Customer Success Consultant - Staples Professional - Canada
(2020-03)
- Managed a daily caseload of client inquiries from intake to resolution, ensuring accurate documentation and follow-up.
- Maintained detailed case notes and updated client records to ensure continuity and audit-ready documentation
- Explained complex billing, delivery, and account issues in plain language to support informed client decisions.
- Used CRM/database systems (Salesforce) to create, update, and maintain accurate client profiles and case information.
- Collaborated with Account Managers and cross-functional teams to resolve complex cases and reduce repeat issues.
- Investigated recurring service issues and implemented corrective actions to prevent repeat cases.
- Promote new products and propose existing and old stocks for substitutes.
- Prioritized competing client requests while meeting response-time targets and service level expectations.
- Processed customer orders and account updates with a high level of accuracy and attention to detail.
Head of Administrative and Quality Officer - ISL OUTSOURCING LTD - Mauritius
(2016-01 - 2019-12)
- Maintained accurate administrative and financial records, ensuring documentation met internal compliance standards.
- Reviewed and interpreted financial documents (invoices, vendor statements, reconciliations) to ensure accuracy and completeness.
- Supported recruitment and onboarding by coordinating documentation, scheduling, and induction processes.
- Organizes and schedule meetings and in-house events.
- Prepared purchase orders for goods and services and tracked inventory levels to support business operations.
- Prepares reconciliation of Accounts Payable balances with vendor statements for payments.
- Prepares and issues billings/ invoices accurately and timely and dispatch to clients and local authorities.
- Managed accounts receivable follow-up, tracking overdue invoices and coordinating payment status with external stakeholders.
- Assisted in payroll preparation, verifying accuracy and ensuring timely processing and payment.
- Performs call monitoring and compile trend data to track performance of teams and individuals.
Customer Service Representative – Team Lead - ISL OUTSOURCING LTD - Mauritius
(2013-11 - 2015-12)
- Assures the highest standards of quality through the delivery of accurate and professional customer service within a reasonable cost and timely manner to all clients.
- Handled 50+ customer interactions per day, resolving service issues while maintaining professionalism, empathy, and accuracy.
- Memorized all company campaigns and services to be able to answer all customer questions quickly and efficiently and make relevant upsells.
- Trained new employees in customer service script recitation, conflict resolution, and data entry practices.
- Became the lead "go-to" person for new representatives and particularly for challenging calls as one of the company's mentors of both new and established employees.
