Michael Atia
Gahanna,OH
Summary
Dynamic customer service representative with a proven track record in conflict resolution and critical thinking. Committed to enhancing customer satisfaction through effective communication and feedback analysis.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Kuehne + Nagel
West Jefferson, OH
01.2023 - Current
- Resolved customer inquiries and issues through various communication channels, ensuring high satisfaction levels.
- Coordinated with operational teams to streamline processes and enhance service delivery efficiency.
- Trained new team members on customer service protocols and system usage for consistent performance.
- Analyzed customer feedback to identify trends and propose improvements in service quality.
- Collaborated with cross-functional teams to resolve complex customer issues effectively and promptly.
- Implemented solutions that reduced response time, improving overall customer experience metrics significantly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Support Specialist
Lowes Home Improvement Warehouse
Columbus, OH
02.2021 - 12.2022
- Resolved customer inquiries regarding product availability and store policies efficiently.
- Assisted customers with returns and exchanges to ensure satisfaction and loyalty.
- Collaborated with team members to streamline support processes and improve response times.
- Trained new staff on customer service protocols and system navigation for effective onboarding.
- Implemented feedback mechanisms to enhance service quality and address recurring issues.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Sales Associate
Home Depot
Columbus, OH
03.2017 - 01.2020
- Assisted customers with product selections and provided expert advice on home improvement projects.
- Collaborated with team members to streamline store operations and improve workflow efficiency.
- Resolved customer inquiries and complaints effectively, enhancing overall satisfaction rates.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
Education
Bachelor of Science - Accounting
University of Buea
Southwest, Cameroon12-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Call management
- Paperwork processing
- Appointment scheduling
- Documentation
- Administrative support
- Microsoft PowerPoint
- Technical support
- Quality control
- Multi-line phone talent
- Sales expertise
- Account updating
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Service Representative
Kuehne + Nagel
01.2023 - Current
Customer Support Specialist
Lowes Home Improvement Warehouse
02.2021 - 12.2022
Sales Associate
Home Depot
03.2017 - 01.2020
Bachelor of Science - Accounting
University of Buea