Ruth Anastasia Yebei

RUTH ANASTASIA YEBEI CUSTOMER SUPPORT REPRESENTATIVE- PROFESSIONAL SUMMARY Bilingual (English and French) Customer Support Representative with 5 years of experience in customer service, administrative support, and client relations. Proven ability to provide exceptional customer service, manage communication effectively, and ensure client satisfaction. Skilled in handling a high volume of calls, resolving issues promptly, and educating customers on products and services. SKILLS          Customer Service Excellence Excellent Oral and Written Communication Critical thinking and Problem Resolving Microsoft office (Word, Excel ,Outlook and PPT) Empathy and Patience Document Proofreading and Typing CRM Proficiency Organizational Efficiency Time Management          Phone handling (Inbound and outbound) Conflict Resolution Effective Decision making Policy Standards and Guidelines Confidentiality and Ethical Conduct Team Collaboration Attention to Detail Adaptability to Changing Priorities Documentation WORK HISTORY Customer Support Representative, 02/2021 - Current Alarudena International  Handled over 100 calls per day, maintaining a satisfaction rate of 95% through effective problem-solving and empathetic communication.  Resolved customer inquiries regarding service options, and support, achieving an average call resolution time of under 5 minutes.  Applied effective customer service strategies to handle inquiries, messages, and follow-ups professionally and efficiently.  Maintained accurate records of client interactions, ensuring timely documentation that contributed to effective case management practices and resolution of issues.  Built rapport with client establishing trust and fostering long-term relationships for repeat business opportunities.  Assisted clients with obtaining housing, employment and support resources.  Maintained manual and electronic files and databases, ensuring 98% accuracy and accessibility.  Conducted efficient job data entry and maintained accurate documentation for effective service management.  Sorted, organized, and dispersed all forms of communication, including handling over 500 faxes and pieces of mail monthly.  Kept case files updated, accurate and aligned with requirements. Administrative Assistant, 06/2019 - 01/2021 National Assembly of Nigeria  Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively and professionally, thereby fostering strong client relationships.  Opened and properly distributed incoming mail to promote quicker response to client inquiries.  Managed contract information, assembled contract packages, collected related documentation, and tracked and filed contracts and supporting documentation.  Identified and communicated barriers to achieving KPIs to support continuous improvement efforts.  Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.  Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.  Ordered and maintained office supplies and equipment, overseeing a $15,000 annual budget  Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.  Completed forms, reports, logs, and records to quickly handle all documentation for human resources. Client Service Representative, 01/2018 - 08/2019 Nigeria Youth Congress  Streamlined communication for improved efficiency by creating a centralized system for tracking client requests.  Developed strong relationships with over 300 clients through proactive outreach and regular check-ins on progress and satisfaction.  Helped large volume of customers every day with positive attitude and focus on customer satisfaction.  Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members  Upheld organizational and privacy policies, maintaining confidentiality and ethical conduct at all times.  Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.  Contributed to process improvement initiatives by identifying areas of inefficiency within the team's workflows and proposing solutions.  Consistently met or exceeded performance metrics while effectively juggling an average of 80 tasks daily under tight deadlines.  Offered personalized solutions to meet customer requirements and close sales. EDUCATION Bachelors of Arts ( B.A) History and Diplomatic Studies Developing Quality Customer Service Skills (Certificate) Effective Customer service skills ( Certificate) Customer Care Skills and Telephone Etiquette (Certificate) ADDITIONAL INFORMATION  Language: (English )