Customer Service Call Center

845-***-**** ***********@*****.*** New York

PROFILE HIGHLIGHTS

10+ Years in leading high

performing sales and customer

service operations

Outstanding Service Award,

****, ****, *** ****

Expertise in product sales and

store operations

“Spirit of Cablevision”

Honoree, 2012

PROFESSIONAL EXPERTISE

Lead Retail Sales Operations

Altice USA (Cablevision), Wappingers Falls, NY 2018 — Present

• Oversaw sales service delivery, transactions, team progress towards quarterly goals, staff development, and store operations

• Led and supervised a team of Retail Sales Operations staff (i.e., 1-on-1 coaching, feedback, morale building, and ensured best practices)

• Maintained the logistics for mobile sales and cable equipment

• In-house expert for sales, billing, and telecommunications product knowledge

• Assessed customer preferences then recommend products to best match their needs; utilized cross-selling, customer education, and active listening techniques Store Coordinator

Altice USA (Cablevision), Wappingers Falls, NY 2005 — 2018

• Provided regional customer service and product management support for a cutting-edge communications, media, and technology company

• Recognized for exemplary customer service and team leadership

• Assessed customer needs, cross-sold products, and provided product education

• Continuously trained Customer Representatives (Level I and II) which led to increased store revenue and retention

• Traveled to support various store teams across the NY region Quality Assurance Coordinator

Cablevision, Ossining, NY 2002 — 2005

• Oversaw all quality control activities for Field Service Technicians and contract work orders, providing oversight to 10 company locations in the Ossining region

• Reduced product errors by 30% by ensuring the accuracy of all equipment

• Conducted quality audits and tracked key performance indicators (captured on outlets, check rate codes, and install codes)

• Examined then recommended changes to decrease product errors Team Leader, Quality Assurance, Call Center

Cablevision, Wappingers Falls, NY 2001

• Led a virtual call center staffed by 82 customer service agents

• Advised corporate teams to implement new strategies and drive revenue growth

• Improved team performance through coaching and goal setting strategies

• Created an operational rhythm within customer service activities by driving teams to meet call-answer, customer feedback, and quality service benchmarks SKILLS

Sales

Customer Satisfaction

Training and Development

Logistics Reporting

Product Management

Operational Efficiency

Workflow Management

Progress Monitoring

Growth Mindset

Multi-Lingual: French (Fluent)

and Spanish (Conversational)

Systems: Microsoft Office and

video conferencing (Zoom)

EDUCATION

Associate of Arts,

Retail Merchandising,

Elizabeth Seton College, NY

Customer Service and

Satisfaction,

Certificate,

Cablevision, NY

EMAN ALAMI-GAYE

CUSTOMER SERVICE PROFESSIONAL

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