NAME

Patrick Olu Beckley

Columbus, Ohio. *****

Phone: 614-***-****

Email: ad24fv@r.postjobfree.com

• Professional Background

Company Name: Brighter Living. Sept’ 2021 –

Aug’ 2023.

Responsibilities:

• Create a performance-based culture by driving team metrics to measure the growth and performance of the team, and provide reports as needed.

• Identified sales opportunity and developed strategy for my team to get Merchants to adopt new features.

• Monitor quality, productivity and service standards of the team to ensure KPIs are delivered.

• Ensure feedback loops and coaching data is shared on trends back to front line Customer Success teams to help improve first point resolution (and reduce Escalations if possible).

• Investigate customer issues and work with other departments as needed to resolve issues promptly.

Company Name: Kelly Services Jan’ 2019 -

Jul’ 2021.

Responsibilities: -

• Manage and monitor Escalations workflow, incoming requests and queue management in accordance to required policies and procedures to provide a supportive customer experience and ensuring timely and fair outcomes are achieved.

• Ensure the team investigate, manage, and resolve customer requests and complaints, in accordance with policies and procedures to deliver the best possible customer outcome.

• Lead a team of tier 2, highly skilled, specialists to support frontline advocates while keeping customer safety at the forefront of everything we do.

• Maintain detailed sales product knowledge, including competitive information.

• Trained new employees and explained protocols in order to provide an unwavering commitment to providing exceptional customer service.

• Processed customer returns and exchanges, while following all company policies.

• Documented all work activity in appropriate databases. Company Name: Victoria Secret & Co. Sept’18

Responsibilities:

• Provide logistical and technical support to project teams.

• Coach and mentor staff as appropriate to improve performance.

• Review the efficiency and effectiveness of service delivery.

• Producing accurate and timely reporting of program status throughout its life cycle. Resume 1

• Ongoing review and development of program curricula and training materials; advise and support partners and volunteer leaders as needed.

• Identify, analyse and prioritize project risks.

Company Name: Sierra Group. Oct’2016

Responsibilities:

• Solve problems via phone and email.

• Identify and assess customers’ needs to achieve satisfaction.

• Provide accurate, valid and complete information by using the right resources/tools.

• Educate customers on our platforms, product, and service offerings.

• Communicate courteously and effectively, demonstrating soft skills to empathize with customers’ concerns or problems.

• Investigate customer issues and working with other departments as needed to resolve issues promptly.

• Skills

Customer complaint resolution

Excellent communication and interpersonal skills

Documentation and reporting.

Ability to manage a team.

Data entry

Microsoft Word

Salesforce CRM

Web applications

Troubleshooting

• Education

High Diploma

• School name

• Cross Crick High School

• Augusta George.

Resume 2

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