Emmanuel Freeman Email & Phone Number

New York City Metropolitan Area

• Acting as a first touchpoint for our customers, answering inbound questions and inquiries via phone, live chat, SMS, and email
• Served as the conduit between customers, management and the department director communicating customer issues and feedback to drive product improvements.
• Worked with the JIRA ticketing system to submit technical issues for IT assessment and resolutions.
• Explained complicated concepts in a simple and easy to understand way for hearing impaired individuals.
• Educate and support customers around Jabra’s continually expanding product and service offerings
• Assist customers by ordering hearing aid accessories, uploading medical documents such as audiograms, providing shipping status, and processing product warranties

New York, United States

• Received 30 - 40 inbound calls from customers a day and input detailed notes about the conversation into the CRM, Salesforce.
• Responded to 30+ chat messages and provided constant email support for customer concerns daily.
• Collaborated with the Sr. Director of Customer Marketing and the Sr. Customer Communications Managers on Casper's Customer Referral rewards program.
• Energized the team to be active participants in team events.
• Partnered with vendors such as Friendbuy to implement the referral rewards program.
• On-boarded new employees to the CX team and facilitated training’s on various operational workflows that increased the productivity of the team.

New York, NY

• Maintaineded customer and subscriber database utilizing a Tessitura ticketing systems.
• Created solutions to theatre patron’s problems and inquiries with management and front of house team.
• Assisted in processing new subscriber accounts and renewing returning patron accounts.

New York, United States

• Connected with 200 subscribers per week via phone, Zendesk, and chat systems such as Olark and Helpshift.
• Supported new membership acquisition, billing, app issues, service feedback, and suggested product ideas.
• Developed customer service strategies with product, development, and upper management teams to improve customer satisfaction with the MoviePass product.
• Provide basic training to outsource customer service representatives on handling customer inquiries with understanding, empathy, and conflict resolution.
• Coordinated with marketing and customer service team on the development and editing of form language for subscriber relations and new service promotions given by MoviePass Inc.