Marie Conchita Elodie Racoute
Pointe aux Sables,PL
Summary
Results-oriented individual with a passion for continuous learning and innovation. Highly motivated and organized employee, always seeking new challenges. Demonstrates a strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work effectively unsupervised, thrive under pressure, and consistently deliver high-quality work with efficiency. Quick to master new skills. Currently seeking entry-level opportunities to enhance abilities while making valuable contributions to company growth.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
SWAN Mauritius
01.2025 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Coordinated and managed email correspondences effectively.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers regarding pension plan details, contribution amounts,withdrawal options and eligibility requirements.
- Explained different pension features like lump sum withdrawals,annuity options, and survivor benefits to members.
Service Planner
Hardy Henry Services Ltd
06.2022 - 12.2024
- Scheduled technicians, managed workflow, and monitored job progress to ensure the quality & productivity.
- Printing & verification of service sheet (800 per week).
- Retrieved and processed missed service visits and prepared weekly report.
- Portfolio Management for clients - manage the frequency of service in a circuit.
- Constant monitoring and analysis of each new circuit & urgence.
- Follow-up & analysis of urgence in respected delays.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Performed root cause analysis on equipment failures and customer complaints.
- Prepared cost estimates for repairs, upgrades, or other services requested by technicians, sales team or customers.
- Prepared quotation for purchase of consumables or equipment as per the client or sales team request.
- Collaborated with sales team to develop solutions that meet customer needs while maximizing profitability.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls by encouraging prompt debt repayment.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
- Conducted quality assurance survey on completed jobs before closing out tickets.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge or various company proposed service.
- Developed strong relationships with customers by providing knowledgeable advice regarding products and services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods and services.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
- Answered inbound calls, chats and emails to facilitate customer service.
- Served as a liaison between the clients and other departments within the organization during the renewal process.
- Monitored client contracts to ensure timely renewals were completed.
- Analyzed data from customer contracts to identify opportunities for upsells and cross-sells.
- Strengthened customer retention by offering discount options.
- Drafted proposals for new and renewal business opportunities.
- Prepared monthly reports outlining performance metrics related to renewals, cancelations, and upsells and cross-sells.
- Analyzed customer feedback to make recommendations for process improvements.
- Educated customers on best practices for using company's products and services.
- Negotiated tender and contract terms to meet both client and company needs.
- Analyzed exceeding costing and report to the operation manager and Business Unit Manager.
Gestionnaire De Recouvrement
Global Servicing Activities Ltd
11.2021 - 06.2022
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Negotiate recovery : deferred or staggered payment with schedule.
- Follow up on overdue payments, track down the root of payment delays and take appropriate action.
- Investigate credit histories to understand customer profiles better and facilitate efficient collections.
Customer Service Assistant
Cim Financial Services Ltd
06.2016 - 10.2021
- Assisted customers over the phone, providing helpful information regarding products and services.
- Collaborated closely with colleagues to meet customer needs.
- Performed administrative tasks such as filing documents, entering data into computer systems.
- Handled returns and exchanges in accordance with store policies while maintaining positive customer relations.
- Kept up-to-date on new products, services, promotions, and other changes that affect customer service operations.
- Processed payments accurately and efficiently.
- Liaised between customers and various departments to resolve issues and satisfy inquiries and requests.
- Resolved customer complaints and issued refunds as needed.
- Excelled in exceeding daily credit card application goals.
Education
Superior Customer Service Recovery Masterclass
Brandlove Collaboration Softskills Consultants
Étiquette Téléphonique, Techniques De Conversation
Soft Skills Consultants
Négociation Pour Des Ventes Réussies En 2022
Industrie Et Services De L'Océan Indien Ltée
Renforcer La Relation Client pour mieux fideliser
Formaclic
Higher School Certificate
Port Louis State Secondary School
TranquebarSchool Certificate
Port Louis State Secondary School
TranquebarInternet And Computing Core Certification IC3 Programme
Universal ICT Education Programme
Certificate of Primary Education
Notre Dame De Bon Secours RCA
Port LouisSkills
- Teamwork and Collaboration
- Data Entry
- Customer Relations
- Time Management Abilities
- Multitasking
- Active Listening
- Written Communication
- Stress Tolerance
- Self Motivation
- Goal Setting
- Organizational Skills
- Adaptability and Flexibility
- Strong Communication Abilities
- Persuasive Negotiation and Resolution
- Analytical and Critical Thinking
- Decision-Making Capabilities
- Complaint Handling
- Product Knowledge
- High-energy attitude
- Attention to detail
Languages
- French
- English
Timeline
Customer Service Representative
SWAN Mauritius
01.2025 - Current
Service Planner
Hardy Henry Services Ltd
06.2022 - 12.2024
Gestionnaire De Recouvrement
Global Servicing Activities Ltd
11.2021 - 06.2022
Customer Service Assistant
Cim Financial Services Ltd
06.2016 - 10.2021
Superior Customer Service Recovery Masterclass
Brandlove Collaboration Softskills Consultants
Étiquette Téléphonique, Techniques De Conversation
Soft Skills Consultants
Négociation Pour Des Ventes Réussies En 2022
Industrie Et Services De L'Océan Indien Ltée
Renforcer La Relation Client pour mieux fideliser
Formaclic
Higher School Certificate
Port Louis State Secondary School
School Certificate
Port Louis State Secondary School
Internet And Computing Core Certification IC3 Programme
Universal ICT Education Programme
Certificate of Primary Education
Notre Dame De Bon Secours RCA