Emmanuel

Blessed Emmanuel Falana

Date of birth: 03/09/2002 Nationality: Nigerian (Nigeria) Gender: Male Phone number:

[открыть контакты](см. выше в блоке «контактная информация») (Home) Phone number: [открыть контакты](см. выше в блоке «контактная информация») (Work) Email address:

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Address: Lisbon, Lisbon, Portugal (Home)

ABOUT ME

Highly motivated and customer-focused individual seeking a Customer Care Service position. Committed to
delivering exceptional service and resolving customer issues effectively. Skilled in communication, problem-
solving, and building positive customer relationships.

WORK EXPERIENCE

05/2021 – 06/2023 New Jersey , United States
CUSTOMER SERVICE REPRESENTATIVE AND TECNICAL SUPPORT SPECIALIST MYLES
TRANSPORTATION

• I offered outstanding customer support to pensioners using the Myles platform for transportation
services.
• I communicated effectively through various channels, addressing inquiries, resolving problems, and
ensuring a positive user experience.
• I displayed empathy and patience, understanding pensioners' unique needs.
• I proficiently navigated the Myles platform, troubleshooting technical issues and guiding users. I
collaborated with internal teams to resolve complex issues promptly and maintained
professionalism in challenging situations.
• Provide first-level technical support to end-users via phone, email, and chat.
• Diagnosed and resolve hardware and software issues for desktops, laptops, and peripherals.
• Managed customer inquiries and issues related to product information, orders, and deliveries.
• Assisted customers with troubleshooting and resolving technical problems over the phone and
through email.
• I worked closely with the sales team to address customer concerns and facilitate order processing.
• Maintained a high level of customer satisfaction through effective communication and problem
resolution.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues.
• Maintain accurate and detailed records of customer interactions and solutions.
• Responded to IT support tickets and resolved issues related to software, hardware, and network.
• connectivity.
• Assisted in the deployment and maintenance of IT infrastructure.
• Conducted training sessions for end-users on new software and tools.
• Documented standard operating procedures for common technical issues.
• Provide first-level technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware and software issues for a range of products.
• Conduct product training sessions for customers to enhance their understanding and usage.
• I served as a brand ambassador for Myles, promoting its services and fostering customer loyalty.
• Additionally, I contributed to process improvements by providing valuable feedback and consistently
met or exceeding performance metrics.

02/2019 – 02/2021 Jacksonville, Florida, United States
SALES MANAGER (REMOTE) A1 LOGISTICS

• I made outbound calls to potential customers to generate leads and complete sales.
• I helped customers choose suitable shipping services, consistently meeting sales targets.
• I collaborated with the customer support team to ensure satisfaction after sales and utilized CRM
software to document interactions, update profiles, and monitor satisfaction.
• I resolved customer complaints promptly and empathetically, finding suitable solutions.
 • Conducted market research and competitor analysis to identify opportunities for business expansion
and product improvement.
• Collaborated with cross-functional teams, including marketing and product development, to align sales
strategies with overall business objectives.
• Implemented effective sales training programs to enhance the skills and knowledge of the sales team.

DIGITAL SKILLS

Microsoft Office package: Microsoft Word, Excel, PowerPoint, Access Sales CRM Communications (MS
Teams, MS Outlook, Zoom, Skype, Cisco Webex) Google (Google Drive, Google Docs, Google Slides,
Google Sheets, Google Meets, Google Trends)) Video Conferencing (Zoom, Teams, Skype, Webex) -
Advanced

EDUCATION AND TRAINING

2022 – CURRENT Kyiv, Ukraine
B.SC BUSINESS MANAGEMENT National Technical University Of Ukraine

LANGUAGE SKILLS

Mother tongue(s): ENGLISH

ADDITIONAL INFORMATION

COMMUNICATION AND INTERPERSONAL SKILLS

Skills Excellent verbal and written communication skills
- Strong interpersonal and customer service skills
- Active listening and problem-solving abilities
- Proficient in using customer service software and CRM systems
- Ability to handle high-stress situations and remain calm
- Multitasking and time management skills
- Attention to detail and accuracy.
• Troubleshooting
• Communication (Verbal and Written)• Problem Solving
• CRM Systems
• Product Knowledge