Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christina Harris

Summary

Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.

Overview

15
15
years of professional experience

Work History

Lead Customer Service Representative

Randstad
01.2020 - 02.2024
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
  • Established positive relationships with clients through regular follow-ups and personalized service offerings.
  • Responded to customer calls and emails to answer questions about products and services.

Customer Service Representative Trainee

Kelly Services
07.2016 - 01.2020
  • Maintained up-to-date knowledge on product offerings, enabling efficient responses to customer inquiries about features or pricing.
  • Collaborated with team members to improve overall efficiency and productivity in the customer service department.
  • Developed strong relationships with customers, resulting in increased loyalty and retention rates.
  • Contributed ideas during team meetings aimed at enhancing the overall customer experience provided by the company''s representatives.
  • Assisted in developing updated training materials that reflected current industry best practices for effective customer service provision.
  • Conducted regular analysis of call data, identifying trends that contributed to improved issue resolution times for customers.
  • Supported fellow team members during high-volume periods, showcasing adaptability and a strong work ethic.
  • Contributed to the achievement of departmental goals by consistently exceeding individual performance benchmarks in key areas such as call handling times and customer satisfaction ratings.
  • Streamlined communication processes by implementing effective CRM tools for better tracking and resolution of customer issues.
  • Resolved escalated customer concerns, fostering trust between the client base and the company.
  • Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
  • Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
  • Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
  • Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
  • Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.

Customer Service Representative

Manpower Temp Agency
12.2008 - 07.2016
  • Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
  • Maintained customer database by entering any new and updated customer and account information
  • Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
  • Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
  • Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
  • Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
  • Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
  • Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
  • Provided personalized assistance to customers, boosting overall satisfaction and retention rates.
  • Adhered to company guidelines for quality assurance purposes, ensuring professionalism throughout all communications with clients.
  • Maintained organized records of all interactions with clients for future reference or follow-up purposes when necessary.
  • Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
  • Demonstrated adaptability and flexibility in adjusting to changes in schedules, workload, or company priorities.
  • Handled escalated situations calmly by applying conflict resolution skills when dealing with challenging customers or complex issues.

Education

BBA - Accounting And Business Management

Central Piedmont Community College
Charlotte, NC
05.2016

Skills

  • Complaint Handling
  • Team Member Training
  • Work Prioritization
  • Call Management
  • Call center experience
  • Customer Complaint Resolution
  • Customer Support
  • Account Management
  • Escalation management
  • Willingness to Lead
  • Customer Correspondence
  • Database Maintenance
  • MS Office Applications
  • CRM software knowledge
  • Help Desk Support
  • Chargeback Research

Timeline

Lead Customer Service Representative

Randstad
01.2020 - 02.2024

Customer Service Representative Trainee

Kelly Services
07.2016 - 01.2020

Customer Service Representative

Manpower Temp Agency
12.2008 - 07.2016

BBA - Accounting And Business Management

Central Piedmont Community College

Similar Profiles

CREATE PROFILE
Christina Harris