Emmett Brady
Team Lead HSP Telesales And Service
Houston,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Team Lead HSP Telesales and Service
Center Point Energy
Houston , Texas
7 2019 - Current
- Receives and responds to customer inquiry calls
- Promotes/Sells Home Service Plus/Home Serve products and services
- Sets appointments for products and installation services
- Handle and prioritize customer complaints/reimbursements
- Interfaces with other departments to process billing inquiries and/or to complete customer inquiries
- Top sales performer on numerous occasions
- A Subject Matter Expert (SME) to assist other agents across the call center as well as assist with the lead box on many occasions
- Service Excellence Trainer (SET) to train other agents/supervisors/leads across the center and demonstrate more effective customer service and selling techniques that benefits the customer as well as the company
- 2 years in a permanent lead role
- Coaching agents throughout the week to improve close rates, adherence, productivity etc.
- Handle customer complaints in a timely manner
- Provide floor support daily/observe the chat, provide solutions for agent's questions daily
- Monitor team stats and performance on a daily basics
- Provide steady leadership daily for all HSP/SGO agents
- Executed many projects worked on from leadership
- Partially train/prepare lead rotation agents for their new opportunity
- Performed as the primary lead for Academy Bay to assist/develop agents
- Review and report login/logout reports
- Send team updates and stats to leadership daily
- Facilitate team meetings weekly to set the expectation put in place by leadership
- Monitor CC pulse daily to ensure sufficient coverage for business operations
- Attended classes on CNP university to assist with career development.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Mentored junior team members, resulting in improved performance and overall team productivity.
- Implemented continuous improvement initiatives, optimizing operational efficiencies and driving cost savings.
- Executed targeted sales strategies that led to an increase in revenue generation for the organization.
- Facilitated training programs for team members, enhancing their skills and knowledge base for better job performance.
- Exceeded performance targets by consistently delivering high-quality work in a fast-paced environment.
Center Consultant/Parcel Specialist
Fed Ex
Houston , TX
07.2016 - 06.2019
- Obtains high degree of expertise in company products and services provided at Fed Ex
- Efficiently operates printing, binding, graphics and copying equipment
- Providing outstanding customer service towards customer needs
- Ensures customer complaints and/or issues are resolved
- Accuracy in processing complex orders as well as pricing information
- Coordinating inbound /outbound package activities of the in-center parcel management operation
- Receives, processes, stages and delivers all inbound /outbound packages from venue utilizing an electronic last mile tracking system
- Proficient with Fed Ex computer systems
- Physically equipped to handle the demands of my role/position.
Package Handler
United Parcel Service - UPS
07.2017 - 10.2017
- Load and Unload packages between 70 to 150lbs onto delivery trucks – fast pace necessary
- Load packages in proper order onto truck for delivery accuracy
- Ensures that each package is properly and safely packed
- Ensures that documentation is complete and delivery addresses are visible
- Make sure that the number of packages add up with the number on the work order provided
- Assist with delivering packages to the correct drop off and pick up locations provided on work order.
Lead Supervisor
Jan Pro Cleaning
07.2016 - 07.2017
- Traveled daily to local locations to make sure daily duties were completed and accurately done by employees.
- Coached/Trained/Developed my employees to ensure we exceeded customers expectations.
- Provided guidance for starting new clients and assisted with giving new ideas towards excellent and efficient performance per the company.
- Primary contact for clients; handled client requests, complaints, and issues effectively.
- Made sure trust was built between both the company and the client.
- Organized and facilitated team meetings to set the agenda/goals for each month.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Educated workers about proper safety procedures to prevent accidents and injuries.
Field Service Technician/Installer
Lucky Coin Machines
02.2015 - 07.2016
- Drove company vehicle to vendors citywide
- In charge of installing technology devices, such as wall speakers, jukeboxes, poker machines, etc.; followed wiring procedures to ensure accuracy
- Retrieved cash from poker machines and/or arcade games; verified accuracy of cash amount being collected
- Distributed the correct amount owed to location of service
- Utilized GPS tracking system due to various routes provided
- Ensured accuracy of location to provide service
- Secured the handling of all money at each service location
- Serviced poker machines, arcade games, and pool tables at provided location.
Lead Coil Technician
Kencoil
05.2013 - 02.2015
- Prepared, insulate, and finalized coils to satisfaction
- Lifted and carried heavy objects up to 40-60 lbs
- Communicated properly and effectively to management when discernment to detail was necessary during preparation of coils
- Provided mechanical and electrical knowledge as well as consistent aptitude during technician role
- Provided efficiency towards technical issues / problems
- Used basic measuring instruments provided during role: ruler, micrometer, etc.
Sales/ Customer Service Representative
AutoZone
10.2010 - 06.2012
- Provided outstanding customer service towards each customer
- Sold automotive parts and products needed to service and/or repair the issue to meet customer satisfaction
- Processed sales payments, returns, credit, and check processing procedures
- Examined exchanged parts
- Stocked shelves
- Ordered automotive parts from manufacturers
- Provided service technicians with parts required
- Organized stockroom
- Maintained daily and/or monthly merchandising displays
- Ensured and maintained quarterly inventory as needed.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Promoted to Sales Manager
Education
Diploma -
John McDonogh High School
New Orleans, LA 08.2004 - 05.2008
24 Credit Hours – Psychology -
Delgado Community College
New Orleans, LASkills
Microsoft Office, SAP, Excel, Tableau, PowerPoint
Time Management
Coach, train, and develop my employees
Continuous improvement
Data entry proficiency
Extremely quick learner
Task Delegation
Team Management
Possess effective communication skills both written and verbal
Excellent customer service skills
Works well with little to no supervision
Microsoft Office, SAP, Excel, Tableau, PowerPoint
References
REFERENCES UPON REQUEST
Timeline
Package Handler
United Parcel Service - UPS
07.2017 - 10.2017
Center Consultant/Parcel Specialist
Fed Ex
07.2016 - 06.2019
Lead Supervisor
Jan Pro Cleaning
07.2016 - 07.2017
Field Service Technician/Installer
Lucky Coin Machines
02.2015 - 07.2016
Lead Coil Technician
Kencoil
05.2013 - 02.2015
Sales/ Customer Service Representative
AutoZone
10.2010 - 06.2012
Diploma -
John McDonogh High School
08.2004 - 05.2008
Team Lead HSP Telesales and Service
Center Point Energy
7 2019 - Current
24 Credit Hours – Psychology -
Delgado Community College
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