Eyram Agrah

Empathetic and detail-oriented professional with a strong background in customer service, operations management, and stakeholder engagement. Proven ability to remain composed under pressure, resolve complex issues, and deliver exceptional service in fast-paced environments. Seeking to leverage strong communication and multitasking skills in a Call Center Representative role.

Customer Service Rep Roadside Receive at AAA Auto Club (2025-11 – Present)

• Served as the first point of contact for members in urgent roadside situations, confidently managing calls that require towing, locksmith support, fuel delivery, battery assistance, or minor mechanical help.
• exceled at reading the urgency in a member’s voice, identifying their needs, and prioritizing their immediate safety while gathering the critical details needed to resolve the situation.
• Captured and documented information with speed and accuracy, ensuring every detail is clear, complete, and ready for seamless dispatch coordination.
• Maintain a steady, empathetic presence that reassures members and helped them feel safe and supported.
• Relayed essential information to internal and external teams with clarity and urgency, directly contributing to faster response times and successful service delivery.
• Worked closely with my team to keep operations running smoothly, sharing updates, supporting coverage, and contributing to a positive, high‑performance environment.
• thrive in structured settings with defined goals, consistently meeting and exceeding performance expectations while delivering exceptional member satisfaction.

Customer Service Rep at Bank of America via Experis (2023-10 – 2025-09)

• Handled sensitive customer data and ensured compliance with internal controls during service delivery.
• Collaborated with cross-functional teams to improve service workflows and reduce response times.
• Documented and analyzed service interactions to identify trends and improve customer experience.
• Managed high-volume client communications, ensuring timely resolution of service requests and emergencies.
• Committed to understanding client needs and delivering solutions that consistently exceed service and quality expectations.
• Maintained a professional, approachable attitude while fostering positive customer experiences.
• Established rapport and built strong, trust-based relationships with clients.

Customer Service Coordinator at Capital One (2021-01 – 2023-10)

• Researched and answered customer inquiries and requests regarding loan accounts, products, rates, contract terms.
• Answered inbound calls and greeted customers with energy and enthusiasm.
• Thrived in a fast-paced, lively and dynamic work environment.
• Educated customers about products and services.
• Used a conversation-based approach to uncover customer needs using open-ended questions. Guided and assisted customers with application questions in an energetic and spirited manner.
• Performed multiple tasks, navigated multiple systems simultaneously to service the customer’s application and also troubleshooted questions and issues.

Operations Manager at Adept Care Service (2019-06 – 2020-08)

• Ensured adherence to legal, regulatory, and company standards.
• Identified operational risks and implement mitigation strategies.
• Collaborated with departments such as HR, Finance, IT, and Supply Chain to support business operations.
• Acted as a liaison between upper management and frontline staff.
• Managed, mentored, and developed team members to ensure high performance and engagement.
• Set clear objectives and monitored performance through KPIs and regular feedback.

Certified Scrum Master (CSM) (2019 – 2019)

Bachelor of Arts, BA in Business Admin – Swiss Management University (2017)

Bachelor of Science, BSc in Chemical engineering – Kumasi Technical University (2009)