Omar Sumpter II
Clinton Township,MI
Summary
Diligent professional with a robust background in managing daily operations and enhancing team performance. Successfully led diverse projects, ensuring seamless execution and significant improvements in operational efficiency. Strategic planner with exceptional communication skills, dedicated to driving operational excellence and fostering collaboration within teams. Recognized for navigating complex challenges, optimizing processes, and cultivating positive workplace cultures while demonstrating adaptability and strong decision-making capabilities.
Overview
12
12
years of professional experience
Work History
Vehicle Return Clerk ( Remote Michigan )
Morley Companies
Saginaw Michigan
11.2025 - Current
- Utilized phone and digital platforms to manage customer inquiries and efficiently resolve issues, ensuring satisfaction and loyalty.
- Managed research projects to meet specific requests while systematically recording contact details from all communications.
- Managed all aspects of assigned cases, delivering effective research and support to achieve timely resolutions for customer inquiries.
- Executed proactive communication strategies through phone, chat, and email, providing accurate solutions while enhancing customer experience.
- Analyzed and refined data entry procedures, resulting in increased clerical efficiency.
- Responded to customer inquiries swiftly and ensured accurate information delivery to elevate overall satisfaction levels.
- Executed precise data entry processes to enhance information integrity within computer systems.
Technical Support Advisor
Dynamic Media
Sterling Heights, MI
05.2024 - 11.2025
- Analyzed and provided solutions for customer inquiries related to radio and audio system performance.
- Executed thorough evaluations of customer information to guarantee precision and dependability in data management processes.
- Managed customer interactions to ensure positive experiences across multiple service channels.
- Achieved seamless shipping and receiving operations through effective logistics coordination. Improved inventory accuracy by implementing systematic tracking methods. Enhanced overall team performance by fostering a collaborative work environment.
- Achieved enhanced accuracy and efficiency in inventory management through effective oversight of counting processes. Improved inventory practices by collaborating with team members. Minimized discrepancies and elevated stock accuracy through strategic initiatives.
- Analyzed returned equipment meticulously to maintain high levels of operational integrity and reliability.
- Optimized mail retrieval systems to support organizational efficiency and productivity.
- Directed check payment processing operations in CRM system to enhance client satisfaction and streamline financial transactions.
- Facilitated customer support by providing technical guidance via phone, email, and chat channels.
- Diagnosed hardware and software issues to ensure prompt resolution of customer inquiries.
CITY CARRIER ASSISTANT POST OFFICE (CCA)
Post Office
Panama City, FL
09.2023 - 11.2024
- Established and managed a systematic approach for sorting and preparing mail from the distribution center.
- Managed efficient mail delivery by adhering to established routes and strict delivery timelines.
- Directed outgoing mail collection on assigned route to facilitate accurate sorting and timely delivery processes.
- Executed route navigation strategies to maintain operational efficiency despite adverse weather conditions like rain, snow, and extreme heat.
- Resolved customer postal inquiries and executed postage sales to enhance overall service experience.
- Implemented portable scanning technology to optimize tracking efficiency for parcels and mail.
- Coordinated and managed timely distribution of mail and packages, adhering to designated delivery routes.
- Monitored and maintained adherence to USPS safety protocols during the handling of hazardous materials and heavy packages.
CALL CENTER CUSTOMER SERVICE AGENT (REMOTE)
Global Payments
Atlanta, GA
02.2023 - 03.2024
- Managed high volumes of incoming phone calls to optimize customer service delivery.
- Performed detailed evaluations of customer requirements, facilitating tailored solutions to achieve optimal satisfaction.
- Cultivated open and interactive communication channels to enhance relationships with customer accounts.
- Established best practices and utilized tools to ensure accuracy and completeness of information provided.
- Led initiatives to enhance customer satisfaction by effectively managing complaints and offering suitable resolutions. Conducted follow-ups to ensure complete issue resolution.
- Assisted in maintaining accurate records of customer interactions to support improved satisfaction. Aided in streamlining account processing to promote faster resolution times. Helped create an organized document filing system for easier access to information.
