Solomon Tarwoe Waylee
Deira,UAE
Summary
Experienced, dedicated and result oriented Bilingual French & English professional seeking new challenges.
Overview
14
14
years of professional experience
Work history
French CSR
Intelassist
05.2023 - 10.2024
- As a French Customer Service Representative, I am required to perform and undertake the following duties and responsibilities in a professional manner, and in a way that conforms to and reflects Intelassist values and culture.
- Handling all incoming calls for the brands to address consumer concerns, whether they are comments, feedback, inquiries, or complaints;
- Identifying consumer complaints and processing refunds through the Omnichannel system;
- Ensure high first contact resolution rate and effective problem-solving using your skills and knowledge;
- Ensure thorough diagnosis and escalate issues with all relevant information and according to priority to further resolution groups, maintaining ownership, coordinating, following up, updating incidents, and reporting to customers until the case is closed;
- Receiving Inbound Calls in French and English;
- Provide assistance to customer and solve their cases;
- Keep updated knowledge of account’s policies and products;
- Perform other tasks and duties that may arise from time to time and as may be assigned to you;
- Provide basic Troubleshooting;
- Internet Products Sales;
- Apps Configuration + Education in Desktop & Mobile
- Account Type: Electrolux
French Operations Technical Support CSR II
TELUS International Philippines
10.2020 - 10.2023
- As a French Operations Technical Support CSR II, I am required to perform and undertake the following duties and responsibilities in a professional manner, and in a way that conforms to and reflects TIP values and culture.
- Receiving Inbound Calls in French and English;
- Provide assistance to customer and solve their cases;
- Keep updated knowledge of account’s policies and products;
- Attend periodic team meetings, as well as training session to develop my skills and competencies;
- Perform other tasks and duties that may arise from time to time and as may be assigned to you;
- Internet Underlay Troubleshooting;
- Internet Products Sales;
- Wireline Telephones Sales;
- Networking Devices & Basic Setup
- Apps Configuration + Education in Desktop & Mobile
- Account Type: TELUS TBS TECHNICAL SUPPORRT
Marketing Staff
Dowin Gaomei Group
Okada Manila
05.2021 - 07.2021
- Online gaming Tele bettor;
- Explain how to play the games to customers;
- Maintains existing customers on betting tables;
- Enforce safety rules and report hazards;
- Monitor customers to avoid violations of gaming regulations or casino policies;
- Inform their supervisor or a security employee of any irregularities they observe.
CALL CENTER OPERATOR – Email/Chat Support Account
NOVAFONE COMMUNICATION LIBERIA INC.
11.2017 - 10.2019
- Answer calls and respond to emails/handle customer inquiries both over the phone and by email;
- Manage and resolve customer’s complains;
- Provide customers with products and services information;
- Enter new customer information in to the system;
- Update existing customer information;
- Produce call reports;
- Follow up customer calls when necessary;
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services;
- Adhering to all company policies and procedures
Customer Service Representative - Financial Account
LIBERCELL COMMUNICATION LIBERIA INC.
10.2015 - 12.2016
- Handling customer complaints or handing them over to a supervisor.
- Ensuring customer queries are answered to their satisfaction.
- Using computerised systems to access the details of customers.
- Promoting certain financial products and services.
- Referring customers to individuals qualified to offer and sell regulated financial products.
Sale Manager
GRASSROOT WOMEN AGRICULTURAL MULTI-PURPOSE COOPERATIVE SOCIETY LIBERIA
10.2010 - 11.2015
- Engages in superior customer service by making information readily available.
- Persists in sales even in the face of failure.
- Demonstrates products and services as deemed necessary by clients and management.
- Schedules appointments and meetings as necessary.
- Answers questions from clients.
- Makes product knowledge readily available to self and other sales people through various resources.
- Finds ways to sell products in the face of a down market.
