Se'kou King
Manhattan
Summary
Dynamic leader with proven expertise in enhancing customer service and streamlining operations, notably at Teleperformance. Excelled in team leadership and problem-solving, achieving significant improvements in customer satisfaction and operational efficiency. Skilled in customer relations and inventory management, driving positive outcomes and exceeding performance goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Manager
Wingstop Restaurant
11.2022 - 01.2025
- Established open lines of communication with team for feedback and suggestions.
- Led training initiatives, enhancing employee skills and confidence.
- Identified inefficiencies to propose actionable improvements for overall workflow.
- Developed contingency plans with team to address potential disruptions.
- Addressed service gaps with targeted initiatives to exceed customer expectations.
- Redesigned inventory workflows to minimize delays in order fulfillment.
- Reduced excess inventory with effective stock categorization.
- Increased accuracy rates by implementing new inventory tracking system.
Contact center Supervisor
Teleperformance
07.2017 - 11.2022
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
- Managed scheduling, training and inventory control
- Implemented policies and standard operating procedures and managed quality, customer service and logistics
- Delivered positive customer experiences by implementing effective quality assurance practices
- Recruited, hired and trained crew members on application of projects, customer relations and customer service
- Developed initiatives for process improvement and reviewed and assessed ongoing operations
- Oversaw financial management, budget management, accounting and payroll activities
- Generated performance and labor strategies to compete in new and existing markets
- Measured and reviewed performance via KPIs and metrics
- Conducted periodic assessments to evaluate company's financial performance
Customer Service/ Technical support Rep
Simplisafe
04.2021 - 09.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Responded quickly to customer inquiries, needs and problems
- Assisted in training and motivating new employees
- Uphold high standards of customer services by responding to inquiries, needs and problems
- Documented customer correspondence in CRM to track requests, problems and solutions
- Analyzed customer complaints and service trends to identify and correct systematic issues
- Audited customer account information to identify issues and develop solutions
- Troubleshot, resolved or escalated technical issues based on individual customers' needs
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced call center environment
Education
Advanced diploma -
Meadowbrook Highschool
06.2014
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team motivation
Awards
Teleperformance Employee of the Month
Certification
- Servsafe certification
- Advanced FSSMC(Food Service Sanitation Manager Certification)- State Department of Public Health or equivalent body.
- ServSafe Allergens Certification - National Restaurant Association.
Timeline
Assistant Manager
Wingstop Restaurant
11.2022 - 01.2025
Customer Service/ Technical support Rep
Simplisafe
04.2021 - 09.2021
Contact center Supervisor
Teleperformance
07.2017 - 11.2022
Advanced diploma -
Meadowbrook Highschool
- Servsafe certification
- Advanced FSSMC(Food Service Sanitation Manager Certification)- State Department of Public Health or equivalent body.
- ServSafe Allergens Certification - National Restaurant Association.
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