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
Charlotte, NC
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
Charlotte, NC
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
Hickory, NC
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, NC05.2016
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