Customer Service Team Members
Resume:
Emanuel T. Jones
864-***-**** ***********@*****.***
Master of Science: Sport Management: Coaching & Athletic Administration (Non-Thesis) - Liberty University ‘24
SPECIALIST
Project Coordination, Customer Service, Administrative Assisting
Self-Motivated and self-starting professional with experience resolving issues, coaching/training team members, guiding customer solutions into execution, managing tasks, managing resources, and providing support to internal/external business partners. I am currently seeking a position that will effectively utilize my abilities while demonstrating a track record of increasing responsibility in leading projects and coordinating with partners to achieve common goals.
AREAS OF EXPERTISE
Project Management Team Leadership
Customer Service Administrative Coordination
Training/Coaching MS Office Applications
Sales Lotus
Issue Resolution Business Communications
CORE COMPETENCIES
Ability to resolve issues for customers/clients while processing complaints.
Typing – 70 words per minute
Experience in Training Junior Level Team Members to achieve success in new roles
Proficient in using Microsoft Office Suite Applications, Kronos, Lotus, Workstation, Verint, Workday
PROFESSIONAL PROFILE
Samsung - NEWBERRY, SC September 2023 - Present
Tub Line
Trane - NEWBERRY, SC
August 2023 – September 2023
1 week job
Pulling wires through machine to the correct location
VALMONT NEWBERRY, SC
December 2022 – August 2023
Handling machinery with foaming, drilling and processing poles
NEWBERRY COLLEGE NEWBERRY, SC
September 2021 – December 2022
College Admissions Counselor
Review and respond to high-risk students interested in the college
Review and respond to non-escalated complaints/inquiries while mitigating repetitional risk and protecting the brand for all portfolios
Drive 100% completion of enrolling students and help with ideas for upcoming class
Draft and/or review verbal and/or written responses to inquiries to ensure it contains clear, factual and accurate information
Make decisions/recommendations on appropriate action for students
Responsible for planning, organizing, implementing, and accessing a comprehensive external recruiting program
Analyze complaint trends and identify patterns to determine root cause and recommend process changes
Assist in trending analysis, comparative reporting, and other reports as requested
Support the reporting of monthly, quarterly trends to the cross functional leaders
Participate in discussion to update and improve job aids for operational processes based on outcome of complaint trends
Review and and meet with potential students and answering questions about the college, areas of study, and opportunities for students
AT&T Call Center Customer Service Representative Remote January 2019 – December 2019 Customer Service Representative
Respond to customer queries about AT&T services
Respond to Equipment, promotions, roaming and billings
Enhance customer retention and satisfaction by providing great customer service
Take customer calls and complete service orders
Provide decision making when identifying complaints and what would be the next action to take
Understand customer needs and what next steps will need to be taking Excellent communication skills
Amazon Charlotte, NC
November 2017 – January 2018
Team Lead Position
Oversees a group of employees and motivates them to do their job effectively
Resolves up to 10-20 issues per day while exceeding quality standards
Provides daily objectives and reward systems to get items out on time
Provide daily leadership and guidance to the Site Managers and the employees Quick learning capabilities, adapt quickly to sudden changes
Provides supervision to new employees while helping them understand the flow of packaging and consistency
Assists in creating schedules and team assignments for associates
Coaches new team members on best practices to reach and exceed departmental goals
CTL WIRING York, SC
September. 2013 – November 2015
Wiring Technician
Drill holes into walls installing new wires in residential properties
Install switches and control panels
Use diagnostics equipment to ensure safe and full functionally of installed systems.
Read and follow blue prints given for job task that day
Follow instructions giving while on-site supervisors
EDUCATION
Liberty University- Lynchburg, Virginia
September 2022- May 2024
Master of Science: Sport Management: Coaching & Athletic Administration (Non-Thesis)
Newberry College- Newberry, South Carolina
December 2017- May 2021
Bachelor of Arts in Sports Management minor in Business Management Newberry College Student Athlete – Football
Rock Hill High School- Rock Hill, South Carolina
August 2011- May 2015
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