Laetitia Kashala
Cape Town
Summary
Upbeat and friendly Customer Advocate with 6 years experience. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support. Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfactions. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level accounting and finance position. Ready to help team achieve company goals.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Customer Consultant
LufthansaIntouch
Cape Town
06.2020 - Current
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Developed comprehensive training materials and conducted training sessions for customer service agents.
- Adaptation to the update information in the system.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
Education
Bachelor Of Accountancy - Accounting And Finance
College of Statistics
Congo Democratic Republic 09.2010 - 11.2014
Skills
Rhetorical communication
Certification
Data protection IATA Training - LufthansaIntouch
Timeline
Call center [Customer consultant ], [LufthansaIntouch ] - [Timeframe]
06-2022
Data protection IATA Training - LufthansaIntouch
11-2020
Customer Consultant
LufthansaIntouch
06.2020 - Current
Basic business management
11-2016
Bachelor Of Accountancy - Accounting And Finance
College of Statistics
09.2010 - 11.2014
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