Education
Bachelor of Science - Accounting Information System
St. Chameul Institute of Technology
Certified Banking & Credit Analyst - undefined
Corporate Finance Institute
Vancouver, British Columbia, Canada 01.2020 - undefined
BSBA - Financial Management
Clement University
Republic of LiberiaDiploma - Computer Software
West Africa Institute of Computer Technology
Monrovia, LiberiaHigh School Diploma - undefined
St. Mary High School
Monrovia, LiberiaSkills
- Credit Analyst Including Accounting
- Entrepreneur
- Business Operations
- Marketing
- Logistics Management
- Industry Analyst
- Business Analyst
- Management Assessment
- Financial Analyst
- Good Computer skills MS Word & Excel
- Fluent in English and good working knowledge of French
- 2 years progressive experience as a customer service professional
- Proven ability to communicate with customers clearly and politely
- Functional knowhow of product and service
- Superb understanding of customer interaction via email, telephone and social medias platforms
- Profound knowledge of customer relationship management
- Good savvy of customer satisfaction
- Effective under pressure and open to flexible working hours
- Omnichannel customer support
- First contact resolution
- Complaint management
- Refund processing
- Technical troubleshooting
- Product knowledge retention
- Bilingual communication
- Inbound call handling
- Sales conversion techniques
- Account management
- Customer relationship building
- Performance reporting
- Crisis management
- Process improvement
- Team collaboration
- Client-focused approach
- Social media engagement competency
- Knowledge of GDPR
- Bilingual or multilingual
- Tactful negotiation
- Resilience to stressful situations
- Proactive follow-up behaviour
- Familiarity with crm software
- Knowledge of voip technologies
- Courtesy etiquette
- Delivery timeframe estimation
- Empathy understanding
- Order processing capability
- Customer education and onboarding
- E-Commerce experience
- Understanding of slas
- Time-Management prowess
- Strong written communication
- Dispute settlements tactfulness
- Data entry proficiency
- Pressure handling
- Microsoft suite expertise
- Patient attitude
- Social media navigation
- Effective verbal articulation
- Fluent in sign language
- Positive disposition
- Telephone manners
- Efficient telephonic etiquette
- Helpdesk operations
- Familiarity with company policies
- Email administration
- Email correspondence expertise
- Cash handling
- Invoice processing
- Problem-solving
- Team Leadership
- Product knowledge
- Public speaking
- Relationship Management
- Stock management
- POS Systems
- Sales expertise
- Lead generation
- Salesforce
- Conflict Resolution
- Order processing
- Inventory control
- Shipping and receiving
- Complaint resolution
- Microsoft Office
- Dispute management
- Logistical planning
- Excel proficiency
- Outstanding customer service
- Regulatory compliance
- Salesforce CRM
- Analytical
- Staff education and training
- Loss prevention
- Customer retention tactics
- Customer needs analysis
- Quality Assurance (QA) controls
- Highly efficient
- Written and verbal communication skills
- Process optimisation
- Transportation solutions
- Invoicing and receipts
- Creative problem solving
- Remote teamwork
- Call centre experience
- Data acquisition
- Report generation
- Credit card processing
- Basic computer knowledge
- Documentation expertise
- Customer sales support
- Active listening
- Large cash/cheque deposits expert
- Telephone skills
- Live chat operation
REFERENCES
- Ruth Wency, Dehmyee, Master of Marine Affaires, Graduate, rwdehmyee@gmail.com, 09981824522, University of the Philippines Visayas
- Alexander Eric, Gee, Administrative Manager, aericgee@gmail.com, +231777686893, NOVAFONE COMMUNICATION LIBERIA INC.
- Laha, Nimley, HR/Administrative Manager, libercell@yahmail.com, +231775016207, LIBERCELL COMMUNICATION LIBERIA
Professional Training
- TELUS Business Solution French Operations Technical Support Account
- Courses Cover
- IEVOLVE Courses;
- Online Help System & Introduction to TELUS Business Connect, & OneSource;
- Learning TELUS Smart Desktop, Agent Portal, Voice manager, SFDC, MySOF Portal, etc.
- Learning the Fundamental of TELUS Wireline Assure, Wireline Care and 3rd Wave Support;
- Learning about TELUS Product Awareness, Privacy Policy, Verification, Authentication, Business Connect Editions, Networking Devices and Basic Setup;
- Learning about TELUS Hardware Troubleshooting for Desk Phones, Mobile Apps; and ATA Adapters
- Learning about TELUS eFax features configuration, number porting, Internet underlay troubleshooting (for TELUS Sold Underlay).
- Intelassist: Electrolux Account
- Electrolux Website
- Frigidaire Website
- Smart Action Procedure(SAP)
- Eluxpedia
- SmartAction for Consumer Account(Authentication)
- Bruviti(Troubleshooting)
- C1 Conversations Avaya Extension
- Verint(For working Schedule)
- GreatDayHR & PayrollTime Tracking & Human Resource Management
- AVAYA Tool(Responsible to Receive Call)
- REX Tool(Processing Sales & Shipping)
Timeline
French CSR
Intelassist
05.2023 - 10.2024
Marketing Staff
Dowin Gaomei Group
05.2021 - 07.2021
French Operations Technical Support CSR II
TELUS International Philippines
10.2020 - 10.2023
Certified Banking & Credit Analyst - undefined
Corporate Finance Institute
01.2020 - undefined
CALL CENTER OPERATOR – Email/Chat Support Account
NOVAFONE COMMUNICATION LIBERIA INC.
11.2017 - 10.2019
Customer Service Representative - Financial Account
LIBERCELL COMMUNICATION LIBERIA INC.
10.2015 - 12.2016
Sale Manager
GRASSROOT WOMEN AGRICULTURAL MULTI-PURPOSE COOPERATIVE SOCIETY LIBERIA
10.2010 - 11.2015
BSBA - Financial Management
Clement University
Diploma - Computer Software
West Africa Institute of Computer Technology
High School Diploma - undefined
St. Mary High School
Bachelor of Science - Accounting Information System
St. Chameul Institute of Technology