- Reviewed and implemented communication protocols to maintain compliance with organizational policies.
- Designed and implemented strategies to enhance customer connections and ensure positive interactions.
- Oversaw high-volume inbound call operations, ensuring effective and efficient resolution of customer inquiries.
- Cultivated expertise in payment processing systems to guarantee precise transaction management.
CALL CENTER CUSTOMER SERVICE AGENT (REMOTE) / APPLE SUPPORT AGENT
Transcom Worldwide USA
Remote
02.2022 - 01.2023
- Fostered positive customer experiences by exhibiting professionalism and empathy during service interactions.
- Oversaw customer interactions by delivering prompt and precise responses to inquiries.
- Directed customer engagement through various channels to enhance satisfaction and resolve concerns promptly.
- Conducted thorough investigations and resolved customer issues to foster positive relationships and improve service quality.
- Cultivated in-depth knowledge of product specifications to deliver precise and prompt responses to client inquiries.
- Assisted in processing order forms and applications to support daily operations. Helped team members streamline workflows to improve service delivery. Organized documentation to uphold compliance with organizational standards.
- Tracked and analyzed customer interactions and transactions to identify service improvement opportunities and effectively address complaints.
- Facilitated collaboration among colleagues to enhance information exchange and project alignment.
- Evaluated customer service operations and delivered actionable feedback to drive overall effectiveness.
- Leveraged CRM software to monitor customer interactions and maintain precise case documentation.
- Managed high-volume inbound calls to address customer inquiries and resolve issues promptly.
- Utilized CRM software to track customer interactions and ensure accurate case documentation.
- Handled high-volume inbound calls, addressing customer inquiries and resolving issues efficiently.
CALL CENTER REPRESENTATIVE (REMOTE) / UPSTART LOAN AGENT
First Call Resolution
Remote
09.2021 - 01.2022
- Provided expert guidance to applicants on loan application processes, ensuring adherence to compliance protocols.
- Managed client inquiries and swiftly resolved issues to enhance service quality.
- Facilitated applicant education on complexities of upstart loan operations and loan application processes.
- Implemented regular updates and maintenance of account records to ensure data integrity and accessibility.
- Oversaw maintenance of accurate and comprehensive applicant records to enhance decision-making processes.
- Designed and enforced trust-building strategies to enhance client loyalty and satisfaction.
- Facilitated training sessions for new representatives on call handling procedures and system navigation.
- Directed high-volume inbound call management to enhance customer satisfaction through effective inquiry resolution.
CALL CENTER REPRESENTATIVE/SALES
Total Life Changes
New Haven, MI
08.2020 - 04.2021
- Managed high volumes of inbound and outbound calls to ensure prompt customer service responses.
- Implemented communication protocols to ensure effective information dissemination.
- Assisted customers by identifying needs and providing clear information. Resolved issues through diligent research and creative solutions. Improved service delivery by addressing problems proactively.
- Analyzed customer needs and delivered tailored product upsell recommendations to enhance revenue generation.
- Cultivated and sustained robust customer relationships through exceptional service delivery and tailored support.
- Guaranteed clarity and comprehensibility of records for all conversations documented in call center database.
- Participated in educational seminars to enhance expertise and drive performance improvements.
- Oversaw progress tracking and executed strategies to achieve personal and team performance goals.
PROFESSIONAL SECURITY CONSULTANT
Lakeside Mall
Sterling Heights, MI
11.2019 - 03.2020
- Managed security protocols and maintained safe environments to protect company property and enhance employee well-being.
- Conducted thorough analysis of crime and disorder reports, implementing targeted investigative measures to mitigate issues.
- Executed decisive responses within legal frameworks to safeguard life and property from potential threats.
- Directed collaborative initiatives to apprehend offenders and ensure compliance with legal eviction standards.
- Documented detailed notes on unusual occurrences to ensure prompt response and resolution.
- Evaluated emergency response plans and executed updates to enhance operational readiness.
