Anna Akinterinwa
Katy,TX
Summary
Motivated Customer Service Manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
CGI Group Inc
Houston, TX
01.2021 - 03.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to provide feedback and coaching.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Conducted training and offered staff development opportunities to decrease process lags.
- Organized client contracts, records and reports to strengthen traceability.
Customer Service Supervisor
Workforce Solutions For The Heart Of Texas
Houston, TX
05.2017 - 01.2021
- Monitored service desk ticket queues to facilitate timely response and resolution.
- Created training manuals to resolve simple and complex customer issues.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Monitored phone calls to provide feedback and coaching.
- Monitored phone calls to promote better service and provide feedback.
Customer Service Supervisor
Progress Energy
Los Angeles, CA
11.2016 - 03.2017
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Customer Service Agent
CBRE
Los Angeles, CA
12.2009 - 11.2015
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed high-volume of inbound and outbound customer calls.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Helped clients navigate online systems within established frameworks to obtain services.
- Returned customer calls in established turnaround time to meet company objectives.
- Suggested suitable options for unavailable products and services to retain customers.
Education
Bachelor of Science - Business Administration And Management
University of Ado Ekiti
Ado Ekiti08.2007
Skills
- Management of remote employees
- Training programs
- QA
- Talent development
- Focused on customer satisfaction
- Workforce Management
- Meticulous attention to detail
- Cross-functional collaboration
- Skilled multi-tasker
- Project management
- Schedule coordination
- Training and coaching
- Conflict resolution techniques
- Quality assurance controls
- Expertise in sales
- Superior computer skills
Timeline
Customer Service Manager
CGI Group Inc
01.2021 - 03.2023
Customer Service Supervisor
Workforce Solutions For The Heart Of Texas
05.2017 - 01.2021
Customer Service Supervisor
Progress Energy
11.2016 - 03.2017
Customer Service Agent
CBRE
12.2009 - 11.2015
Bachelor of Science - Business Administration And Management
University of Ado Ekiti
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