PHYLLIS EMEKA
Owings Mills,MD
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Manager
Hitech Global
07.2022 - 01.2026
- Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
- Analyzed trends in customer behavior to identify opportunities for improvement in the customer experience.
- Organized and maintained documents, files and records.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Planned and controlled budgets for contracts, equipment and supplies.
- Ensured compliance with applicable laws, regulations, and industry standards relating to consumer protection.
- Revised department schedules to maximize coverage during peak hours.
- Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Drove customer escalations to resolution by engaging directly with clients.
Customer Support Manager
Tmobile
07.2017 - 05.2022
- Managed customer inquiries through various channels, ensuring timely responses.
- Trained and mentored new support staff on best practices and company policies.
- Collaborated with cross-functional teams to resolve complex customer issues.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Monitored customer satisfaction levels through surveys and other methods of data collection.
- Coordinated with other departments to ensure timely resolution of complex customer inquiries.
- Responded to escalated customer issues in accordance with company guidelines.
- Developed customer service policies and procedures.
- Maintained detailed records of all interactions with customers using CRM software tools.
Education
Bachelor of Laws - Law
Girne American University
Turkey06-2017
Skills
- CRM software expertise
- Customer relations
- Team collaboration
- Training and mentoring
- Staff scheduling
- Call center management
- Schedule management
- Attention to detail
- Database administration
- Problem-solving
- Organizational skills
- Meeting coordination
- Customer service
- Multitasking Abilities
- Teamwork
- Effective communication
Certification
Call to bar
Timeline
Customer Support Manager
Hitech Global
07.2022 - 01.2026
Customer Support Manager
Tmobile
07.2017 - 05.2022
Bachelor of Laws - Law
Girne American University