Dorcas Kaura
Administración de Empresas en Columbia University School of International Public Affairs (SIPA)
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Customer service representative en JUMIA
Dedicated Customer Service Representative with 4 years of experience in providing exceptional support and assistance to clients. Proven track record of resolving customer inquiries and issues promptly and effectively. Skilled in building rapport, assessing needs, and delivering personalized solutions to ensure customer satisfaction. Proficient in utilizing CRM systems and multitasking in fast-paced environments. Adept at collaborating with cross-functional teams to achieve organizational goals. Seeking to leverage expertise in delivering top-notch customer service at any given organization am privileged to work at.
Redes sociales
No se agregaron enlaces sociales
Experiencia
JUMIA
Customer service representative
November 2021 - February 2024
Represented and conveyed client’s brand/company
Created solution-based emails, and live chat messages in response to customer tickets/inquiries, and answered phone calls
Worked independently; managed time and multi-tasked
Communicated regularly with clients, teams, and management using Slack and Email and SMS support
Conveyed solutions and ideas to clients to improve their business and Customer Service Experience
Attended team meetings via zoom to check in with clients and fellow team members
QUEST HOLDINGS LIMITED
Account manager
October 2021 - February 2024
Managed multiple delinquent accounts for debt collection
Kept track of assigned accounts to identify outstanding debts
Planned a course of action to recover outstanding payments
Negotiated payoff deadlines or payment plans
Handled questions or complaints
Investigated and resolved discrepancies in payments or accounts
ClipboardHealth
Customer service representative
May 2020 - September 2021
Investigated attendance and quality incidents across marketplaces
Used exceptional judgment and noticing to solve customers’ problems
Communicated the resolution of investigations with empathetic, customer-centered communication
Justified the reasoning behind decisions to stakeholders
Worked efficiently and effectively to resolve customer inquiries
Developed reliability initiatives to improve the overall quality of the marketplace and experience for customers
Worked within cross-functional collaborations
Managed and maintained communication on multiple platforms
Gained knowledge on product updates to ensure acting with the most up-to-date information
Educación
Administración de Empresas
Columbia University School of International Public Affairs (SIPA)
Graduado en 2022
Certificaciones y Distintivos
No se agregó certificaciones o distintivos
Proyectos
No se agregaron proyectos
Idiomas
Inglés
Habilidades
No se agregaron habilidades