Checking labels to ensure products are in correct location and price
- Providing fantastic memorable customer service experience
Education
Diploma of Higher Education - Events Management
University of Northampton
Northampton, NTH 09.2015 - 05.2018
A-Levels -
Aylward Academy Sixth Form
London, ENG 09.2013 - 06.2015
Skills
Interpersonal Skills
General initiativeTime Management skillsClear Communication SkillsGood computer skillsApproachable & DeterminedStaff Management
Negotiation
Teambuilding
Training
Creative visionary
Superb attention to detail
Product knowledge
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 11 in the development of quarterly photoshoots.
- Supervised team of 3 staff members.
Volunteering
I decided to extend myself this year to volunteer were necessary.
- Helping cook in the canteen
- Plating food for people
- Socialising
Timeline
Senior Customer Service Manager
Futon Company
10.2022 - Current
Senior Customer Relations Coordinator
Futon Company
09.2021 - 10.2022
Customer Service Assistant
Futon Company
10.2019 - 09.2021
Diploma of Higher Education - Events Management
University of Northampton
09.2015 - 05.2018
Customer Service Assistant/Lead/Team Manager
Tesco PLC
12.2014 - 09.2020
A-Levels -
Aylward Academy Sixth Form
09.2013 - 06.2015