Souleymane Balde

SOULEYMANE BALDE Dakar, Senegal. Phone: (- Email:- Objective: To secure a position in an organization utilizing acquired knowledge, experience, computer, language and strong interpersonal skills with advancement potential. Education: BCC - CUNY- Bronx, NY Associates of Science in Business Administration - May 2012 Concentration: Business Management PROFESSIONAL EXPERIENCE Stanley Steemer - Columbus, OH Customer Service Representative I - July 2018 – January 2019 Educated customers on different products of carpet cleaning offered Scheduled appointments on days and times of choice for service De-escalated customers and offered solutions on disputes Assisted customers on navigating website and scheduling cleaning appointments Chase Home Lending - Columbus, OH Senior CSR I / Document Processor - June 2014 – August 2015 Monitored call flow, trained agents on special projects, assigned agents on special tasks based on agent availability and assistance as needed. Reviewed, confirmed and forwarded files to military processing for extension of SCRA benefits to eligible customers. Compiled and confirmed a list of ineligible customers’ information, forwarded for closing and reported to higher management Participated on conference calls with multiple departments to get educated on new projects that will be assigned to overnight team Researched and handled all complex situations that arise during special projects Chase Home Lending - Columbus, OH CSR II / Subject Matter Expert - July 2013 – June 2014 Educated, monitored and resolved customer requests Built rapport, established healthy professional relationships with new hires and promoted positive and confident team morale Monitored team chat, floor walked, side by sided with agents, provided feedback and identified opportunities for team meeting topics Provided expertise during huddles on common issues that arose with new agents Handled escalated mortgage calls that requires immediate attention Assisted with special assignments, created and shared things that can improve team (work order monitoring, call flow sheet, request opening process, etc.…) Dawson Resources - Columbus, OH Customer Service Representative II - January 2013 – May 2013 Informed claimants about eligibility and benefits to settlement Instructed claimants on how to file forms electronically and on paper Prepared incoming mail to be processed and uploaded on claimant’s accounts Searched and identified sensitive information on outgoing international mailing list Social Gathering Palace Corp - Bronx, NY Assistant manager - June 2008 – July 2012 Addressed clients, reserved events and collected payments Coordinated set ups, decorations, monitored event and security team Assisted with office needs, created folders and organized documents Created flyers, online posts and a Social Media page to increase clientele Created short- and long-term goals to boost overall revenue generated Created price listings by categorizing events based upon demand TECHNICAL QUALIFICATIONS: Operating Systems: Microsoft Windows and UNIX & LINUX Microsoft Office: Word, Outlook, Excel and Power Point Mortgage Banking Systems: CA, MSP, FSD and ESP ACHIEVEMENTS and AWARDS: Chase Superstar of fourth quarter 2014 Created a business plan and implemented it successful