Emerson Harper

**** ****** ** / *** ***

Mayfield Hts. Ohio 44124

216-***-****

aduaj4@r.postjobfree.com

Objective

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work Experience:

Infocision, Akron, Ohio United States

Customer Service / Call Center

09/2016 - Present

* Achieve high satisfaction rating through proactive one-call resolution

* Adhered to company policies and scripts to consistently achieve and focus

on customer satisfaction

* Help with large volume of customers daily with positive attitude and focus

on customer satisfaction

* Averageing 100 plus calls via auto dailer and inbound calls.

Signet, Akron, Ohio United States

Credit Authorization

11/2015

* Process all current and previous credit applications for Signet, through EDI system, assist department in establishing credit limits for new customers and current

customers.

* Review all documentation and recommendations before final determinations are

rendered

granting credit for individual and joint accounts.

* Assist Credit Department in establishing credit limits for new customers and assist A/R

with Collection Matters.

* Respond to inquires and resolved issues.

* In this busy and fast-paced environment, provided courteous, friendly, and efficient

customer service to customers and team members

* Review all documentation and recommendations on advisability before final

determinations are rendered to grant or deny credit.

* Received inbound/applications and calls from prospective customers seeking credit.

* Successfully handled transactions via multiple screens HP and ACS and Accurint for

verification purposes.

Novitex, Cleveland, Ohio United States

CSR / Mail processor

12/2012 - 03/2015

* Bundle, label, and route sorted mail to designated areas depending on destinations and

according to establish procedures and deadlines.

* Distribute incoming mail into the correct boxes or pigeonholes.

* Search directories to find correct mail code for redirected mail.

* Clear jams in Opex sorting machine.

* Check items to ensure that addresses are legible and correct, that sufficient postag has been paid or the appropriate documentation is attached, and that items are in suitable conditions for processing.

* Sort odd size mail by hand, sort mail that other workers have been unable to sort, and

segregate items requiring special handling.

Cleveland Cavaliers, Cleveland, Ohio United States

Security Manager

08/1980 - 04/2008

* Managed all aspects of security for the arena and garages adjoining the properties.

* Hired, scheduled, supervised, and evaluated personnel.

* Provided all policing functions, with emphasis on defusing potentially violent situations.

* Cooperated extensively with the City of Cleveland and RTA Police Department.

* Maintained responsibility of managing all operations of including installations, service,

administration, customer service and personnel training.

* Grew department from ground up to a recognized respected department within the

organization.

* Hired, reviewed and supported the needs of Full-Time Officers daily, conducted various

training sessions, including customer service.

* Identify potential for loss and develop strategies to eliminate it.

* Assess security needs throughout building to ensure proper deployment of loss

prevention resources, such as staff and technology.

* Coordinated or conduct internal investigations of problems such as employee theft and

violations of company prevention policies.

* Direct installation of covert surveillance equipment, such as security cameras

* Provided recommendations and solutions in crisis situations such as workplace

violence, protest, and demonstrations.

Education

Buchtel HS Akrpn, Ohio

Business

1970 - 1973

Southern Ohio Community College Akron, Ohio United States

Data Entry

1980 - 1981

1998 - (ERC) Employee Resource Council

Certificate of Achievement (Principles of Supervision 1 & 2

1996 - One day course (Super worker to Supervisor)

Skills:

Documentation and reporting

Service recommendations

Written and oral communication

Call center operations

Report preparation

Training development aptitude

Professional telephone demeanor

Service standard compliance

POS systems expert

Inbound and Outbound Calling

Client Needs Assessment

Contact this candidate