Daniel Harris
Riviera Beach,FL
Summary
An accomplished, result driven technical professional with over 16 year of experience performing diverse maintenance, repair, and customer service duties with a high degree of integrity and work ethic. Strongly possess innovation, diplomacy and a passion to learn more. Above all, the ultimate goal is to improve self-worth and expertise, by always being resourceful and collaborative.
Overview
19
19
years of professional experience
Work History
Field Service Technician 3 (Acting FS Supervisor)
IGT LIMITED
10.2012 - 02.2024
- Providing preventative and corrective maintenance to lottery retailer locations within Jamaica
- Conducting on-site evaluations and assists in collection of relevant information to facilitate selection and licensing procedures concerning retailer outlets
- Installing radios, TV, ticket scanner, and terminals at new retailer locations and assist in de-installation and transfer or removal from retailers' locations
- Conducts terminal operations training for retailers' outlets management and staff
- Provides support to Field Communications Technician in problems generated during operation of system, as regards communications, customer services, terminal repair, adjustment and changes of modules, as well as assists in keeping of administrative control of site, reporting to their supervisor accordingly
- Assists in implementation of activities aimed at increasing Agent sales for all Lottery Products
- Provides training to retailers, lottery officials and company staff on operations of company equipment and games
- Completes appropriately forms for equipment in transit (good/bad conditions and repaired) in order to repair them at Depot
- Repair and replaced all in trade company equipment
- Assist in planning, coordination and participation in all new game testing.
- Staff oversight
- Performance evaluation
- Coaching
- Enforcement of policy
Sales And Delivery Representative
VC'S ELECTRICAL DEPOT
01.2009 - 06.2012
- Assist with Inventory tracking
- Provide customers with information about products via email or telephone
- Coordinate with other team members and departments to optimize sales effort Introduction of promotions and cross-selling opportunities to customers
- Delivers high-quality products to our customers in a safe, courteous, and timely manner
- Reviews and verifies invoices and purchase requests to ensure accuracy
- Establishes and maintains outstanding relations with customers
- Leveraged GPS navigation systems and local knowledge to minimize travel time and fuel costs
- Scheduled vehicle maintenance and inspections to maximize delivery operations and minimize downtime due to mechanical issues
- Addressed customer complaints and implemented resolutions to promote repeat business
- Drafted daily and weekly reports to inform upper management of work completed
- Achieved established quotas and adhered to stringent timelines to boost satisfaction
- Collected payments and recorded billing information on required paperwork
- Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty
- Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires
- Assists Customer Service Representative (CSR) with difficult cases
- Enter Data to Process Sales and Upsell when appropriate
- Respond to incoming calls, emails and other message from customers and give them right answers and directions
- Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information
- Monitored work of four+ team members to assess and improve quality, service times and customer satisfaction ratings
- Assisted with product returns, damaged items and warranty claims
- Met performance goals established by management.
Senior Customer Service Representative
CMP HOME & OFFICE LIMITED
03.2005 - 06.2008
- Assist with Inventory tracking
- Provide customers with information about products via email or telephone
- Coordinate with other team members and departments to optimize sales effort Introduction of promotions and cross-selling opportunities to customers
- Delivers high-quality products to customers in a safe, courteous, and timely manner
- Reviews and verifies invoices and purchase requests to ensure accuracy
- Establishes and maintains outstanding relations with customers
- Leveraged GPS navigation systems and local knowledge to minimize travel time and fuel costs
- Scheduled vehicle maintenance and inspections to maximize delivery operations and minimize downtime due to mechanical issues
- Addressed customer complaints and implemented resolutions to promote repeat business
- Drafted daily and weekly reports to inform upper management of work completed
- Achieved established quotas and adhered to stringent timelines to boost satisfaction
- Collected payments and recorded billing information on required paperwork
- Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty
- Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires
- Assists Customer Service Representative (CSR) with difficult cases
- Enter Data to Process Sales and Upsell when appropriate
- Respond to incoming calls, emails and other message from customers and give them the right answers and directions
- Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information
- Monitored work of four+ team members to assess and improve quality, service times and customer satisfaction ratings
- Assisted with product returns, damaged items and warranty claims
- Met performance goals established by management.
Education
Bachelor of Science - Networking With Cybersecurity
UNIVERSITY OF THE COMMONWEALTH CARIBBEAN (UCC)
Kingston, JA06.2026
Executive Certificate - Supervisory Management
The University of The West Indies
04.2024
Certificate - HR Fundamentals For A Career in Human Resources
Udemy
01.2024
Executive Certificate Supervisory Management -
THE UNIVERSITY OF THE WEST INDIES GLOBAL CAMPUS
08.2023
Certificate Advanced Management Training -
UDEMY
08.2023
Certificate Communication and Social Skills -
UDEMY
08.2023
Certificate The Complete Management Skills Certification Course -
UDEMY
04.2014
Executive Certificate Course Electrical Installation and Regulation -
UNIVERSITY OF TECHNOLOGY JAMAICA
07.2004
High School Diploma -
EXCELSIOR HIGH SCHOOL
06.2004
Skills
- EXCEL/POWERPOINT
- MICROSOFT WORD
- ATTENTION TO DETAILS
- ANALYTICAL AND PROBLEM SOLVING
- TECHNICAL & TECHNOLOGICAL SKILLS
- CUSTOMER SERVICE
- COLLABORATION AND TEAMWORK
- PREVENTIVE MAINTENANCE
- EQUIPMENT INSPECTION
- REPAIR AUDITING
- DATA COLLECTION
- FAULT DIAGNOSIS
- QUALITY ASSURANCE
- EQUIPMENT INSTALLATION
- SERVICE RECORDS MANAGEMENT
- INVENTORY MANAGEMENT
- TEAM SUPERVISION
References
Available upon request.
Timeline
Field Service Technician 3 (Acting FS Supervisor)
IGT LIMITED
10.2012 - 02.2024
Sales And Delivery Representative
VC'S ELECTRICAL DEPOT
01.2009 - 06.2012
Senior Customer Service Representative
CMP HOME & OFFICE LIMITED
03.2005 - 06.2008
Bachelor of Science - Networking With Cybersecurity
UNIVERSITY OF THE COMMONWEALTH CARIBBEAN (UCC)
Executive Certificate - Supervisory Management
The University of The West Indies
Certificate - HR Fundamentals For A Career in Human Resources
Udemy
Executive Certificate Supervisory Management -
THE UNIVERSITY OF THE WEST INDIES GLOBAL CAMPUS
Certificate Advanced Management Training -
UDEMY
Certificate Communication and Social Skills -
UDEMY
Certificate The Complete Management Skills Certification Course -
UDEMY
Executive Certificate Course Electrical Installation and Regulation -
UNIVERSITY OF TECHNOLOGY JAMAICA
High School Diploma -
EXCELSIOR HIGH SCHOOL