Emmanuel L. Scott
Columbus,OH
Summary
Proven track record in enhancing customer loyalty and retention at Verizon Wireless, leveraging exceptional communication and problem-solving skills. Expert in client relationship building and complaint handling, consistently delivering creative solutions that exceed service standards. Demonstrated adaptability and reliability, with a focus on achieving tangible results through innovative customer service strategies. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
CS Loyalty Champion II
Verizon Wireless
03.2023 - Current
- Increased retention rates through personalized interactions with customers and understanding their needs.
- Promoted brand loyalty by effectively communicating the value of various products or services offered by the company.
- Served as a reliable resource for colleagues seeking assistance in handling complex customer inquiries or concerns.
- Managed escalated calls professionally, resulting in successful outcomes that retained valued customers.
- Supported sales initiatives by informing customers about available rewards, promotions, and loyalty program benefits.
- Maintained up-to-date knowledge of industry trends and competitor offerings to better serve client needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Consistently met or exceeded performance metrics related to customer satisfaction, call handling time, and issue resolution rates.
Customer Service Advocate
Verizon Wireless
02.2016 - 03.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Elite Virtual Solutions
01.2012 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Cleveland School Of The Arts
Cleveland, OHAssociate of Arts - Business Administration
Cuyahoga Community College
Cleveland, OHSkills
- Client Relationship Building
- Call center experience
- Complaint Handling
- Creative solutions
- Brand Awareness
- Upselling strategies
- Problem-Solving
- Reliability
- Customer Service
- Problem-solving abilities
- Adaptability and Flexibility
- Excellent Communication
Accomplishments
2019 Legends Winner
2022 Unstoppable Run Winner
2023 Unstoppable Run Winner
2023 Winner's Circle Winner
Timeline
CS Loyalty Champion II
Verizon Wireless
03.2023 - Current
Customer Service Advocate
Verizon Wireless
02.2016 - 03.2023
Customer Service Representative
Elite Virtual Solutions
01.2012 - 01.2016
High School Diploma -
Cleveland School Of The Arts
Associate of Arts - Business Administration
Cuyahoga Community College
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