Emmanuel E.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Emmanuel E. is a seasoned Customer Service Representative with over four years of experience, excelling in remote and hybrid working environments. He adeptly manages high volumes of customer interactions across phone, email, and live chat, ensuring excellent service standards and meeting performance targets. His expertise includes appointment scheduling, lead follow-up, and proficient use of CRM tools such as GoHighLevel, Salesforce, HubSpot, and Vicidial. At TELUS International in Vancouver, Canada, he handled 150-200 daily customer interactions, leveraging CRM systems for efficient service delivery. Previously at Airtel Nigeria, he supported customers in service centers and provided solutions for account inquiries and technical support. Emmanuel consistently collaborates with distributed teams to resolve issues and enhance customer experiences. He possesses strong skills in complaint resolution, email, chat, and phone support, making him a valuable asset to any customer-focused organization.
Experience
Customer Service Representative / Appointment Setter
TELUS International · 2023 — 2026Managed 150-200 daily customer interactions through phone, email, and live chat for US-based clients. Utilized CRM systems, including GoHighLevel and Salesforce, to document interactions, oversee leads, and monitor appointment statuses. Conducted follow-ups with prospects via calls, emails, and SMS to enhance conversion rates and minimize no-shows. Addressed customer inquiries and complaints to maintain high satisfaction scores. Worked with cross-functional teams to ensure precise scheduling and on-time service delivery.Customer Service Representative
Airtel Nigeria · 2021 — 2023Took charge of inbound and outbound customer interactions through phone, email, and in-person support at service centers. Assisted customers with inquiries regarding accounts, service activations, billing issues, and product details. Coordinated and scheduled appointments for SIM registrations, upgrades, and technical support services. Ensured accurate customer record maintenance using CRM systems like HubSpot and Vicidial, along with internal databases. Managed complaint resolution efficiently, following company service standards and escalation procedures. Provided customer education on available products, promotions, and self-service options to enhance user experience. Collaborated with technical and field teams to facilitate timely issue resolution and ensure service delivery.
Skills & Expertise
Education
- Data AnalysisSchoolville Limited · — — 2020
- Registered NurseMary Martha College of Nursing Sciences · — — 2019
Interested in this professional?
Sign in as an employer to save this profile or invite Emmanuel E. to a job.
Sign in as an employer