Venya'tha Norris
Morton,MS
Summary
Results-driven customer service professional with excellent communication skills, both written and verbal. Proven experience in team building, leadership, and conflict resolution. Skilled in web applications, networking, and internet communication protocols. Possesses a strong educational background in business administration and fashion merchandising.
Overview
8
8
years of professional experience
Work History
Security Officer
Sweattmen Security
Bailey,MS
03.2020 - Current
- Ensured effective security measures through patrols, searches, and daily logs
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Performed routine inspections of security equipment, identifying maintenance needs to prevent system failures.
First Line Tech
Banktec-South
Bossier City
10.2020 - 05.2024
- Provided top-notch customer service and technical support
- Improved operational efficiency with thorough inventory management and resource allocation strategies.
- Scheduled operators, monitored attendance and documented infractions.
- Streamlined workflow by identifying bottlenecks and developing solutions to increase efficiency in daily operations.
- Performed material counts and full inventory audits.
- Reviewed work to assess quality and compliance with production standards.
- Collaborated with upper management to develop strategic plans for expanding departmental responsibilities or capabilities as needed.
- Achieved production targets on regular basis by carefully managing processes.
- Reduced turnover rates by fostering a positive work environment and addressing employee concerns promptly.
- Implemented safety protocols to maintain a secure working environment for employees and customers alike.
- Increased team productivity by implementing efficient work processes and providing consistent leadership.
- Ensured smooth operations by managing daily tasks, resolving conflicts, and maintaining open communication with staff.
- Improved ATM uptime by conducting routine preventive maintenance and timely repairs.
- Demonstrated flexibility to adapt quickly to changes in work schedules or assignments based on client needs.
- Maximized equipment lifespan by identifying upgrade opportunities during routine maintenance checks.
- Reduced downtime by efficiently diagnosing and resolving hardware, software, and network-related problems.
- Assisted in new ATM installations, ensuring proper setup and seamless integration into existing systems.
Customer Service Representative
Iqor
Meridian, MS
01.2016 - 10.2020
- Resolved customer inquiries and concerns via phone, email, and chat
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Responded to customer requests for products, services, and company information.
- Assisted in creating a culture of continuous improvement within the Customer Support department through proactive recommendations on process optimization.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Conducted regular training sessions for new hires to ensure consistent service levels across the team.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Streamlined support processes for faster issue resolution and increased efficiency.
- Implemented a feedback loop with customers to continually improve support experience and exceed expectations.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
- Worked closely with product development teams to communicate customer insights, leading to continuous product enhancements based on user feedback.
- Spearheaded initiatives aimed at improving first-call resolution rates, positively impacting overall customer satisfaction scores.
- Identified trends in customer inquiries, leading to proactive improvements in product documentation and user guides.
- Trained customers to use and maintain equipment to reduce service issues.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
Education
Bachelor's Degree - Fashion Merchandising and Business Administration
Southern Miss University
Hattiesburg, MS05.2015
Skills
- Excellent written and verbal communication skills
- Strong customer service and conflict resolution skills
- Proficient in web applications, networking, and internet communication protocols
- Ability to work effectively in team building and 1-on-1 settings
- Strong problem-solving and analytical skills
Timeline
First Line Tech
Banktec-South
10.2020 - 05.2024
Security Officer
Sweattmen Security
03.2020 - Current
Customer Service Representative
Iqor
01.2016 - 10.2020
Bachelor's Degree - Fashion Merchandising and Business Administration
Southern Miss University