Manzi Remy Fellin

REMY FELLIN MANZI Adress:- street nw, edmonton, ab t5y 3m7 :-  - Education Northern alberta institute of technology (n.a.i.t), edmonton, ab 2021 Bachelor of business administration northern alberta institute of technology, alberta Dynamic and motivated business administration graduate with strong analytical and problem-solving skills. Seeking a challenging position where i can leverage my education and experience to contribute to organizational success. Summary of qualifications  strong analytical skills: ability to analyze data and make informed decisions.  effective communication: proficient in both written and verbal communication.  leadership experience: demonstrated ability to lead teams and projects.  financial acumen: understanding of financial statements, budgeting, and forecasting.  marketing knowledge: familiarity with marketing principles and strategies.  project management: skilled in planning, executing, and overseeing projects.  problem-solving: ability to identify problems and implement effective solutions.  customer service orientation: strong focus on customer satisfaction and relationship management.  team collaboration: proven ability to work effectively in team environments.  strategic planning: experience in developing and implementing strategic business plans.  time management: efficient in prioritizing tasks and managing time effectively.  negotiation skills: competent in negotiating contracts and agreements.  research skills: proficient in conducting market research and competitive analysis.  adaptability: flexible and able to thrive in changing business environments.  ethical understanding: knowledge of ethical practices in business operations.  tech-savvy: proficient in various software applications, including ms office and crm systems.  data interpretation: ability to interpret complex data sets and trends.  conflict resolution: skilled in resolving conflicts and mediating disputes.  networking skills: ability to build and maintain professional relationships.  innovative thinking: creativity in developing new ideas and approaches.  attention to detail: meticulous in managing details and ensuring quality.  global perspective: understanding of international business practices and cultural differences.  sales proficiency: knowledge of sales techniques and customer acquisition strategies.  operational management: understanding of business operations and supply chain management.  human resource management: familiarity with hr principles and workforce management.  presentation skills: experience in delivering compelling presentations to diverse audiences.  quantitative skills: strong ability to work with numbers and statistical analysis.  trend analysis: ability to identify and capitalize on market trends.  risk management: understanding of risk assessment and mitigation strategies.  commitment to continuous learning: eagerness to stay updated on industry trends and best practices. Work experience Concentrix customer service representative (remote) june 2020 – Feb 2025 Delivered high-quality customer support via phone, email, and chat, achieving a satisfaction rate of over 95%. Resolved customer inquiries and issues efficiently, reducing average response time by 20%. Developed and maintained positive relationships with clients to enhance customer loyalty and retention. Utilized CRM software to track customer interactions and ensure follow-up on unresolved issues. Assisted in training new team members, sharing best practices for effective customer service. Conducted product demonstrations and provided detailed information to customers to enhance their experience. Handled escalated customer complaints with professionalism and empathy, achieving positive resolutions. Collaborated with cross-functional teams to streamline processes and improve service delivery. Analyzed customer feedback to identify trends and areas for improvement in service offerings. Maintained up-to-date knowledge of product features and company policies to provide accurate information. Implemented effective time management strategies to handle a high volume of inquiries efficiently. Generated reports on customer interactions and outcomes for management review. Participated in regular team meetings to discuss performance metrics and share feedback. Assisted in developing faqs and knowledge base articles to improve self-service options for customers. Managed customer accounts, including updates and modifications, ensuring data accuracy. Utilized social media platforms to engage with customers and respond to inquiries. Implemented feedback mechanisms to gather customer insights for service improvement. Supported marketing initiatives by communicating promotional offers to customers. Recognized for exceptional performance through awards and acknowledgments from management. Provided technical support for product-related issues, guiding customers through troubleshooting processes. Ensured compliance with company policies and procedures in all customer interactions. Data entry clerk Randstand Canada ,Alberta may 2017 – March 2020 Accurately input and maintain large volumes of data in various databases and systems, achieving a 99% accuracy rate. Conducted data verification and validation to ensure the integrity and quality of information. Processed and organized documents, ensuring