Ashley Guness
Port Louis,Port Louis
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
Apollo Solutions Limited
02.2020 - 09.2023
- Greeted customers and identified their needs.
- Provided information about products and services available to customers.
- Processed customer orders accurately and efficiently.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Maintained an organized system for tracking customer interactions and feedback.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Followed up with customers after purchase to ensure satisfaction.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Developed relationships with key clients through regular contact and follow-up communication.
- Tracked inventory levels of popular items to ensure availability for customers' orders.
- Answered phone calls from customers promptly and courteously.
- Stayed informed of industry trends by attending relevant workshops and seminars.
- Performed additional duties as assigned by management team.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Documented customer correspondence in CRM to track requests, problems and solutions.
IT Help Desk Technician
Apollo Solutions Limited
02.2016 - 01.2020
- Installed and configured new hardware, software and peripheral devices.
- Assisted users with troubleshooting computer issues via remote desktop sessions.
- Maintained various databases of customer information and service requests.
- Documented all help desk activities including customer inquiries, resolutions, system configurations.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
- Provided assistance with mobile device setup and configuration.
- Set up virtual private networks for secure remote access.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Education
Professor Hassan Raffa S.S.S
Skills
- Product Knowledge
- Appointment Scheduling
- Team Collaboration
- Inbound and Outbound Calling
- MS Office Proficiency
- Customer Service
- Bilingual French and English
Languages
- English, Upper Intermediate
- French, Intermediate
Hobbies and Interests
- Hiking
- Reading
Languages
French
First Language
English
Advanced (C1)
C1
Japanese
Beginner (A1)
A1
Timeline
Customer Service Associate
Apollo Solutions Limited
02.2020 - 09.2023
IT Help Desk Technician
Apollo Solutions Limited
02.2016 - 01.2020
Professor Hassan Raffa S.S.S
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