Emmanuel Powers
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Global Auto Source
01.2023 - Current
- Consistently met and exceeded department expectations for productivity and accuracy levels
- Resolved escalated customer complaints in a timely manner.
- Analyzed customer data to identify opportunities for upselling services.
- Assisted in developing strategies to improve the overall customer experience.
- Provided technical support to customers via phone, email, and chat.
- Developed effective relationships with all call center departments through clear communication
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Customer Service Representative
TechBurn
01.2022 - 01.2023
- Handle an average of 50+ calls per day, addressing customer inquiries, solving problems, and providing new product information
- Maintain a customer satisfaction rating of 95%, as measured by quarterly surveys
- Train and mentor new hires, providing them with the tools and knowledge needed to excel in their positions
- Collaborate with other departments to resolve customer issues efficiently and effectively
- Implement strategies to improve quality of service, productivity, and profitability.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Educated customers on special pricing opportunities and company offerings.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Senior Call Center Agent
Spotlight Alert Agency
01.2022 - 01.2022
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Provided accurate information on products and services to customers.
- Resolved customer service inquiries promptly and efficiently.
- Processed orders accurately and timely.
- Maintained up-to-date knowledge of company's products, services and promotions.
- Identified customer needs by asking probing questions and actively listening to responses.
- Evaluated customer feedback to identify areas for improvement in the call center operations.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Explained key information regarding products and services to customers to encourage informed decision-making.
Education
Bachelor of Arts - Business Administration
MSC BUSINESS COLLEGE
PRETORIA SOUTH AFRICAB.S in Business Management -
HIWASSEE COLLEGE
Skills
- Strong problem-solving abilities
- Excellent communication skills
- Proficient in Microsoft Office Suite
- Ability to work in a fast-paced environment
- High level of patience and professionalism
- Call Control
- Order Fulfillment
- Account Management
- Documentation Review
- Customer Support
- Database Management
- Database Maintenance
- Cross-Functional Collaboration
- Escalation Management
Certification
- Project Management Essentials
- Scrum Master Training
- Lean Six Sigma Black Belt
- Agile Project Management
Job Titles
- Senior Customer Service Representative
- Customer Service Representative
- Senior Call Center Agent
Timeline
Senior Customer Service Representative
Global Auto Source
01.2023 - Current
Customer Service Representative
TechBurn
01.2022 - 01.2023
Senior Call Center Agent
Spotlight Alert Agency
01.2022 - 01.2022
Bachelor of Arts - Business Administration
MSC BUSINESS COLLEGE
B.S in Business Management -
HIWASSEE COLLEGE
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