Enyi Emmanuel

Results-driven bilingual (English/French) customer service professional with experience in call center operations, client support, sales assistance, and administrative coordination. Skilled in handling high-volume customer interactions, resolving inquiries efficiently, and delivering professional, empathetic service in fast-paced environments. Strong ability to multitask, maintain accurate documentation, and build positive customer relationships while meeting performance expectations.

Experienced working independently in remote environments with excellent communication, problem-solving, and computer navigation skills. Passionate about delivering exceptional customer experiences and contributing to team success.

Customer Service Specialist at Stanley Black & Decker, Inc. (2024-02 – 2026-03)

• Enhanced financial performance by proposing process improvements and automations for efficiency and ensuring compliance with all procedures.
• Collaborated with sales teams to address customer issues, master product knowledge
• Processed and managed orders from receipt to delivery while addressing issues promptly and informing management of significant deviations
• Responded to customer inquiries and resolved disputes
• Effective Management: Analyzed KPIs with the team leader, ensured team training during absences.
• Shared skills and knowledge to foster continuous improvement and team spirit.

Bilingual Account Protection Specialist at American Express (2022-01 – 2023-12)

• Supported clients through complex and often stressful situations with professionalism, empathy, and clarity.
• Communicated effectively in English and French with diverse individuals while explaining processes and next steps.
• Accurately document cases and maintain detailed, confidential records in internal systems.
• Apply problem-solving and decision-making skills within defined policies and procedures.
• Manage multiple active cases while maintaining attention to detail and service quality.

Customer Call Representative at BruntWork · EMEA (2020-05 – 2023-10)

• Provided bilingual customer support via inbound and outbound calls in a fast-paced environment.
• Handled customer inquiries regarding accounts and membership services
• Practiced active listening and rapport-building to understand client needs and concerns.
• Recorded accurate case notes and maintained up-to-date client information.
• Documented all interactions accurately within the project's systems
• Adapted communication style to support individuals with varying levels of understanding or frustration.

Sales Intern at VELUX Commercial (2019-08 – 2020-02)

• Provided customer support for booking-related inquiries, reservation changes, cancellations, and service requests and related documentation
• Assisted clients with travel-related services and product recommendations
• Managed high-pressure customer situations with professionalism and empathy by resolving issues related to scheduling, account concerns, and service disruptions
• Contributed to team building initiatives and successes of the organization.

Bachelor's degree in applied science