Gregory Emmanuel
Indianapolis, IN, United States, 46235
Summary
Highly skilled and dedicated professional with over 5 years of experience in providing technical assistance and troubleshooting for various software applications. Proven track record of effectively resolving customer issues and ensuring timely and satisfactory resolution. Proficient in analyzing and diagnosing software problems, implementing effective solutions, and providing comprehensive documentation.
Overview
6
6
years of professional experience
Work History
Vocal Educator
Bach to Rock
04.2024 - Current
- Developed personalized vocal training programs tailored to each student's needs and goals
- Instructed students in proper vocal techniques, breathing exercises, and vocal health practices
- Provided constructive feedback and guidance to help students improve their vocal skills and expand their vocal range
- Collaborated with other music instructors to create interdisciplinary lessons and performances to enhance students' overall musical education
- Built relationships and communicated with parents to provide best learning environment for children.
- Developed and implemented engaging lesson plans to keep learner attention.
Customer Service Advisor
Concentrix
08.2023 - 01.2024
- Assisted external users with technical products or services by identifying, investigating, researching and providing resolution to user questions and problems
- Implemented basic troubleshooting to issues that are technical in nature, including hardware, software and networking
- Followed appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
- Solved problems that are generally unstructured and required extensive use of conceptual thinking skills and deductive reasoning
- Ensured service delivered to customers met contractual Key Performance Indicators
- Analyzed and resolved customer complaints and concerns, ensuring customer satisfaction and retention.
Music Educator
Indianapolis Public Schools
07.2021 - 12.2022
- Prepared lessons geared to meet academic standards and principals
- Organized field trips and all necessary research, preparation and paperwork
- Managed organizational systems for classroom material management (musical scores, concert attire)
- Collaborated with other faculty in cross curricular projects
- Developed and implemented lesson plans for various grade levels, incorporating music theory, history, and performance skills.
- Provided individualized instruction to students, identifying their strengths and areas for improvement, and offering effective strategies to enhance their musical skills.
Customer Support Trainer
Vyne Dental
05.2019 - 10.2020
- Managed and coached small team of employees
- Developed and delivered comprehensive training programs for new customer support representatives, ensuring they had a strong understanding of company products, policies, and procedures.
- Conducted training needs assessments to identify gaps in knowledge and skill levels, and designed customized training materials to address those needs.
- Utilized eLearning platforms and multimedia tools to create engaging and interactive training modules for remote customer support teams.
- Coordinated and facilitated hands-on training sessions, providing guidance and support to trainees as they practiced resolving customer issues and delivering exceptional service.
- Monitored the performance of trainees, conducted evaluations, and provided ongoing coaching and feedback to ensure continuous improvement in customer support skills.
Customer Support Representative
Vyne Dental
09.2018 - 05.2019
- Assisted customers in navigating complex technical issues and provided step-by-step guidance to troubleshoot problems with software and hardware.
- Utilized CRM software to document and track customer interactions, ensuring accurate and up-to-date information for future reference.
- Handled a high volume of incoming calls and emails, responding promptly and efficiently to provide information and solve problems.
- Collaborated with cross-functional teams to escalate complex cases and ensure prompt resolution.
- Maintained accurate and detailed records of customer interactions, issues, and solutions to facilitate continuous improvement in customer support services.
Education
General Studies - Music
Ball State University
Muncie, Indiana05-2017
Skills
- Leadership
- Self-sufficient
- Communication
- Problem-Solving
- Collaboration
Timeline
Vocal Educator
Bach to Rock
04.2024 - Current
Customer Service Advisor
Concentrix
08.2023 - 01.2024
Music Educator
Indianapolis Public Schools
07.2021 - 12.2022
Customer Support Trainer
Vyne Dental
05.2019 - 10.2020
Customer Support Representative
Vyne Dental
09.2018 - 05.2019
General Studies - Music
Ball State University
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