PRINCE PEMAMBO

Richmond, TX *****

Phone – 240-***-**** Email – ad1tc3@r.postjobfree.com

Objective:

Dedicated and customer-centric professional for seeking a major customer service role at a prominent company. Offering a proven track record of delivering exceptional customer experiences, resolving complex issues, and contributing to overall customer satisfaction and provide exceptional service and contribute to the success of the companies.

WORK EXPERIENCE

Remote Resolution Coordinator

DELL TECHNOLOGIES – Houston, Texas Nov 2021- Current

• Provided first-class customer support via phone, email, and chat for technology products and services.

• Resolved customer inquiries, technical issues, and billing disputes, achieving a 95% customer satisfaction rating.

• Contributed to the development of a new knowledge base, reducing resolution times by 20%.

• Collaborated with product development teams to relay customer feedback and improve product features.

• Conducted training sessions for new customer service representatives, ensuring consistent service quality.

• Detail-oriented and adept at multitasking in fast-paced environments. - Conducted training sessions for new hires, contributing to improvement in team performance

• Gathered information from multiple sources to process claims and to resolve CRMs from basic to complex situations

• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel

• Maintained transaction security by verifying payment cards against identification

• Field in-person and telephone inquiries from more than 100 customers daily and identify solutions to resolve conflicts and ensure a high-quality customer experience

• Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 15%

Senior Customer Support Specialist

BEST BUY - Beaumont, Texas Apr 2019 – Oct 2021

● - Managed a team of customer support agents, overseeing their performance and providing guidance.

● - Implemented a ticketing system that streamlined issue tracking, resulting in a 15% improvement in response times.

● Maintained a deep understanding of the company products, troubleshooting complex technical problems effectively.

● Conducted customer surveys and analyzed feedback to identify areas for improvement.

● Collaborated with the sales team to identify upsell opportunities and increase revenue by 10%.

● Provided top-notch service in a high-volume call center, consistently meeting or exceeding service level targets

● Conducted training sessions for new hires, contributing to improvement in team performance

● Provide technical end-user support via telephone, email, or web chat.

● Software Application support

● Extensive knowledge of clientele equipment, functionality, and expectations Provided quick and through notes and documentation for later support.

● Maintaining quick typing speed with little to no error Provide support and maintain extensive knowledge of various departments, contact information, and office hours.

● Ensure that customers understand product information, and be able to provide additional information to customers as needed Listen attentively to customer needs and concerns; demonstrate empathy.

Inbound Customer Service Representative

Walgreens - Houston, Texas Jan 2016 - Jan 2019

● Assist customers with knowledge on products and services

● Inform customer of deals and promotions

● Coordinate with customers and avoid any discontinuation of service from their end

● Ensure optimal levels of client satisfaction at all times

● Casual, yet energetic and engaging work environment

● Provide outstanding customer service to customers in conjunction with a sales or retention interaction

Receptionist

Synergy Homecare - Houston, Texas Sept 2013 - Dec 2015

● Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.

● Greet persons entering establishments, determine nature and purpose of visit, and direct or escort them to specific destinations.

● File and maintain records.

● Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.

● Greet customers and ascertain what each customer wants or needs.

● Describe merchandise and explain use, operation, and care of merchandise to customers.

● Recommend, select, and help locate or obtain merchandise based on customer needs and desires.

● Open and close cash registers, performing tasks such as counting money, coupons, and vouchers, balancing cash drawers.

EDUCATION

BACHELOR DEGREE, BUSINESS ADMINISTRATION

YEAR -2015

ADDITIONAL SKILLS

● Customer Relationship Management (CRM) Software

● - Technical Troubleshooting

● - Communication Skills

● - Problem-Solving

● - Team Leadership

● - Data Analysis

● - Multichannel Support (Phone, Email, Chat)

● - Product Knowledge

● - Training and Development

● - Conflict Resolution

● - Quick learner

● Team Management

● Ability to work under pressure

REFRENCE…

Provide upon request

Contact this candidate