Aaliyah Harris
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Catholic Charities
04.2021 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Scheduled office meetings and client appointments for staff teams.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Liaised between clients and vendors and maintained effective lines of communication.
- Volunteered to help with special projects of varying degrees of complexity.
- Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Direct Support Professional
ResCare Workforce Services
06.2020 - 04.2021
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
Customer Service Representative
New Jersey Family Support Services Center (Child Support)
02.2019 - 05.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to inbound customer inquiries while meeting or exceeding quality standards
- Worked from hybrid home using special technology to access their database and phone system using my own internet service while navigating through multiple computer screens with speed and accuracy
- Work in a paperless work environment where customer privacy is paramount
- Provide Member ID and New Pin
Clerk Typist
Audtalent
10.2016 - 01.2017
- Increased operational efficiency through proficient use of office equipment such as printers, copiers, scanners, and computers.
- Eased workload for managers by taking on delegated tasks efficiently without compromising quality or attention to detail.
- Delivered exceptional customer service when interacting with clients, addressing their needs promptly, and professionally.
- Edited drafts created from speech recognition software.
- Assisted in project completion by providing essential clerical support such as copying, scanning, and faxing documents.
- Maintained a high level of confidentiality when handling sensitive information, ensuring the privacy of clients and colleagues alike.
- Reviewed records, paperwork, and orders for errors and resolved issues with minimal direction.
- Maximized accuracy in documentation by thoroughly proofreading all written materials before submission or distribution.
Customer Service Representative
Atlas Systems
12.2015 - 08.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Customer Service Representative/Call Center
Wells Faro Mortgage Company
06.2012 - 10.2015
- Identify ways to improve customer experience within established procedures
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma - Business Administration And Management
Trenton Central High School
Trenton, NJ06.2012
Skills
- Clerical (11 years)
- Receptionist (3 years)
- Management (2 years)
- Data Entry (11 years)
- Call Center (5 years)
- Microsoft Excel (8 years)
- Scheduling (3 years)
- Microsoft Word (8 years)
- Microsoft Outlook (8 years)
- Medical Billing, and Payroll ( 5 years )
- Office Administration
- Customer Service (10 years)
Certification
- CPR Certification, 07/2023, 07/2025
- First Aid Certification
Communication
Excellent communication skills - written, verbal and listening
Familiarity
Familiarity with Microsoft Word, Excel, IE and Outlook
Typing Speed
Typing speed of 50 W.P.M
Problem Resolution
Ability to resolve customer problems and complaints in an effective and professional manner
Abilities
- Strong ability to work independently and achieve results
- Adaptability
- Attention to detail
- Collaboration
- Communication
- Decision making
- Leadership
- Data entry
- Attentive listening, empathy
- Troubleshooting and research
- Patience
- Speed and efficiency
- Positive attitude
- Diplomacy
- Communication skills
- Time management
Timeline
Administrative Assistant
Catholic Charities
04.2021 - Current
Direct Support Professional
ResCare Workforce Services
06.2020 - 04.2021
Customer Service Representative
New Jersey Family Support Services Center (Child Support)
02.2019 - 05.2020
Clerk Typist
Audtalent
10.2016 - 01.2017
Customer Service Representative
Atlas Systems
12.2015 - 08.2016
Customer Service Representative/Call Center
Wells Faro Mortgage Company
06.2012 - 10.2015
High School Diploma - Business Administration And Management
Trenton Central High School