Thurman Senkusu
Aurora,CO
Summary
I love what I do for work and I am so passionate about my career. I bring the very best of me to a work place to change lives for the better. A job is not an opportunity to make an income, but rather an opportunity to bring a solution to a problem.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Johnson Controls
07.2024 - Current
- Have both EDO and CSG Training experience
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Manager
Kula automotive llc
02.2018 - 01.2024
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Improved customer service wait times to mitigate complaints.
- Led team engagement to assist cross-functional departments and achieve goals.
Sales Manager
Ganda Auto Sales
10.2020 - 05.2021
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
- Formalized sales process to enhance operations and promote acquisition of new customers.
- Reduced process gaps by hiring, supervising and coaching employees on sales strategies and protocols, optimizing performance, growth and profitability.
- Hired and motivated team members, working closely with salespeople and customers to negotiate and close deals.
- Utilized established sales techniques and persuasive communication skills to meet personal sales objectives.
- Reviewed KPIs daily and implemented critical adjustments to increase performance for each metric.
- Decreased total overhead expenses by negotiating with vendors.
- Reviewed inventory data to make adjustments, evaluate forecasts and meet demands.
- Stayed up-to-date on extensive company products and services.
- Mentored and directed employees by conducting one-on-one meetings with salespeople.
Customer Service Associate
MTN Uganda
02.2014 - 05.2017
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Troubleshot shortages and overages to support quality control efforts.
- Improved customer service wait times to mitigate complaints.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Organized client contracts, records, reports and agendas to strengthen traceability.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Associate Director
Cleveland hill primary school
07.2014 - 01.2016
- Led department and coordinated resources across programs.
- Developed and administered budgets as part of overall financial leadership.
- Established positive working relationships with vendors to maintain supply chain's support production demand.
- Promoted partnerships and drove growth by reaching out to local and regional businesses.
- Kept supply chain in conformance with production requirements by cultivating vendor relationships.
- Managed operational transitions initiated by changes in regulatory requirements to mitigate negative impact and ensure compliance.
- Expedited investigations, action plans and schedules for laboratory and process activities.
- Led teams of up to 58 personnel, supervising daily performance as well as training and improvement plans.
Education
Bachelor of Science - Computer Science
Colorado Technical University
4435 N Chestnut St, Colorado Springs, CO 80907 · 503.2025
Skills
- Conflict resolution techniques
- Client relations and retention
- Talent development
- Product Knowledge
- Deadline-oriented
- Training and coaching
- Call Center Operations
- Project management
- Expertise in sales
- Training programs
- Account management
- Microsoft Excel
- Call center experience
- Problem resolution
- Customer service
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Product knowledge
- Documentation
- Data collection
- Stress management
- High-energy attitude
- Typing [number] wpm
- Call escalation
- Grammar
- Typing proficiency
- Punctuality and reliability
- Hospitality and accommodation
Timeline
Customer Service Representative
Johnson Controls
07.2024 - Current
Sales Manager
Ganda Auto Sales
10.2020 - 05.2021
Customer Service Manager
Kula automotive llc
02.2018 - 01.2024
Associate Director
Cleveland hill primary school
07.2014 - 01.2016
Customer Service Associate
MTN Uganda
02.2014 - 05.2017
Bachelor of Science - Computer Science
Colorado Technical University
Similar Profiles
ISIDRO (SID) RIOS IIIISIDRO (SID) RIOS III
AE/ Application Specialists at JOHNSON CONTROLS INC, Johnson ControlsAE/ Application Specialists at JOHNSON CONTROLS INC, Johnson Controls
Brian SullivanBrian Sullivan
Installation Technician at JOHNSON CONTROLS INC, Johnson ControlsInstallation Technician at JOHNSON CONTROLS INC, Johnson Controls
Jonathan PowersJonathan Powers
System Controls Technician at JOHNSON CONTROLS INC, Johnson ControlsSystem Controls Technician at JOHNSON CONTROLS INC, Johnson Controls