Theophilus Mutengwa
Warsaw
Summary
Hardworking and passionate recent graduate with strong organizational skills eager to secure entry-level position.
Ready to help team achieve company goals.
Ability to handle multiple projects simultaneously with a high degree of accuracy and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
Foundever Poland
10.2022 - 03.2024
- Provided primary customer support to internal and external customers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to General Inquiries from Healthcare Facilities and medical related questions from patients weekly by adhering to confidentiality guidelines and company policies
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for products, services, and company information
- Updated account information to maintain customer records
- Selling products or services to customers and representing the brand
- Reached out to potential leads through a variety of channels, such as emails, phone
- Negotiated with leads and using persuasive techniques to overcome objections and landing deals that are beneficial to the organization while also providing customers with optimal value
- Submitted and processed orders to ensure customers received or services they requested on time
- Provide exceptional customer service to clients and customers by answering their questions, addressing their concerns, and resolving any issues they may have via phone and email
- Use customer relationship management software (CRM) to manage customer interactions and track customer information, orders, and schedules
- Perform data entry tasks to accurately and efficiently enter and update customer information, orders, and schedules
- Collaborate with other team members to provide a seamless and efficient customer service experience
- Serve as the primary point of contact for patients contacting us via phone, providing assistance and support with compassion and professionalism
- Guide patients through the process of scheduling appointments, accessing their accounts, and navigating our telehealth platform.
Customer Support Specialist
Lyft
12.2022 - 12.2023
- Presented findings from accident investigations to management, providing actionable recommendations for risk mitigation strategies.
- Conducted regular audits of accident investigation practices, ensuring ongoing compliance with company guidelines and regulatory requirements.
- Evaluated existing safety protocols based on findings from accident investigations, recommending updates where necessary for improved compliance and risk reduction.
- Served as a liaison between affected parties during insurance claims processes following workplace accidents, streamlining communication channels for all involved parties.
- Maintained detailed records of investigated accidents, contributing to an organized database for future reference and trend analysis.
- Provided training to employees on proper investigative techniques, strengthening the overall effectiveness of the accident investigation team.
Education
Bachelor Of Computer Science - Computer Science
University of Economics and Human Sciences in Warsaw
Warsaw, Masovia 09.2023
Skills
- Microsoft Office
- Zendesk
- Slack
- ASPNet
- C# programming language
- Project Management
- CRM Software
- Presentation Skills
- Research and Management
- Business Development
- Strategic Planning
- Computer Networking
- Conflict Management
- Analysis Skills
- SAP
- Leadership
- Salesforce
- Oracle
- Process Improvement
- Supply Chain
- Technical Support
- Account Management
- Quality Assurance
- Event Planning
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Additional Information
Throughout my experience in the service industry, I've always aimed to be resourceful and efficient by creating seamless experiences for my customers. I'm known as a results-driven, empathetic person who respects customers' time and strives to deliver effective solutions in every interaction. I aspire to become a leader in customer service, and the Customer Service Representative role at Foundever Polska would be the cornerstone of my career path.
I've worked for Three years in customer service, and I always go above and beyond what's expected of me. As a CSR at Foundever, I helped design a new sales strategy to seamlessly upsell customers and consistently deliver value. Within 6 months of implementing this strategy, our company saw a 25% increase in customer satisfaction.
I was responsible a responsible team player and I regained my reputation for being a positive and enthusiastic team player. As a Customer Services Representative, I improved my active listening skills, managed the call handling time and wrap up time while delivering exceptional call quality skills. I also ensured I had extensive knowledge of the products as well as the tools we use, including Excel and Zendesk Suite.
I'd appreciate the opportunity to demonstrate my skills in customer service. I look forward to discussing my qualifications with you and would like to thank you for your time. Please contact me if you need additional information.
Languages
English
Personal Information
Customer Service Specialist
Timeline
Customer Support Specialist
Lyft
12.2022 - 12.2023
Customer Service Representative
Foundever Poland
10.2022 - 03.2024
Bachelor Of Computer Science - Computer Science
University of Economics and Human Sciences in Warsaw
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