Johnvictory Mormah
Van Alstyne,TX
Summary
Dynamic customer service professional with extensive experience at Amazon, recognized for enhancing customer loyalty through empathetic complaint resolution and upselling strategies. Proven ability to exceed performance metrics and train team members effectively, leveraging strong relationship-building skills and critical thinking to drive customer satisfaction and retention.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Solidcare Home Health
Carlton, TX
06.2024 - Current
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Amazon
McKinney, TX
01.2021 - 04.2024
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
Education
Bachelor Of Accounting - Marketing
Imo State University
Nigeria 09.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Relationship building
- Computer proficiency
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Documentation
- Data collection
Timeline
Customer Service Representative
Solidcare Home Health
06.2024 - Current
Customer Service Representative
Amazon
01.2021 - 04.2024
Bachelor Of Accounting - Marketing
Imo State University