Customer Service Project Manager

Eli Kwawukume

Tel: 201-***-**** ******@***********.*******.***

CUSTOMER SUCCESS MANAGER

Client Services Customer Relationship Management Account Management Reliable, dedicated, energetic, motivated, and resourceful customer service professional with over a decade’s experience resolving customer complaints and promoting conflict resolution. Ability to cultivate key client relationships for multiple campaigns in diverse industries. Expertise in client services, account management, relationship-building, and communication. WORK EXPERIENCE

Gateway Inc – Newark Liberty Airport Newark, NJ 02/2018 – PRESENT Customer Service Coordinator

• Promptly respond to escalated customer enquiries in person, via phone, or email.

• Responsible for managing a team of 9 customer service representatives.

• Allocate and schedule resources accordingly

• Assist customer service manager in scheduling and generating monthly reports

• Responsible daily hurdles

• Mentor new customer service representatives

• Responsible for quarterly training for customer service personnel

• Lease with airport security and TSA as necessary. Energy Service Project – Newark, NJ 07/2001 - 09/2017 Project Associate

• Transported materials to the project area using delivery trucks and ensure the timely arrival of the products.

• Bid with suppliers on an annual basis for cost-effective materials to utilize for the installation of solar projects.

• Collaborated with project manager and a team of 10+ to streamline deliveries and maximize productivity.

• Assign 8 Solar Technicians to inspect installation sites & report back on status updates and client feedback.

• Monitored project timelines to ensure deadlines were met by following up with key project leads & updating Project Manager.

• Source outside consultants to perform necessary functions required to meet clients’ needs.

• Discuss upcoming action plans and address current concerns with stakeholders monthly.

• Monitored budget to ensure resources were used efficiently and reduced costs when needed.

• Demonstrated commitment to client’s needs and confidentiality by securing all documents including personal information.

• Processed cash and check payments by transferring receipts of payments to the accounting department.

Ministry of Energy – Accra, Ghana 01/1998 - 04/2001 Customer Service Specialist

Used strong communication skills to collaborate with team members to ensure efficient service.

• Updated and tracked contact information for employees, suppliers, and customers for accurate records.

• Coordinated conferences by completing conference registrations & arranging travel for 6 employees.

• Distributed mail to various depts. on behalf of the Minister and Deputy Minister of Energy

• Attended workshops to improve technical and organizational skills for professional development.

• Received delegations and scheduled meetings and appointments with highly profiled officials.

• Compiled data reports & filed incoming and outgoing mail to ensure accurate delivery of information.

• Proofread and edited documents to ensure proper spelling and grammar in accordance with company policy.

• Coordinated conferences by completing conference registrations & arranging travel for 6 employees.

• Distributed mail to various depts. on behalf of the Minister and Deputy Minister of Energy

• Attended workshops to improve technical and organizational skills for professional development.

• Received delegations and scheduled meetings and appointments with highly profiled officials.

• Compiled data reports & filed incoming and outgoing mail to ensure accurate delivery of information.

• Proofread and edited documents to ensure proper spelling and grammar in accordance with company policy.

• Coordinated the repair and maintenance of office supplies and equipment bi-weekly. EDUCATION

Rutgers Business School – Newark, NJ

Bachelor of Science – Supply Chain Management, May 2020 PROFESSIONAL SKILLS

• Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides).

• Quick adaptability to new environment and curiosity to learn and develop new skills/knowledge.

• Strong analytical skills, including the ability to problem solve to make value-added control recommendations.

• Excellent communication skills with a focus on team building and customer relations.

• Outstanding organizational, multitasking, and problem-solving abilities. LANGUAGE COMPETENCIES

• English: native language

• French: intermediate

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