Akeem Desesaure
Philadelphia,PA
Summary
Highly-skilled Customer Service Quality Analyst with comprehensive experience in analyzing customer service metrics, identifying areas for improvement and implementing changes to enhance client satisfaction. Proven strengths include strategic problem-solving, effective communication skills, and advanced technical abilities. Have contributed significantly to previous roles by optimizing workflows and improving customer retention rates through the establishment of effective quality assurance practices.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service/Quality Assurance
PRWT Services inc.-Philadelphia Akeem Desesaure
Philadelphia
05.2022 - Current
- Ensure and maintain business standards through monitoring recorded and live calls
- Evaluate phone and web interactions to provide coaching and feedback to customer service representatives
- Maintain confidentiality of citizen vehicle records and report all finances to PPA (Philadelphia Parking Authority) as well as the city of Philadelphia
- Ensures daily bank deposits are accurately balanced and cashier transactions activity is accurate
- Ensure that payment office staff are providing exceptional customer service
- Perform additional duties delegated by Assistant Director or Director
Executive Team Leader - Sales Floor
Target-Philadelphia
Philadelphia
01.2019 - 12.2021
- Coordinated and directed teams involved in shipping, processing and storage of product
- Maintained order fulfillment and supply chain coordination
- Ensured successful opening and closing of store
- Ensured company policy and standards are being followed and upheld by all team members
- Provided daily instruction and goals for Senior Team Leaders
Logistics Senior Team Leader
Target-Philadelphia
Philadelphia
09.2018 - 01.2019
- Support customer service team and daily store operations
- Coordinate and direct teams involved with shipping, Processing and storage of Products
- Maintain order fulfillment and supply chain coordination
- Ensure successful opening and closing of store
- Ensure company policy and standards are being followed and upheld by all team members
Assistant Manager
Vitamin Shoppe-Philadelphia
Philadelphia
03.2016 - 10.2018
- Maintain brand and operational standards
- Ensure team members are providing optimal customer service
- Ensure successful opening and closing of store
- Responsible for achieving weekly, monthly and annual sales goals
- Ensure all team members have access to KPI's to follow sales trends
Supervisor
Uniqlo Montgomery Mall-North Wales
North Wales, PA
01.2014 - 01.2016
- Lead teams in new store opening processes
- Conduct inventory training classes for associates in preparation for stock take three times a year
- Responsible for daily SKU checks per division
- Trained team on transfer in and transfer out procedures
- Ensure all merchandise is handled properly amongst company guidelines
Education
Business Management -
Utica College
Utica, NY01-2013
Skills
- Customer Service
- Operations Management
- Staff Management
- Staff recruitment
- Team Training
- Employee Scheduling
- Service Quality Assurance
- Inbound Customer Service
- Customer Service Management
- Apple iOS
- MIcrosoft Office
- Proficient in Microsoft Office
Certification
- Manage security Risks - Google certificate
- Foundations Of Cybersecurity - Google Certificate
- Connect and Protect: Networks and Network Security - Google Certificate
- Security and Privacy: Privileged Role - Criminal Justice Information Services
Timeline
Customer Service/Quality Assurance
PRWT Services inc.-Philadelphia Akeem Desesaure
05.2022 - Current
Executive Team Leader - Sales Floor
Target-Philadelphia
01.2019 - 12.2021
Logistics Senior Team Leader
Target-Philadelphia
09.2018 - 01.2019
Assistant Manager
Vitamin Shoppe-Philadelphia
03.2016 - 10.2018
Supervisor
Uniqlo Montgomery Mall-North Wales
01.2014 - 01.2016
Business Management -
Utica College
- Manage security Risks - Google certificate
- Foundations Of Cybersecurity - Google Certificate
- Connect and Protect: Networks and Network Security - Google Certificate
- Security and Privacy: Privileged Role - Criminal Justice Information Services
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