Cleo Harmonson
Monroeville,PA
Summary
Detail-oriented Complaint Analyst with a track record of resolving customer issues and optimizing processes. Known for strong analytical skills and effective complaint handling techniques, prepared to elevate customer satisfaction and operational performance.
Dedicated complaint analyst known for strong problem-solving and analytical skills. Proven track record in improving processes and driving customer satisfaction through effective complaint management and cross-functional collaboration.
Overview
11
11
years of professional experience
Work History
Complaint Analyst
ZOLL LifeVest
Pittsburgh, PA
06.2022 - Current
- Analyzed customer complaints to identify trends and improve product quality.
- Collaborated with cross-functional teams to address and resolve customer concerns efficiently.
- Developed and maintained documentation for complaint resolution processes and procedures.
- Conducted root cause analysis to determine underlying issues affecting customer satisfaction.
- Facilitated training sessions for staff on effective complaint handling techniques and best practices.
- Optimized reporting systems to track and analyze complaint metrics for continuous improvement initiatives.
- Maintained detailed records of all resolved and unresolved complaints for future reference and analysis.
Patient Access Representative
UPMC
Pittsburgh, PA
03.2017 - 03.2022
- Streamlined patient registration processes to enhance efficiency and reduce wait times.
- Coordinated insurance verification and authorization for seamless patient access to services.
- Provided exceptional customer service to patients, addressing inquiries and resolving concerns promptly.
- Developed training materials for new staff, improving onboarding experience and operational consistency.
- Coordinated schedules and appointments, optimizing time management for executives and teams.
- Managed correspondence, ensuring timely responses and effective communication across departments.
- Awarded UPMC's “Butterfly Award” within my first year, recognizing outstanding customer service; nominated by the Vice President of UPMC.
Visual Merchandiser
Forever 21
Pittsburgh, PA
07.2016 - 03.2017
- Designed and executed visually appealing merchandise displays to enhance customer experience.
- Collaborated with sales team to align visual strategies with marketing promotions.
- Analyzed sales data to optimize product placement and drive store performance.
- Mentored junior staff on best practices for visual merchandising techniques.
- Assisted customers with product selection to enhance shopping experience.
- Processed transactions efficiently using point-of-sale systems.
- Collaborated with team members to achieve sales targets and improve customer satisfaction.
- Trained new employees on store policies and customer service standards.
Inventory Specialist
Contemporary Marketing
Norcross, GA
11.2015 - 08.2016
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Bachelor of Arts - Business Marketing
The Art Institutes
Pittsburgh, PA06-2017
High School Diploma -
Chambersburg Area Senior Highschool
Chambersburg, PA06-2013
Skills
- Microsoft office
- Complaint handling
- Problem-solving skills
- Attention to detail
- Calm and professional under pressure
- Computer skills
- Adaptability and flexibility
- Teamwork and collaboration
- Self motivated
Timeline
Complaint Analyst
ZOLL LifeVest
06.2022 - Current
Patient Access Representative
UPMC
03.2017 - 03.2022
Visual Merchandiser
Forever 21
07.2016 - 03.2017
Inventory Specialist
Contemporary Marketing
11.2015 - 08.2016
Bachelor of Arts - Business Marketing
The Art Institutes
High School Diploma -
Chambersburg Area Senior Highschool