Summary
Overview
Work History
Education
Skills
Timeline
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Kwame Omari-Daddey

Woodbridge,NJ

Summary

Dedicated Customer Service Specialist adept at prioritizing and multitasking in fast-paced environments. Collaborates effectively with team members to achieve personal and business objectives. Recognized for resolving escalated customer support issues.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Softafrique LLC
Woodbridge, NJ
05.2017 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Customer Service Manager

Home Delivery Services
Warsaw, IN
02.2012 - 06.2017
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Developed policies and procedures related to customer service operations.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.

Education

Bachelor of Science - Information And Communication Technology

Western Governors University
Salt Lake City, UT
01-2019

Skills

  • Data Collection
  • Appointment Scheduling
  • Call Management
  • Data Entry
  • Complaint resolution
  • Consultative Sales
  • Microsoft PowerPoint
  • Receiving support
  • Critical Thinking
  • Staff Training
  • Shipping procedures understanding
  • Stock management
  • Project management abilities
  • Product Promotion
  • Conflict Mediation
  • Merchandise upselling
  • Computer Proficiency
  • Customer Relationship Management (CRM)
  • Executive management support
  • Dispute Resolution
  • Store maintenance

Timeline

Customer Service Representative

Softafrique LLC
05.2017 - Current

Customer Service Manager

Home Delivery Services
02.2012 - 06.2017

Bachelor of Science - Information And Communication Technology

Western Governors University

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Kwame Omari-Daddey