Rute Sanumbila
Oldham,Greater Manchester
Summary
Upbeat Customer Service Advisor with strong complaint handling expertise. Diffuses conflict and converts customers through active listening and rapport building. Exceeds targets by delivering consistent service.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work History
Customer Service Advisor
The Recruitment Co
Remote
04.2024 - Current
- Provided telephone customer support for 100+ citizens per week, assisting them to book their vaccines, answer any inquiries and handle complex complaints.
- Consistently earned “above average” or “excellent” on-call quality evaluations, including business compliance, knowledge and process, and soft skills.
- Contributed to weekly team meetings to identify and resolve common citizens issues, resulting in 10% reduction in citizen's complaints.
Customer service advisor
Proman
Remote
10.2022 - 01.2023
- Provided diverse range of customer inquiries and complaints, such as billing, orders, subscriptions and account management, consistently achieving first-call resolution rate of 87%.
- Offered customized recommendations to customers, based on specific needs and priorities, achieving customer satisfaction rate of 95%.
- Developed and maintained comprehensive knowledge guide of customers' frequently asked question and common issues, resulting in 20% reduction in repeat customer inquiries.
Education
Diploma of Higher Education - Accounting and Financial Services
Oldham College
Oldham 09.2018 - 06.2022
GCSEs -
Royal Docks Academy
London 09.2012 - 08.2016
A-Levels - AAT Advanced Diploma in Accounting
Tameside College
Ashton-under-Lyne, Tameside 09.2016 - 06.2018
Skills
- CRM implementation
- Conflict Resolution
- Customer data entry
- Teamwork
- Empathy
- Communication
Accomplishments
- Communication
- Problem solving
- Efficient
Handled 30+ calls per day with a high first-call resolution rate.
Handled complaints within 7-minute target time.
Reduced average handling time by developing knowledge base guide.
References
References available upon request.
Certification
Level 2 Customer Service
Successfully completed Customer Service Level 2 in December 2022. Improved my communication, teamwork and writing skills.
Timeline
Customer Service Advisor
The Recruitment Co
04.2024 - Current
Customer service advisor
Proman
10.2022 - 01.2023
Diploma of Higher Education - Accounting and Financial Services
Oldham College
09.2018 - 06.2022
A-Levels - AAT Advanced Diploma in Accounting
Tameside College
09.2016 - 06.2018
GCSEs -
Royal Docks Academy
09.2012 - 08.2016
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