Emanuel Green has over 10 years of experience in customer service roles. He is currently a Customer Care Escalation Specialist at Suddenlink Communications, where he assists with new hire training, manages the call center, resolves escalated customer issues, and performs coaching and evaluations. Previously, he held roles as a Technical Support Representative and Customer Service Representative at Suddenlink and Convergys Corporation. Green has an incomplete Bachelor's degree in Journalism and Mass Communications from Ashford University and coursework in Criminal Justice from East Carolina University and North Carolina A&T State University. He has strong communication, time management, and problem solving skills.

1. 3207 Boardwalk Ln. Apt 1
Greenville, N.C. 27834 EM A N UEL R. GR EEN
(252) 327-6094
Emanuelgreen85@gmail.com
EMPLOYMENT
Suddenlink Communications
*Customer Care Escalation
Specialist
May 2011-Present
 Assistall newhire classeswithcontinuededucationuponcompletingtraining.
 Assisttrainerinnewhire classeswithquestions,call flow andorderentryaswell aspropertrouble shooting
steps.
 PromotedtoCustomerCare EscalationsJune 2011
 Manage call centerinabsence of leadership,duringmeetingsoroutingsawayfromthe call center.
 Assistwithnewhire training byprovidingcoachingandtrainingincertainprocesses.
 ResolvedCorporate, FederalCommunicationsCommission,andBetterBusinessBureauescalations.
 ResolvedescalationsfromRegional Vice Presidents,RegionalOperationsCenter, andCall Centeragentsand
management.
 InterimDataAnalyst gainingknowledgeof call centerreportinginordertoprovide leadershipthe information
and data that isbusinessimpacting.
 Performcoachingandcustomerservice representative call evaluations.
 Proficientknowledge of all Suddenlinkcustomerimpactingsoftware.
 Proficientknowledge of all Suddenlinkinhome customerequipmentandaware of whatis neededinorderfor
that equipmenttofunctionproperlysuchassignal levelandaccountservice codes.
*Technical Support Representative January 2008-May 2011
 Provide excellentcustomerservice andtroubleshootingadvice toourcustomerbase.
 Promotedandsoldnewproductsto customerbyup sellingandhighlightingthe benefits
 Assistwithnewhire training bybeingamentee tonew hireswhowouldchairside withme fortipsand
improvements.
 Deescalateddisgruntledcustomerdailybyofferingthe bestassistandfastturnaroundtime fortheirissues.
Convergys Corporation
*Customer Service RepIV
May 2006–January 2008
 Analyzedcall volumeandaverage call time tomonitor customerservice representativesperformance and
productivity
 Managed highcall volume withtactand professionalism
 Resolvedservice,pricingandtechnical problemsforcustomersbyaskingclearandspecificquestions.
 Defusedvolatile customersituationscalmlyandcourteously
 Accuratelydocumented,researched,andresolvedcustomerservice issues.
 Constantlymetdailygoalsandobjectivesforoptimal call centerstatistics
EDUCATION
Online Ashford University Present
 B.S.JournalismandMass Communications
o Course workinGeneral Education
o Course workinJournalismandotherformsof Mass Media
Greenville,N.C. East Carolina University Fall 2005 – Spring 2006
 B.S Criminal Justice
o CourseworkinGeneral Education

2. o CourseworkinCriminologyandCriminal Justice
Greensboro,N.C. North Carolina A&T State
University
Fall 2003 – Spring 2004
 B.S. Electrical and ElectronicsEngineering
o CourseworkinElectronicsandCommunicationEngineeringTechnology
o CourseworkinElectrical Engineering
 B.S CriminologyandCriminal Justice
o CourseworkinCriminologyandCriminal Justice
Skills
 Exceptional interpersonal Communication
 Excellenttime managementskill
 Effective problemsolver
 Adherence tohighcustomerservice standards
 Effective workflow management
 Customer-focused
 Exceptional telephone etiquette
 Works well underpressure
 Skilledincall centeroperations
 Proficientin MicrosoftOutlook,Word,PowerPoint,andExcel
 Navigator/Maestro
 Icoms
References
StevenBrewington
ImagingManager
Confidential RecordsManagement
252-412-4445
FormerDirectSupervisor
Chadrick Staton
Lead traininginstructor
CenturylinkLLC.
252-412-1274
Formerco-worker