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EMMANUEL KOLAWOLE

Customer Service / Sales / Technical Support / Insurance / Real Estate / Email Outreach / Inbound and Outbound Call / Chats / CRMs

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Intro
Montevideo, Uruguay
Studied Mechanical Engineering Technology at Rufus Giwa Polytechnic
Studied Science Oriented at Rolex Comprehensive College
Commercial Real Estate
Joined May 27, 2023

Skills

About
An experienced and proactive professional with over 10 years of experience cut across customer service, sales, and technical support. Performing tasks such as real estate email outreach, travel agency {booking and reservations}, troubleshooting, shipping and handling, inbound and outbound calls, data entry, emails, and chat communication. I am capable of handling multiple tasks in a fast-paced environment and able to keep customers happy and smiling while resolving their issues in the shortest time possible. I am a confident and energetic customer service representative passionate about serving customers and thrives in a challenging and fast-paced environment. Skilled with the use of work software and platforms such as Ring Central, Workiz, Zendesk, Salesforce, Active Campaign, Confluence, Slack, Google Meet, Teams etc.
Experience
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SplitSpot
Feb 2022 – Apr 2023
Boston MA
Sales Associate
● Reply to emails from Craigslist and Zillow in general sales inboxes. ● Convert direct messages on general sales inbox to leads on Q&A on Active Campaign ● Archive email conversations from leads/deals already in Active Campaign received in general sales inbox. ● Label emails in the general sales inbox and create tasks on Google chat according to SOP ● Monitor and respond to SalesMessage during working hours. ● Convert unassigned/unmatched text messages on SalesMessage to leads on Active Campaign, Q&A Stage. ● Answer calls on SalesMessage and replying to FB messages according to SOPs. ● Follow up on assigned leads on the Q&A stage on Active Campaign. ● Follow up with leads from 3D tours/1:1 and attend to scheduled 3D tours/1:1 ● Reply to tasks assigned on Google Chat ● Attend scheduled training sessions and team meetings. ● Support other projects as requested by management.
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SplitSpot
Jun 2022 – Jan 2023
Boston MA
Operations Optimization Associate
● Supporting RST/ Moving team with ticket management during high season or when required by management. ● Measuring KPIs for Zendesk (RST/ Moving Team) ● Creating weekly reports for 1 on 1 sessions for coordinators. ● Auditing tickets on Zendesk. ● Auditing Operations Master File, Admin Site, and other platforms related to the operations of the department. ● Coordinating communication between different departments and operations. ● Guiding coordinators on the execution of policies and escalated cases. ● Developing help center articles. ● Assisting in other projects as required by management.
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SplitSpot
Dec 2021 – May 2022
Boston MA
Outreach and Help Center Specialist
● Researching and identifying houses and properties for rent that meet our expectations on some selected websites. ● Sending outreach emails to Landlords and Property Managers through Zillow, Hotpads, Apartment.com and other apartment websites for rental collaboration. ● Creating and developing self-service documents for customers and agent support help center documents on Zendesk.
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ALORICA (amazon.com)
Jul 2017 – Nov 2020
Montevideo, Uruguay
Product Support Representative
● Answer incoming phone calls and provide support to callers experiencing technical problems. ● Listen to descriptions of customer issues and determine how effectively they can be fixed. ● Make sure all complaints are documented and resolved to avoid another callback. ● Provide daily technical support services for information technology establishments. ● Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue. ● Explain technical details to customers using simple understandable terms. ● Guide and direct the activities of less experienced tech support personnel. ● Maintain up-to-date knowledge of company prducts and services ● Follow-up on customers to ensure their issues are completely resolved
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ALORICA (amazon.com)
May 2016 – Jun 2017
Montevideo, Uruguay
Customer Support Analyst
● Working directly with customers regarding all kinds of products. ● Processing orders and giving customers information about products and services. ● Listening to customers' complaints, taking orders, and processing returns or replacements. ● Maintaining a positive, empathetic, and professional attitude toward customers at all times. ● Acknowledging and resolving customer complaints. ● Knowing our products inside and out so that you can answer questions. ● Keeping records of customer interactions, transactions, comments, and complaints. ● Mentored a team of junior customer service representatives. ● Ensure customer satisfaction and provide professional customer support.
Education
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Rufus Giwa Polytechnic
Dec 2008 – Oct 2013
Higher National Diploma , Mechanical Engineering Technology
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Rolex Comprehensive College
Sep 1999 – Jun 2005
SSCE/WAEC, Science Oriented
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