Biedimabo Barasua

Biedimabo Barasua- Africa SUMMARY Industry-experienced Customer Success Representative with over three years of experience spearheading customer success and retention initiatives. Maintained customer satisfaction scores to an all-time high of 93%. Responsible for identifying customer training needs and improving customer onboarding, resulting in a 12% increased customer retention rate. Successfully made more than $3000 in a month from sales, drawn from customer conversations. WORK EXPERIENCE Customer Service Representative/ Herbal Goodness (Texas, USA) Jul 2023- Feb 2024 ● Provided exceptional customer service experience keeping less than 10% cancellation rate. ● Developed and maintained strong customer relationships resulting in a 20% increase in client retention. ● Collaborated with team to reduce average response time by 15% increasing overall efficiency. ● Increased revenue sales in the first year by 27% ● Fielded an average of 50 customer service calls per day. Customer Service Specialist/ Bakerville Immigration Services Canada (Canada) Feb 2021- June 2023 ● Grew existing client account by 25% through exceptional customer service and sales technique. ● Developed and internal system of tracking client needs, changes and feedback to ensure appropriate and timely responses to challenges and requests. ● Led the implementation of new client onboarding process resulting in 12% increase in customer satisfaction. ● Created a filing system for over 1000 documents, resulting in 30% reduction of client documentation and client recovery. ● Triaged incoming calls, reducing the average solution time by 10% Customer Service Representative/ NPF Microfinance Bank (Remote) Sept 2019 -Dec 2020 ● Improved customer satisfaction by 12% in three months, according to in-store and online surveys. ● Consistently met loan target worth over $300,000 ● Implemented a new number strategy and reduced the average guest wait time by 30 minutes ● Implemented new loan form format to increase customer assimilation. EDUCATION Covenant University B.Sc International Relations Sep 2015 -Oct 2019 Skills Asana | Excel | Verbal and written communication | Microsoft Suite | Data Entry and Management | Writing and Editing | Time and Organization Management CERTIFICATE • Effective Corporate Communications Certificate • Copywriting Certificate • How to become a Virtual Assistant Certificate Fine Artist | Badminton Player | Photography