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 ● Schedule or reschedule customer appointments with audiology team, process order cancellations and returns. ● Comply with ADA regulations, and thoroughly document complaints according to a set procedure ● Act as an ambassador of the Jabra Hearing culture by embodying values in each internal and external interaction

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.● Organized customer insight tracking based on chat and SMS support messages with Senior Customer Quality Supervisor to present to Casper Marketing, Design and Executive teams.● Provided troubleshooting, care instructions, and best use practices for over 30+ Casper products.

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.