MARINE MICHAUD
Rose Hill
Summary
Customer Service Professional with over 4 years of experience at Swan General Ltd, specializing in client relations and problem resolution through collaborative team efforts. Recognized for contributing to a 90% conversion rate and consistently supporting the team in meeting service quality standards. Experienced in de-escalation and customer retention strategies, with a shared commitment to fostering positive client experiences. Seeking to apply collaborative customer-focused solutions and drive continuous improvement in a dynamic new role.
Overview
4
4
years of professional experience
2020
2020
years of post-secondary education
Work history
Customer Service Representative
Swan General Ltd
09.2020 - 12.2024
- Managed a portfolio of over 75,000 customers, overseeing the delivery of products, services, and company information through coordinated team efforts.
- Contributed to securing 100 million in new business, supporting overall business growth and helping the team meet sales targets.
- Ensure onboarding of new clients, creation of Client Due Diligence (CDD) & Risk Based Matrix (RBM) and conduct Transaction Follow-up
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Developed strong product knowledge to perform corporate presentation to educate clients about policies and procedures
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Met customer call guidelines for service levels, handle time and productivity
- Followed up with customers about resolved issues to maintain high standards of customer service
Education
Bachelor Of Business Management - Customer Relations And Communication
Open University Mauritius
Higher School Certificate - undefined
Cambridge International Examination
School Certificate - undefined
Cambridge International Examination
Internet And Computer Core Programme - undefined
Universal ICT Education Programme
Skills
- Customer Service
- Problem-solving abilities
- Customer Relations
- Problem Resolution
- Client Relations
- Customer satisfaction measurement
Languages
English
French
Timeline
Customer Service Representative
Swan General Ltd
09.2020 - 12.2024
Higher School Certificate - undefined
Cambridge International Examination
School Certificate - undefined
Cambridge International Examination
Internet And Computer Core Programme - undefined
Universal ICT Education Programme
Bachelor Of Business Management - Customer Relations And Communication
Open University Mauritius
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