Summary
Overview
Work History
Education
Skills
Timeline
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Emmanuel Carmouche

Porter,TX

Summary

Accomplished Lead Representative at Concentrix, adept in client relationship building and data analysis, I drove revenue growth and streamlined processes, enhancing team productivity by mentoring and fostering cross-functional collaboration. Achieved significant cost reductions and exceeded performance targets, demonstrating exceptional analytical thinking and team management skills.

Overview

8
8
years of professional experience

Work History

Lead Representative

Concentrix
03.2021 - 02.2024
  • Negotiated favorable contract terms with suppliers, reducing costs while maintaining quality standards.
  • Executed targeted sales strategies that led to an increase in revenue generation for the organization.
  • Analyzed data trends to identify potential opportunities for growth, driving decision-making processes for future initiatives.
  • Developed strong relationships with clients to ensure a high level of service and ongoing support.
  • Exceeded performance targets by consistently delivering high-quality work in a fast-paced environment.
  • Led cross-functional teams to achieve project goals, fostering collaboration and communication among departments.
  • Mentored junior team members, resulting in improved performance and overall team productivity.
  • Coordinated events that promoted company culture, fostering employee engagement and satisfaction levels within the workplace.
  • Identified process inefficiencies within department workflows, resulting in streamlined practices that saved time and resources.

Customer Support Team Lead

Imprimis
01.2019 - 03.2021
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Devised strategies for handling high call volumes during peak periods, maintaining exceptional service levels under pressure.
  • Collaborated with cross-functional teams to address customer needs and improve overall experience.
  • Established open communication channels within the team, promoting collaboration and innovation in problemsolving.
  • Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
  • Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
  • Managed a team of customer support representatives, ensuring consistent quality in service delivery.
  • Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
  • Mentored new hires for seamless integration into the customer support team.

Client Service Representative

Mercer
02.2016 - 01.2019
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.

Education

Associate of Science - Business Administration

Eastfield College
Mesquite, TX
05.2015

Skills

  • Team Management
  • Task Delegation
  • Client Relationship Building
  • Customer Support
  • Data entry proficiency
  • Client Services
  • Lead prospecting
  • Account Servicing
  • Business Development
  • Cross-Functional Team Development
  • Systems and software expertise
  • Data Analysis
  • Analytical Thinking

Timeline

Lead Representative

Concentrix
03.2021 - 02.2024

Customer Support Team Lead

Imprimis
01.2019 - 03.2021

Client Service Representative

Mercer
02.2016 - 01.2019

Associate of Science - Business Administration

Eastfield College

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Emmanuel Carmouche