timely and efficient retrieval for team members and clients. Collaborated with team members to streamline data entry processes, reducing data processing time by 15%. Assisted in training new hires on data entry procedures and software systems, enhancing team efficiency. Managed and prioritized multiple tasks, consistently meeting deadlines in a fast-paced environment. Developed and implemented a filing system that improved document organization and retrieval times. Utilized advanced excel functions (lookup, pivot tables) to analyze and present data effectively. Created reports and summaries of data analysis for management review, aiding decision-making processes. Ensured compliance with company policies and data protection regulations, maintaining confidentiality at all times. Provided exceptional customer service to clients and colleagues by addressing data-related inquiries promptly. Participated in quality assurance audits, identifying areas for improvement and implementing corrective actions. Assisted in the migration of data to a new system, ensuring data accuracy and completeness during the transition. Collaborated with it department to troubleshoot data entry software issues, enhancing user experience. Engaged in continuous training and development to stay current with industry trends and best practices. Assisted in maintaining inventory records and supply chain data, contributing to operational efficiency. Prepared and maintained documentation of processes and procedures for future reference. Contributed to team meetings by providing insights on data management challenges and solutions. Assisted in updating and maintaining company databases, ensuring all information was current and accurate. Supported management with ad-hoc data analysis projects as needed, demonstrating flexibility and teamwork. Cultivated strong working relationships with colleagues and clients, enhancing overall workplace communication. Skills 1. Communication skills Ability to clearly and effectively communicate with customers over phone, email, or chat. 2. Problem-solving Skill in quickly identifying customer issues and providing efficient solutions. 3. Active listening Ability to listen attentively to customer concerns, ensuring all details are captured. 4. Empathy Understanding customer emotions and concerns to provide compassionate and personalized responses. 5. Multitasking Handling multiple customer inquiries and tasks simultaneously without compromising quality. 6. Conflict resolution Ability to de-escalate difficult situations and resolve customer complaints in a calm manner. 7. Time management Efficiently managing time to prioritize tasks and handle a high volume of customer inquiries. 8. Patience Maintaining a calm demeanor when dealing with difficult or frustrated customers. 9. Attention to detail Ensuring that all customer information, inquiries, and complaints are accurately recorded and addressed. 10. Adaptability Quickly adjusting to new policies, software, or processes to continue delivering excellent service. 11. Product knowledge In-depth understanding of products or services to provide informed answers to customer queries. 12. Technical troubleshooting Ability to guide customers through technical issues with products or services. 13. Crm software proficiency Familiarity with customer relationship management (crm) tools like salesforce, zendesk, or freshdesk. 14. Data entry Fast and accurate entry of customer information into databases or crm systems. 15. Typing skills High typing speed with accuracy to handle live chat or email interactions effectively. 16. Positive attitude Maintaining a friendly, positive demeanor even in challenging situations. 17. Team collaboration Ability to work collaboratively with colleagues and supervisors to resolve complex customer issues. 18. Written communication Crafting professional, clear, and concise responses in written correspondence with customers. 19. Upselling & cross-selling Identifying opportunities to recommend additional products or services based on customer needs. 20. Client retention Developing strategies to retain clients and reduce churn through exceptional service. 21. Call handling Efficiently managing call flow, ensuring all customer concerns are addressed within call time limits. 22. Bilingual skills Providing customer support in multiple languages to reach a broader audience. 23. Troubleshooting systems Navigating internal systems and databases to retrieve information and solve customer issues quickly. 24. Adaptability to feedback Incorporating feedback from supervisors or customers to improve service performance. 25. Customer needs analysis Skill in understanding and anticipating customer needs to provide proactive solutions. 26. Conflict mediation Ability to mediate between customers and the company to find satisfactory solutions. 27. Organizational skills Keeping track of multiple customer issues and follow-up tasks in an organized manner. 28. Sales assistance Assisting customers in finding products that meet their needs while encouraging purchases. 29. Proactive follow-up Following up with customers to ensure their concerns have been addressed and they are satisfied. 30. Flexibility with shifts Ability to work various shifts, including nights, weekends, and holidays, depending on customer demand. References available upon request.