EMMANUELA MENSAH
Newark
Summary
Personable and dedicated Customer Service Representative with extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
FanDuel
08.2024 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborate with team using multiple forms of digital communication for support to rapidly resolve issues, inquiries, exceed expectations, and deliver outstanding support to our growing community of avid sports fans
- Master our internal admin systems, review accounts, troubleshoot bugs, and resolve issues
- Help share user insights and trends to all areas of the business including product, marketing, and operations
Customer Service Agent
PSEG NJ
02.2024 - Current
- Managed workload independently with minimal supervision from team lead or manager
- Responded to telephone inquiries and complaints following standard operating procedures
- Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues
Retail Reschedule Associate
Momentum Solar
10.2023 - 02.2024
- Data entry /excel tracking
- Developed strong customer service skills through daily interactions with customers
- Answered phone calls from potential customers to direct to appropriate products or departments
- Prioritized and managed multiple tasks efficiently, meeting deadlines and exceeding expectations
Food Service Worker
United Club
06.2023 - 10.2023
- Providing exceptional customer service by handling customer inquiries, resolving issues and creating a positive experience for guests
- Attention to detail ensuring a high level of service and maintaining the club's standards
- Maintain an understanding of the airline industry, including flight schedules, airport operations, and loyalty programs
- Developed strong interpersonal skills while interacting with customers and coworkers in a fast-paced environment
Health Educator Intern
Planned Parenthood of Metropolitan New Jersey
01.2022 - 02.2023
- Educated community members on disease prevention, vaccines and mental health
- Developed educational materials, including pamphlets, flyers, and fact sheets to support health education initiatives
- Collaborated with healthcare providers to develop effective outreach strategies
- Developed, conducted, and coordinate health needs assessments and other public health surveys
Sales Associate
T-Mobile
01.2022 - 06.2022
- Collected, labeled and stored lab samples according to laboratory specifications
- Prepared test samples and obtained and recorded test data in accordance with standards
- Performed routine laboratory tests and analyses in support of research objectives, ensuring accuracy and precision of results
- Maintained accurate records of data collected from experiments
Food Service Worker
05.2019 - 11.2019
- Handled customer complaints and inquiries in a courteous and efficient manner
- Engaged with guests to understand and anticipate customer service needs
- Established a positive rapport with customers by delivering friendly, personalized service
- Provided accurate information about products, prices and availability both in person and over the phone
- Operated cash register and POS to handle purchases, refunds, and exchanges for customers
Education
Master of Public Health - Public Health
William Paterson University of New Jersey
Wayne, NJ05.2025
Bachelor of Science Degree - Public Health Education
William Paterson University of New Jersey
Wayne, NJ05.2022
High School Diploma - US
Newark Tech
Newark, Nj06.2017
Skills
- Verbal and written communication
- Problem solving
- Customer Service
- Microsoft Office (Word, PowerPoint, and Excel)
- Data management
- Public speaking
- Teambuilding
- Multitasking
- Active listening
- Video editing
- Brand awareness
- Product promotion
Hobbies and Interests
- William Paterson University Public Health Club- Club Public Relations Representative. Fall 2020-Spring 2022.
- African Student Union- Club Treasurer Fall 2019 - Spring 2020
Languages
English
Native or Bilingual
Twi (Ghana)
Full Professional
Timeline
Customer Service Agent
FanDuel
08.2024 - Current
Customer Service Agent
PSEG NJ
02.2024 - Current
Retail Reschedule Associate
Momentum Solar
10.2023 - 02.2024
Food Service Worker
United Club
06.2023 - 10.2023
Health Educator Intern
Planned Parenthood of Metropolitan New Jersey
01.2022 - 02.2023
Sales Associate
T-Mobile
01.2022 - 06.2022
Food Service Worker
05.2019 - 11.2019
Bachelor of Science Degree - Public Health Education
William Paterson University of New Jersey
High School Diploma - US
Newark Tech
Master of Public Health - Public Health
William Paterson University of New Jersey
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