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