Customer Service Representative

Maccoby Okwah

469-***-**** • ************@*****.*** • 5 Foxborough CT Heath, TX 75032

EDUCATION

Collin College, Plano, Tx December 2023

Associate of Applied Science - Cybersecurity

EXPERIENCE

Willis Towers Watson, PLC - Richardson, Texas March 2022 – January 2023

Customer Service Representative

Managed 75+ customer calls daily in a fast-paced call center environment while effectively answering and directing customers to solutions.

Designed and implemented strategies to solve reoccurring issues and provide guidance on more complex issues.

Enhanced customer satisfaction and experience through fast working knowledge of services provided by the company.

Worked collaboratively with various departments to analyze customer complaints and developed training scenarios to help prepare new employees. Through this customer satisfaction improved by over 12% in one year

Amazon, Inc – Dallas, Texas September 2020 – March 2022

Floor Associate

Engaged with customer on a daily basis to resolve issues resulting from packaging, shipping, incorrect items etc.

Worked with team members to set daily shift goals and benchmarks to improve efficiency and shipping times.

Reduced shipment downtime by 10%, resulting in fewer complaints and reduced inventory buildup

Assisted with loading and unloading 7 shipping trucks and containers in the warehouse, allowing for a quick turnaround.

Old Navy, Inc – Rockwall, Texas August 2016 – March 2019

Sales Associate

Guided customers in navigating the store for sales, seasonal promotions, and processing returns

Handled $5,000 daily while on cash register duty

Trained 7 new employees on store procedures, assigned tasks, and maintaining product appearance and cleanliness

Exceeded individual sales goals and key performance indicators

ADDITONAL INFORMATION

Skills: Conflict resolution, User support, Microsoft office (Word, PowerPoint, Excel), Critical thinking

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