EMMA EKPRI

ad2fha@r.postjobfree.com 832-***-**** Houston TX

Summary

Experienced customer service expert/ customer Support with soft skills with CRM systems, building positive customer rapport while maintaining daily call handling time and quota in a fast pace environment expected from management. Resolving client concerns and properly documenting data to elude repetitive concerns maintaining client retention. Skills

• 45 WPM Typing Speed

• Ethernet Setup

• Salesforce CRM software

• De-escalation techniques

• Verbal and written communication

• Problem-Solving abilities

• Microsoft Windows and Office

• Confidentiality and data protection

Experience

Sutherland Global Services Houston,

TX

Customer Service Representative

07/2019 - 04/2022

• Record keeping client data, interactions, transactions, comments, and complaints

• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor to maintain customer retention levels.

• Guided customers with making payments or establishing payment plans to bring accounts current.

CDC/KFORCE Houston, TX

Customer Service Representative-

(contract)

04/2020 - 06/2021

• Resolved customer complaints using multi-phone lines, doubled screen, emailing and text messaging

• Troubled shoot, installed modem/router, company's software system to a home office

• Attended to hundred of incoming and outbound calls in an eight-hour shift while maintaining six minute handling time Grace Emergency Room Houston,

TX

Lead Administrative Assistant

11/2018 - 03/2020

• Produced high-quality spreadsheets, documents, and presentations for customer-facing and internal needs.

• Maintained quality-focused performance benchmarks and schedules when directing project teams.

• Manage new hires, schedule, and assigned employees based on qualification and need.

Education and Training

Texas Southern University Houston, TX

Bachelor of Science Administrative of Justice and Sociology Referrence

Available upon request

Contact this candidate