Olorato Segau

- Acquired comprehensive knowledge of products, resulting in a 40% reduction in customer escalations due to accurate and efficient issue resolution at the first point of contact - Achieved a 15-minute response time for customer inquiries across diverse channels, including phone, chat, and email, contributing to a remarkable 20% improvement in customer satisfaction scores - Proactively managed customer complaints, achieving a 30% resolution rate within 24 hours, leading to an enhanced customer retention rate of 15% - Utilized and integrated technology tools to enhance the efficiency of educational processes and customer interactions

 Promoted within 4 months of joining the company in recognition of outstanding performance and dedication  Processed customer refunds and credits for 50+ transactions monthly, accurately recording transaction details and ensuring timely reimbursements.  Accurately entered an average of 75 customer inquiries per day into the company's CRM system, ensuring up-to-date records  Maintained a data entry accuracy rate of 98% for customer information, minimizing errors and discrepancies  Collected and input customer information, such as contact details, preferences, and inquiries, into the company's CRM system.  Resolved a recurring complaint by identifying a bottleneck; reduced ticket backlog by 70%  Assisted in updating and verifying contact details for 500+ customers, ensuring data integrity and improving communication  Assumed additional responsibilities in mentoring 5 new team members and assisted to resolved complex customer cases  Collaborated with cross-functional teams to identify root causes of escalations and implemented process improvements to prevent recurring issues  Resolved complex customer issues by actively listening, analyzing problems and providing effective solutions.  Conducted weekly training sessions for new customer service representatives, improving their product knowledge and service skills.

 Assisted over 500 Converse USA customers monthly with inquiries, orders, returns, and exchanges, maintaining a customer satisfaction rate of 95%  Provided support to customers over the phone, addressing their concerns and guiding them through solutions  Handled complex customer complaints and escalated issues, successfully turning around negative experiences, and retaining customer loyalty  Took detailed notes and recorded key information after each customer call, providing comprehensive insights to the team for follow-up and future interactions  Demonstrated exceptional problem-solving skills and attention to detail while handling customer inquiries  Effectively managed customer interactions using CRM tools and maintained accurate records of customer issues and resolutions  Collaborated with the Tier 2 team to accurately record customer interactions and potential leads, contributing to a comprehensive customer database.  Recognized for consistently achieving high customer satisfaction scores through efficient problem resolution and empathetic communication

 Created support service tickets and used web-based ticketing systems to track and deliver support services  Quickly solved 20+ customer technical issues via e-mail, telephone, and online chat daily with 95% success  Conducted IT services training for 20 new employees  Installed, serviced, and upgraded over 300 Windows computers  Provided PC support to resolve client issues  Taught Excel to 50 staff members to enable better use of advanced tools to complete tasks and analyze data quickly; Improved efficiency and productivity by 97%  Assisted in the integration of data from different sources into data analysis systems, optimizing data accuracy and completeness that saved company by $54K CAD annually  Utilized company-provided software tools to create new accounts and manage user access; ensured secure and efficient system operations  Established process improvement strategies which drove positive changes and resulted in 100% IT incident remedy rate  Conducted data quality checks and data validation procedures to ensure data accuracy, consistency, and integrity in data analysis projects  Conducted comprehensive Excel training sessions for 800 students, equipping them with essential skills in data entry, data manipulation, formulas, and data visualization  Received positive feedback from students and supervisors for clear and concise teaching, fostering an environment conducive to learning and skill development

• Data entry • Installing and configuring computer hardware, software, systems, networks, printers, and scanners • Monitoring and maintaining computer systems and networks. • Responding in a timely manner to service issues and requests • Providing technical support across the company (this may be in person or over the phone)

Analyzing Manufacturing Systems using PowerBI and Excel Data Cleaning, Data Modelling