Johanan Okan-Mensah

Candidate Information

Email: [email protected]

Phone: 470-349-6155

Salary Expectation: $50K - $75K

Skills: 💼 Customer Service & Client Relationship Management Client Service and Support Provided exceptional front-line support at Morgan Stanley and Ackerman Security Systems by resolving client inquiries, troubleshooting issues, and guiding them through products or services. Assisted clients in navigating complex processes (such as enrollment and website navigation), ensuring a smooth customer journey. Customer Support Responded to high volumes of customer calls and emails promptly, managing expectations while maintaining a professional demeanor. Supported customers with account-related issues, returns, product inquiries, and complaints using standard operating procedures. Complaint Resolution & Problem Solving Effectively addressed customer complaints, determined root causes, and implemented long-term resolutions. Assisted with escalation management while keeping customer satisfaction as the central focus. Customer Loyalty & Retention Built rapport with clients, assessed needs accurately, and offered tailored recommendations leading to customer retention and satisfaction. Website & Product Navigation Support Helped customers navigate online platforms during the purchase process, improving self-service adoption and customer confidence. 📞 Call Center Management & Quality Assurance Call Volume & Performance Monitoring Oversaw call activity, quality metrics, and resource availability to ensure service-level agreements (SLAs) were met. Managed real-time call center dashboards and analyzed reports to enhance operational efficiency. Call Coaching & Training Delivered consistent feedback to improve representative performance. Monitored calls to assess adherence to scripts, tone, problem resolution, and customer engagement strategies. Process Optimization Suggested improvements based on call analysis, helping streamline procedures and improve customer interactions. 🧑‍🏫 Training, Supervision, and Team Leadership Training Material Development Created instructional content such as user guides, quick-reference cards, and SOP manuals tailored for new hires and current team members. Training Delivery Conducted instructor-led sessions using interactive methods (role-plays, lectures, demonstrations) to promote engagement and knowledge retention. Team Supervision Managed diverse customer service teams, coached on soft skills and technical knowledge, and tracked performance outcomes. Employee Development Assessed employee KPIs, addressed performance gaps, and supported team growth through mentorship and guidance. 💰 Sales and Business Development Sales & Upselling Engaged in cross-selling and upselling products based on customer needs and preferences—especially in security systems and insurance. Lead Generation & Client Retention Utilized lead lists to generate new accounts while maintaining relationships with existing clients. Territory & Database Management Expanded client databases through regular updates, segmentation, and follow-ups tailored to assigned territories. Sales Strategy Collaboration Partnered with marketing and product teams to develop customized pitches and campaigns that improved conversions. 💻 Technical Proficiency & Tools CRM and Call Management Systems Worked across multiple computer applications and call systems to input customer records, track activity, and analyze service performance. Microsoft Office Proficient in using Excel for reporting, Word for documentation, and Outlook for communication and scheduling. Database Management Maintained and updated customer and transaction data using internal systems to ensure accurate and accessible records. Tableau (Certified) Completed a certification in Tableau Data Analytics, suggesting foundational understanding in data visualization and interpretation for business insights. 🗣️ Soft Skills and Work Ethic Communication Skills Strong written and verbal communication demonstrated across training, customer interaction, and reporting responsibilities. Professionalism & Composure Maintained professionalism under high-stress situations, especially when dealing with high call volumes or challenging customers. Adaptability Easily transitioned between roles in customer service, quality assurance, sales, and training. Teamwork & Collaboration Effectively collaborated with internal teams, management, and external stakeholders to drive collective results. Detail-Oriented Ensured data accuracy in documentation, order processing, and reporting.

Current Location: Atlanta, GA

Willing to Relocate?: YES

Relevant Experience: 13

Work Authorization: GC

Highlights: ✅ Top Highlights
Client-Facing Experience at Morgan Stanley (Wealth Management)
Delivered high-quality service and support to wealth management clients; managed inquiries, complaints, and guided customers through financial service processes.

Leadership in Call Center Operations
Served as Call Quality Assurance/Training Manager at Ackerman Security; led performance monitoring, call coaching, and training program development for inbound/outbound operations.

Extensive Customer Service Background
Over 10 years of experience across diverse industries in customer-facing roles, including security systems, insurance, and retail.

Training & Team Management
Designed training materials and conducted onboarding programs; supervised and coached staff to improve service delivery and call KPIs.

Sales & Upselling Expertise
Proven record of meeting sales goals through upselling, lead generation, and customer relationship building—particularly in security systems and insurance.

Proficient with Tools & Systems
Skilled in CRM platforms, Microsoft Office Suite, and certified in Tableau Data Analytics; adept at data entry, reporting, and managing client databases.

Soft Skills & Work Ethic
Recognized for strong interpersonal communication, professionalism under pressure, adaptability, and a results-driven mindset.

Resume: View Resume

Cover Letter: View Cover Letter