Summary
Overview
Work History
Education
Skills
Timeline
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JERRY ONEMA

Charlotte,NC

Summary

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.

Experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.


Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

18
18
years of professional experience

Work History

City Letter Carrier

USPS
05.2016 - 05.2023
  • Engaged customers with pleasant demeanor and offered to help with mail-related issues.
  • Used portable devices to maintain system records by scanning items delivered to homes and businesses.
  • Collected mail from letter boxes on specific route both on foot and by vehicle.
  • Pleasantly greeted and engaged customers, assisting with any mail-related issues.
  • Delivered packages and mail to business and people in local area.
  • Picked up outgoing mail from letter boxes and in person from customers.
  • Worked closely with other employees in mail office and handled various administrative tasks.
  • Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
  • Distributed mail on foot to residences and businesses, delivering to approximately 300 customers per shift
  • Engaged customers with pleasant demeanor and offered to help with mail-related issues
  • Used portable devices to maintain system records by scanning items delivered to homes and businesses
  • Collected mail from letter boxes on specific route both on foot and by vehicle
  • Pleasantly greeted and engaged customers, assisting with any mail-related issues

Customer Escalations

WWTS
01.2014
  • This position allows me to represent my company in many different ways
  • We provide technical services for the small business entrepreneur, or individual customers looking for television, printer, pc repair service, and deployment/setup of an office space, or a local store
  • My job as an escalation advocate is to be customer representative for our business by providing excellent customer service for our clients
  • My job requires me to ensure that our service level agreements are adhered to by our field technicians, and making sure that our customer’s needs are met
  • The ability to build rapport with our commercial, and individual customers is the main reason I love this job
  • I bring to the table great competence in retaining business relationships for long term purposes, and ensuring top of the line service for our customers
  • More recently I was recognized for helping my department retain business with one of the best clients we provide services for.

Customer Retention Associate

PlumChoice
01.2013 - 01.2014
  • As a retention agent, I was able to build rapport with customers by telephone and in person, about services and products, take or enter orders, cancel accounts, or obtain details of complaints
  • The ability to ensure that appropriate changes are made to resolve customer problems
  • I was able to perform escalation calls, and reviews on many occasions as a result of call center volume
  • More than anything, what I was able to bring to the team is the ability to give the customer reason to keep the service or product
  • What I did differently, within policies and procedures, the ability to listen actively, and practicing moral and ethics
  • Reassuring the customer that I am able to do what I would want done for me
  • Product knowledge became my most important weapon
  • I was able to increase my save rate, improving it 100 percent.

Accounts Manager

Rent-A-Center
01.2009 - 01.2010
  • I was able to provide friendly service to all customers coming in and out of the store, and asking questions in order to find out what the customers are interested in
  • Offering enthusiastic sales guidance to customers
  • Assisting in maintaining a quality showroom
  • Keeping merchandise in excellent, rent-ready condition
  • Ensuring timely deliveries, as well as securing on time payments and collecting on delinquent accounts
  • With hard work, I increased my collection percentage to 90 percent, well above the average store requirements.

Enrollment Counselor

University Of Phoenix
01.2008 - 01.2009
  • Worked with management to recruit adult learners for undergraduate and graduate programs including: ECAP/ Bachelors of Science in Business Administration (BSBA), Masters in Management (MSM), Masters in Human Resource Management (HRM), and Human Resource Management Graduate Certificate (HRM-C)
  • Essential responsibilities included developing plans to reach target markets, generating leads, and responding to inquiries
  • Other responsibilities included information sessions, open houses, one-on-one meetings with prospective students, and other direct marketing activities.

Assistant Manager

Hertz Corporation
01.2007 - 01.2008
  • Worked with team to achieve the highest service revenue year over year, also led the region in total revenue to close fiscal year
  • Performing customer service over the phone, providing adequate customer satisfaction, responding to customer complaints, adjustments
  • Conducting sales calls, sales strategy and revenue management meetings, watching cost control, and profitability for the office
  • Reading and preparing operating statements, preparation of the fleet, preparing daily report of business using document direct, learning how to utilize fleet, tracing receivables, processing insurance replacement rentals, and retail rentals, referral tracings, and training of new trainees
  • Developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions.

stock/Receiving associate

Wal-Mart
01.2005 - 01.2007
  • Responsible for setup of department, and sorting inventory of all merchandise using the Telzon system, used to accurately form a list of what needs to be taken off of shelves
  • Employee scheduling, merchandise markups and markdowns, replenishing merchandise on sales floor, unloading and loading merchandise from delivery truck, also answered customer questions and requests, reported to department supervisors, assistant managers and store manager.
  • Handled day-to-day shipping and receiving overseeing more than 5000 packages per day

Education

Associate of Arts - Biblical Studies

NC USA Chaplains Ministry, INC
Charlotte, NC
04.2024

High School Diploma -

Independence High School
Charlotte, NC
2005

Skills

  • Team building & Supervision
  • Bi-Lingual (French-English) Report & Document Preparation
  • Microsoft Windows and Office
  • Customer Care
  • Customer Interaction
  • System Performance Assessments
  • Collaborative Environments
  • Microsoft Office
  • Reading Comprehension
  • Customer Service and Assistance
  • Customer Retention Strategies
  • Team Support
  • Issue and Complaint Resolution
  • Escalation Management
  • Friendly and Patient

Timeline

City Letter Carrier

USPS
05.2016 - 05.2023

Customer Escalations

WWTS
01.2014

Customer Retention Associate

PlumChoice
01.2013 - 01.2014

Accounts Manager

Rent-A-Center
01.2009 - 01.2010

Enrollment Counselor

University Of Phoenix
01.2008 - 01.2009

Assistant Manager

Hertz Corporation
01.2007 - 01.2008

stock/Receiving associate

Wal-Mart
01.2005 - 01.2007

Associate of Arts - Biblical Studies

NC USA Chaplains Ministry, INC

High School Diploma -

Independence High School

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JERRY ONEMA