Mabel Essien
Houston,TX
Summary
Reputable and dedicated Customer Service Specialist with strong phone and computer skills paired with in-depth knowledge of CRM systems and providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Medical Records Bookmarker
Spherion Staffing
Houston, TX
06.2023 - 02.2024
- Maintained a comprehensive database containing all relevant information regarding each project undertaken by the team
- Trained new hires on best practices in bookmaking as well as applicable safety protocols
- Participated in brainstorming sessions with colleagues aiming at generating creative solutions for current projects
- Developed new bookmaking strategies to increase customer engagement and profitability
- Monitored industry trends and adjusted bookmaking techniques accordingly.
Maintenance Supervisor
Texas Department of Criminal Justice
Houston, TX
05.2019 - 06.2023
- Monitored and evaluated the performance of personnel in the maintenance department, providing guidance and coaching when necessary
- Scheduled repair and maintenance of machines, tools and equipment to support continuous production operations
- Maintained clear and safe workspace areas to meet OSHA standards
- Reviewed work orders, allocated resources, assigned tasks, and established priorities for completion of jobs.
Customer Service Team Leader
Kelsey-Seybold
Houston, TX
03.2021 - 12.2022
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations
- Motivated teams by recognizing and rewarding excellence
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided
- Provided guidance to customer service representatives in resolving complex customer issues
- Coordinated training sessions for new customer service personnel
- Cross-trained staff members, resulting in 20% increase in customer satisfaction ratings
- Attended job training to sharpen skills and keep informed of new products
- Provided daily direction to call center associates.
Customer Service Representative
AT&T Call Center
, TX
03.2013 - 05.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Suggested additional products or services that may benefit the customer's needs.
- Educated customers on product features and technical details to highlight benefits.
- Provided accurate information about products and services.
- Identified potential opportunities to upsell products or services.
- Answered customer questions about products and services and recommended appropriate solutions.
Education
Bachelor of Science in Mechanical Engineering -
University of Texas at Tyler
01.2025
Associate of Science in Engineering Sciences -
Houston Community College
07.2019
Bachelor of Science in Physics Education -
University of Calabar
12.2012
Skills
- Communication Abilities
- Large Format Printing
- Image Editing
- Production Scheduling
- Deadline Adherence
- Root Cause Analysis
- Participation
- Positive Attitude
- Safety Standards Compliance
- Punctual and Dependable
- Materials Assembly
- Attention to Detail
- Health and Safety Regulations
- Teamwork and Coordination
- Workstation Equipment Monitoring
- Component Assembly
- Following Instructions
- Strong Work Ethic
- Computer Skills
- Teamwork and Communication
- Good Communication
- Analytical Skills
- Problem-Solving Abilities
- Active Listening
- Team Collaboration
- Time Management Abilities
- Self-Motivation
- Team Building
- Training and Mentoring
- Call Monitoring
- Complaint Resolution
- Technical Support
- Call Center Operations
- Information Security
- Talent Development
- Project Management
- Regulatory Compliance
- Quality Assurance
- Handling Escalations
- Workflow Management
- Work Prioritization
- Staff Management
- Customer Relations
- Training Programs
- CRM Software
- Customer Retention
- Customer Service
- MS Office
- Skilled Multi-Tasker
- Talent Allocation
- Decision-Making
- Communication abilities
- Layout Design
- Sales assistance
- Sales closing
- Network development
Accomplishments
- Award for humanitarian and selfless service by The Apostolic Church
- Outstanding employee by Kelsey-Seybold
Activities
- Event Planner Volunteer
- Humanitarian Services
- Young Adult Assistant Leader
Languages
- English, Professional
- Spanish, Elementary
- Ibibio, Professional
Timeline
Medical Records Bookmarker
Spherion Staffing
06.2023 - 02.2024
Customer Service Team Leader
Kelsey-Seybold
03.2021 - 12.2022
Maintenance Supervisor
Texas Department of Criminal Justice
05.2019 - 06.2023
Customer Service Representative
AT&T Call Center
03.2013 - 05.2015
Bachelor of Science in Mechanical Engineering -
University of Texas at Tyler
Associate of Science in Engineering Sciences -
Houston Community College
Bachelor of Science in Physics Education -
University of Calabar
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