James Mukiri
Lawrenceville,GA
Summary
Highly motivated Customer Service Team Leader/Senior Rep with strong client relationship and excellent organizational skills. Provides customers with optimal products and services to meet their specific needs. Strong compliance and on-boarding experience. Responds and resolves escalated issues from customers, monitor daily workflow of customer service agents while ensuring correct procedures are adhered, identifies system improvements, workflow improvements, and enhancing team efficiency. Proficient in CRM software and performance management competences. Versatile supervisory and leadership skills.
Overview
18
18
years of professional experience
Work History
Customer Service Team Lead
Celanese
09.2008 - 09.2019
- Managed 11 Staffing customer service representatives while setting rClaireable customer satisfaction goals and responded to their questions and guided them on appropriate resolutions
- Administrative duties such as approving Paid Time Off for customer service representatives, scheduled team meetings, scheduled team outings, skilled additional customer service representatives to assist with staffing calls when call volume was high and monitored customer services representatives to calls and emails to ensure company process and procedures was followed
- Resolved customer service issues using company processes and policies and provided updates to customers
- Coached new team members on service techniques and provided scoring through quality assurance program
- Conferred with customers about concerns with products or services to resolve problems and drive first call resolution
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Provided primary customer support to internal and external customers in fast-paced environment
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Cross-trained and provided back up for customer service managers
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Performed data entry with SalesForce to record call notes, inventory transfers, inventory adjustments and invoice payments
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Home Based Travel Agent
Select Express & Logistics
07.2014 - 04.2019
- Organized memorable and exquisite travel itineraries and vacations for clients
- Discussed benefits of and information regarding travel insurance with clients and obtained best rates, which increased repeat business
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Strategically displayed travel brochures and other promotional materials to foster brand awareness
- Discussed security issues and protocols with individuals traveling to highly insecure countries or areas
- Facilitated workplace productivity by effectively coordinating appointment schedules and itineraries and managing accounts and budgets
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
Dispatch Assistant
BellSouth/AT&T
04.2001 - 12.2007
- Field calls from BellSouth personnel in SC, NC, GA, FL, MS, TN KY regarding vehicle maintenance and vehicle repair requests
- Kept detailed track of all available field personnel and all in-progress and completed calls
- Increased area coverage through effective scheduling and detailed location monitoring of outside technicians during travel and repairing during Hurricane Katrina
- Directed all dispatching, routing and tracking of fleet vehicles
- Maintained updated and detailed records of calls in physical and electronic database
- Responded to over 40 daily caller requests with information about assistance and time frames
- Received incoming calls and messages and addressed phone requests
- Scheduled winch-outs for vehicles stuck in mud, soft sand and marsh areas
- Scheduled windshield repairs and/or replacements, oil leaks, transmissions issues, engine problems, state emissions tests, along with cell phone or laptop repairs
- Generated Exception Report daily to resolved billing and transaction problems, such as duplicate transactions, wrong purchase order numbers and charges that exceeded average cost more than specified amount
- Scheduled and dispatched over 50 daily roadside assistance calls based on caller locations and available employees
Education
Business Management
Florence-Darlington Technical College
Florence, SCHigh School Diploma -
Mayo High School
Darlington, SC1991
Skills
- Administrative Support
- MS Office proficiency
- Customer Service oriented
- Excellent communication
- Call Center Operations
- Inter-personal skills
- Managerial techniques
- Coaching and mentoring
- Leadership
- Strong Organizational skills
- Report preparation
- Problem-solving skills
- Travel sales
- Account management
Timeline
Home Based Travel Agent
Select Express & Logistics
07.2014 - 04.2019
Customer Service Team Lead
Celanese
09.2008 - 09.2019
Dispatch Assistant
BellSouth/AT&T
04.2001 - 12.2007
Business Management
Florence-Darlington Technical College
High School Diploma -
Mayo High School