Lawrence Sama
Douala
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
SYBEL Company limited
09.2018 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Service Representative
Diageo plc
05.2003 - 07.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Master of Science - Environmental Sciences
University of Gent, Belgium
Gent, Belgium10.2002
Bachelor of Science - Chemistry
University of Buea,
Buea, Cameroon06.1996
Skills
- Process Improvement
- Collection Calls
- Quality Assurance Controls
- Customer Experience Management
- Satisfaction Surveys
- Contact Management Systems
- Quality Improvement Initiatives
- Work Prioritization
- Customer Relationship Management (CRM) Software
- Continuous Improvements
- Job Assignments
Timeline
Customer Service Manager
SYBEL Company limited
09.2018 - Current
Customer Service Representative
Diageo plc
05.2003 - 07.2018
Master of Science - Environmental Sciences
University of Gent, Belgium
Bachelor of Science - Chemistry
University of Buea,
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