Customer Service Manager

Ngunga K Fukiau (Clarissa)

**** ******* *** **, **********, GA 30039

Cell 470-***-**** ********.******@*****.***

PROFESSIONAL OVERVIEW

Experienced Customer Service Manager, offering more than 5 years of managerial support, training and curriculum development… Recruiting new staff. Demonstrates expertise in area of Customer Service. Proactive problem solver with a consistent track record of improving Customer Service effectiveness by Maximizing Efficiency, Reducing Cost, Increasing Revenue and Improving Internal and External Customer Relations

Run daily operation, coach employees, maintain quality control and ensure that services are fulfilling client needs.

Possess excellent interpersonal, analytical, and organizational skills.

Excel in time management to ensure that clients’ requests are processed in a timely manner, and all research completed by close of business.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook) JD Edward, Agency Works

Ability to read, write and speak fluent English and French.

PROFESSIONAL EXPERIENCE

TNSANG TRANSPORT LLC Snellville, GA 01/2020 - Present Payroll Admin & HR Admin

Onboarding new drivers o Receiving and submitting documentation to government agencies o Completing Direct Deposit Information o Record Keeping/Record Filling of all paperwork

Overseeing Payroll o Processing payroll every Friday o Sending out weekly paystubs

oMonitoring individual truckers net income vs gross income

Office and Administration o Answering emails & Phone calls o Navigating Leads

oDaily Management

GRAVOTECH Duluth, GA 3/2014 to 06/2018 Customer Service & Inside Sales Manager

Daily Management, Scheduling and Coaching of Customer Service Team

Develop Standard Operating Procedures for all aspects of Customer Service

Daily Interaction with Purchasing and Shipping to expedite High Profile Accounts

Project Management

Daily Management of Escalated Calls

Processing and Delivery of Monthly RGA Report

Daily Management of Return Materials Authorization

First Financial Security – Life Insurance Norcross, GA 7/ 2008 – 4/2013 Manager of Imaging and Processing

Developed and implemented Department procedures and workflow policies, communication standards, training programs for new and current employees.

Ensured that applications were thoroughly reviewed and prepared prior to being keyed in the system; made sure that processors completed their daily assignments in a timely manner while maintaining company standards.

Staffing: hiring and firing employees when necessary.

Set clear goals and expectations for employees while giving them the tools to achieve them.

Internal conflicts resolution, and handled escalations with our clients.

Receiving and shipping all UPS/FEDEX etc

Wachovia National Bank N.A. Hapeville, GA 08/2004 - 4/2008

Personal Banker

Oversee a portfolio of assigned customers and develop new business from existing clients

Assisting clients with their various banking or financial needs such as opening savings/checking accounts, obtaining mortgage loans and investments

First Charter Bank Charlotte, NC 01/2000 – 12/2000

Customer Service Representative

Identified and resolved customer service needs in a timely and professional manner.

Opened and closed accounts upon client’s requests; processed new ATM and/or check cards requests. Cross-selling of products and services.

Solectron (IBM) Charlotte, NC 08/1998 – 11/2000 Assembly

Assembling electronic component

Assembling parts and housing to printed circuit board

Inspect product as well

EDUCATION

University of Phoenix

Associates Degree – Arts/Business Fundamentals – March 2024

REFERENCES: Available upon request.

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