Emmanuel Johnson
Reynoldsburg,OH
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
UPS Customer Center
Columbus, OH
06.2023 - 12.2024
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided exceptional customer service to ensure customer satisfaction.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Implemented innovative methods for streamlining the customer service process.
- Answered customer inquiries and provided accurate information regarding products and services.
Supervisor of Operations
UPS
, OH
10.2017 - 04.2024
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Created new strategies for improving customer service standards within the organization.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Directed and supervised team of 15 employees in daily operations.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Responded to customer questions regarding products, prices and availability.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
Education
High School Diploma -
Westland High School
Galloway, OH06-2018
Skills
- Paperwork Processing
- Account updating
- Lead Generation
- Documentation
- Problem Resolution
- Product Promotion
- Customer Education
- Computer Proficiency
- Promotional support
- Calendaring
- Administrative Support
- Active Listening
- Building rapport
- Conflict Resolution
Timeline
Customer Service Representative
UPS Customer Center
06.2023 - 12.2024
Supervisor of Operations
UPS
10.2017 - 04.2024
High School Diploma -
Westland High School
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