Sharonte Harris
Telecommuting Virtual Specialist
Las Vegas,NV
Summary
Dedicated Call Center Representative with a commitment to providing courteous, prompt, and accurate support. Proficient in managing both outbound and inbound calls, with a strong ability to handle emergencies with patience and tact. Skilled in effective communication, problem-solving, and multitasking to address diverse customer inquiries and ensure timely resolution. Experienced in utilizing remote communication tools to deliver seamless customer support experiences. Results-driven and detail-oriented, with a proven track record of addressing customer inquiries, resolving issues, and enhancing satisfaction. Familiar with bank customer service protocols and experienced in remote communication technologies. Possesses comprehensive knowledge of healthcare support, including medical terminology, insurance processes, and patient care coordination. Committed to contributing to the well-being of clients through empathy and attention to detail.
Overview
5
5
years of professional experience
Work History
Quality Assurance Analyst
Boostlingo
03.2020 - Current
- Contributed to seamless project handoffs between teams by providing clear documentation of testing results and recommendations for improvements.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Evaluated potential software vendors, assessing their abilities to meet project needs and recommending the most suitable candidates for partnership.
- Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into the QA process when applicable.
- Maintained consistency in evaluating and scoring interactions according to established quality standards and key performance indicators.
- Provided regular feedback to representatives, team leaders, and managers to support ongoing performance improvement initiatives.
- Assisted in the development and implementation of quality control policies, procedures, and training programs.
- Monitored online review sites and addressed customer inquiries and concerns to maintain a positive brand reputation.
Client Service Associate
Peak Support
01.2023 - 02.2024
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
- Participated in training programs to stay current on industry trends and enhance skills necessary for successful client interactions.
- Contributed to the development of marketing materials targeted at promoting our company''s products and services more effectively among existing and prospective clientele groups.
- Actively participated in team meetings and initiatives focused on continuous improvement across various areas of the business.
- rovided exceptional customer service by addressing inquiries and resolving issues via phone, email, and chat channels.
- Handled escalated customer concerns with professionalism and empathy, ensuring prompt resolution and customer satisfaction.
- Utilized data analysis techniques to identify trends and opportunities for improving service quality and efficiency.
- Collaborated with cross-functional teams to develop and implement process improvements based on customer feedback and performance metrics.
Customer Support Specialist
Bank Of America
05.2019 - 01.2023
- Streamlined support processes for increased efficiency and reduced response times.
- Worked closely with sales representatives to ensure seamless handoff of potential leads from support interactions.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Provided prompt and courteous customer support via phone, email, and chat channels, addressing inquiries related to banking products and services.
- Assisted customers with account inquiries, transaction processing, and online banking navigation, ensuring accuracy and compliance with bank policies.
- Resolved customer issues and complaints efficiently, utilizing problem-solving skills and product knowledge to achieve satisfactory resolutions.
- Maintained accurate records of customer interactions and transactions in the bank's CRM system, ensuring data integrity and confidentiality.
- Collaborated with team members and supervisors to share best practices, resolve escalated issues, and contribute to process improvements.
Education
Certified Coding Associate (CCA)
UNLV
Las Vegas, NV06.2021
Certified Quality Assurance Professional (CQAP)
UNLV
Las Vegas, NV06.2019
High School Diploma -
Cheyenne High School
North Las Vegas, NV06.2016
Skills
Technical Analysis
Insurance Verification
Medical Terminology
Virtualization
Financial Services Knowledge
HIPAA Compliance
Data Analysis
CRM Software
Client Relationships
Escalation management
Technical Troubleshooting
Timeline
Client Service Associate
Peak Support
01.2023 - 02.2024
Quality Assurance Analyst
Boostlingo
03.2020 - Current
Customer Support Specialist
Bank Of America
05.2019 - 01.2023
Certified Coding Associate (CCA)
UNLV
Certified Quality Assurance Professional (CQAP)
UNLV
High School Diploma -
Cheyenne High School