Summary
Overview
Work History
Education
Skills
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Timeline
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George Okello

George Okello

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Results-driven Job Title offering proven history of achievement during Number-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches. Diligent Job Title with experience managing phone, online and consultative communications with customers. Proactively identified Type opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly. Logical Job Title bringing Number years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment. Outgoing Job Title with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Driven Job Title with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Successful Job Title with Number years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

9
9
years of professional experience

Work History

Senior Customer Service Supervisor

Carlcare Service Limited
03.2013 - 04.2022
  • Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Reduced employee turnover by creating a supportive work environment that encouraged open communication and collaboration among team members.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Established performance standards that helped enhance the overall efficiency of the Customer Service department.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Kept high average of performance evaluations.
  • Completed bi-weekly payroll for Number employees.
  • Implemented quality assurance measures to maintain consistency in service delivery across the team.
  • Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
  • Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Mentored junior supervisors and provided guidance on effective management techniques, fostering professional growth among staff members.
  • Empowered staff to take ownership of their roles, fostering a sense of responsibility that contributed to the overall success of the department.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Championed innovative approaches towards problem-solving that resulted in more efficient and effective resolutions for customers.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels.
  • Led monthly meetings with the team, discussing performance metrics and setting goals for continuous improvement.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Initiated process improvements that led to reduced wait times for customers seeking assistance via phone or email channels.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Developed and implemented training programs for staff, improving overall performance and productivity.
  • Monitored front areas so that questions could be promptly addressed.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Created comprehensive reports on team performance, highlighting areas for improvement and recommending actionable solutions.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Asked open-ended questions and researched issues in system to resolve various customer billing errors.
  • Corresponded with delinquent customers to collect payments and make billing arrangements.
  • Interceded between employees during arguments and diffused tense situations.
  • Oversaw recruitment efforts for the department, selecting top talent who contributed significantly to team success.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Analyzed customer feedback and data to identify trends, implementing changes that led to improved customer retention rates.
  • Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
  • Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Handled escalated customer complaints with empathy and professionalism, resolving issues quickly while maintaining positive relationships with clients.
  • Monitored customer feedback to identify areas of improvement in customer experience.
  • Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Developed strong communication and organizational skills through working on group projects.
  • Strengthened communication skills through regular interactions with others.
  • Applied effective time management techniques to meet tight deadlines.
  • Excellent communication skills, both verbal and written.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Gained strong leadership skills by managing projects from start to finish.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Skilled at working independently and collaboratively in a team environment.
  • Developed and maintained courteous and effective working relationships.

Education

Bachelor Of Business Administration - Accounting And Business Management

Ndejje University
Kampala Uganda
10.2014

Skills

  • Business Administration
  • Office Management
  • Team Collaboration
  • Customer Needs Assessment
  • Decision-Making
  • Administration and Operations
  • Data Analysis and Modeling
  • Customer Engagement
  • Customer Relationship Management
  • Multitasking and Organization
  • Goal Setting
  • Stakeholder oversight
  • Presentation Skills
  • Coaching and Mentoring
  • Support Services
  • Performance Management
  • Sales Support
  • Workload Management
  • Event Coordination
  • Presentation Design
  • Microsoft Office
  • Issue Escalation
  • Client Relationship Building
  • Team Leadership
  • Stress Tolerance
  • Inventory Management
  • Vendor Management
  • Public Speaking
  • Performance Improvement
  • Employee Supervision
  • Strategic Planning
  • Shipment Tracking
  • Inventory assistance
  • New Hire Orientation
  • Customer Satisfaction
  • Queue management
  • Call center experience
  • Facilities Maintenance
  • Satisfaction monitoring
  • Service Level Agreements
  • Marketing
  • Report Writing
  • Online chat and email
  • Customer Service
  • Innovation and Creativity
  • Call Control
  • Schedule Coordination
  • Appointment Coordination
  • CRM software proficiency
  • Motivational Leadership
  • Account Management
  • Relationship Building
  • Report Preparation
  • Technical Support
  • Root Cause Analysis
  • Leadership and Change Management
  • CRM Software
  • Staff Motivation
  • Customer Retention
  • Company policy adherence
  • Operations Management
  • Budget Administration
  • Workflow Planning
  • Travel Coordination
  • Clerical Staff Oversight
  • Staff Development and Training
  • Project Management
  • Staff Management
  • Staff Training

Languages

English
Beginner (A1)

Timeline

Senior Customer Service Supervisor

Carlcare Service Limited
03.2013 - 04.2022

Bachelor Of Business Administration - Accounting And Business Management

Ndejje University

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George Okello