Summary
Overview
Work History
Education
Skills
Timeline
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EMMANUEL OLOLO

Winnipeg,MB

Summary

Experienced senior technical and customer support supervisor bringing 4 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

6
6
years of professional experience

Work History

Customer Service Supervisor

ContactPoint 360
03.2022 - Current
  • Oversaw and reviewed over 30 customer service staff activities to provide regular performance related feedback.
  • Trained staff on new systems, products and offers.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.

Senior Technical Support Advisor

Concentrix Technologies LTD (Apple)
04.2020 - 03.2022
  • Responded to customer inquiries and provided technical assistance over the phone and in person.
  • Assisted over 50 Junior technical advisors in meeting critical quality and productivity performance metrics.
  • Specialized in troubleshooting all office software and resolving a wide variety of customer and advisor issues efficiently and on time.
  • Maintained good communication with management to fully inform Junior technical advisors of all problems or unusual matters arising.
  • Installed, configured and maintained computer systems and network connections.

Customer Service Representative

24-7 Intouch (Nascar)
01.2018 - 04.2020
  • Tasked with making outbound calls to resolve escalated customer inquiries about Nascar.
  • Maintained up-to-date knowledge of product and service changes.
  • Responsible for troubleshooting customer issues speedily and efficiently.
  • Assisted in meeting team quality quotas.
  • Developed strong customer relations by ensuring customer satisfaction.
  • Responded to customer requests for products, services, and company information.

Education

Bachelor of Arts - Political Science And Business Management

University of Manitoba
Winnipeg, MB
06.2022

Skills

  • Workflow Optimization
  • Team Building
  • Staff Development and Training
  • Time management
  • Payroll Administration
  • Market Strategy
  • CRM Software
  • Data management
  • Microsoft 365
  • Management Skills
  • Organizational Skills
  • Project Planning and Management
  • Computer Skills
  • Business Communications
  • Supervising Experience
  • Payroll Accounting
  • Business Administration

Timeline

Customer Service Supervisor

ContactPoint 360
03.2022 - Current

Senior Technical Support Advisor

Concentrix Technologies LTD (Apple)
04.2020 - 03.2022

Customer Service Representative

24-7 Intouch (Nascar)
01.2018 - 04.2020

Bachelor of Arts - Political Science And Business Management

University of Manitoba

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EMMANUEL OLOLO