- Designed and enforced security measures to ensure safety during mall operations and events.
- Executed comprehensive risk assessments to identify security vulnerabilities and propose effective solutions.
COURTESY CLERK
KROGER
Macomb, MI
10.2018 - 03.2019
- Achieved efficient inventory processing by streamlining shelf stocking operations. Improved customer satisfaction through proactive assistance and support.
- Ensured cleanliness and organization of store environment to enhance safety and operational efficiency.
- Provided assistance with customer inquiries and product navigation to enhance shopping efficiency.
- Managed cash register operations, ensuring accurate transaction processing and efficient cash handling.
- Coordinated with team members to enhance service delivery times and streamline operational processes.
- Facilitated training sessions for new staff on operational procedures and customer service standards to ensure consistent performance.
CONTRACT EMPLOYEE/PRODUCTION
SNELLING STAFFING
Chesterfield, MI
01.2017 - 10.2017
- Collaborated with assembly team to operate production lines, ensuring compliance with inventory requirements.
- Demonstrated self-motivation and accountability in all tasks undertaken.
- Thrived in dynamic, high-pressure environments to ensure operational efficiency.
- Ensured meticulous attention to detail in assignment completion.
- Optimized time management strategies to ensure timely completion of all tasks.
- Demonstrated adaptability and proficiency in rapidly acquiring new concepts and skills.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
DEPARTMENT MANAGER
WAL-MART
Clinton Township, MI
01.2015 - 11.2016
- Assisted customers by providing effective support during in-store visits and inbound calls. Aided in streamlining cash handling processes and resolving in-store claims. Supported inventory management through detailed inspections for accurate pricing and labeling.
- Executed regular reviews and updates of safety logs to ensure compliance with emergency protocols and regulations.
- Directed daily operations to enhance team performance and elevate customer satisfaction.
- Monitored and adjusted inventory levels, employing effective stock control strategies to mitigate shrinkage risks.
- Developed and implemented training programs to enhance staff understanding of company policies and customer service excellence.
Education
No Degree - IT Support
Coursera
4 2026
No Degree - Computer Programming
Oakland Community College
Royal Oak, MI4 2026
High School Diploma -
Parliament Online Academy
Clinton Township, MI6 2011
Certificate - Life & Health Insurance
KAPLAN FINANCIAL EDUCATION
Skills
- Telephone etiquette
- Customer satisfaction
- Cash handling
- Cash management
- Database entry
- Relationship building
- Typing speed
- Multitasking
- Attention to detail
- Problem-solving
- Customer communication
- Time management
Timeline
Vehicle Return Clerk ( Remote Michigan )
Morley Companies
11.2025 - Current
Technical Support Advisor
Dynamic Media
05.2024 - 11.2025
CITY CARRIER ASSISTANT POST OFFICE (CCA)
Post Office
09.2023 - 11.2024
CALL CENTER CUSTOMER SERVICE AGENT (REMOTE)
Global Payments
02.2023 - 03.2024
CALL CENTER CUSTOMER SERVICE AGENT (REMOTE) / APPLE SUPPORT AGENT
Transcom Worldwide USA
02.2022 - 01.2023
CALL CENTER REPRESENTATIVE (REMOTE) / UPSTART LOAN AGENT
First Call Resolution
09.2021 - 01.2022
CALL CENTER REPRESENTATIVE/SALES
Total Life Changes
08.2020 - 04.2021
PROFESSIONAL SECURITY CONSULTANT
Lakeside Mall
11.2019 - 03.2020
COURTESY CLERK
KROGER
10.2018 - 03.2019
CONTRACT EMPLOYEE/PRODUCTION
SNELLING STAFFING
01.2017 - 10.2017
DEPARTMENT MANAGER
WAL-MART
01.2015 - 11.2016
Certificate - Life & Health Insurance
KAPLAN FINANCIAL EDUCATION
High School Diploma -
Parliament Online Academy
No Degree - Computer Programming
Oakland Community College
No Degree - IT Support
Coursera
Education
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