Davianna Harper
Phoenix,AZ
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
State of Arizona
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative Team Lead
ASM America
12.2021 - 02.2024
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Improved overall call center performance with effective coaching and feedback to team members.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Customer Service Representative
Bank of America
05.2017 - 12.2021
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Maintained detailed records of customer interactions, tracking concerns and resolutions.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
Education
High School Diploma -
Estrella High School
Avondale, AZ05-2015
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Live chat support
- Building rapport
- Refund management
- Call escalation
- Tracking complaints
Timeline
Customer Service Representative
State of Arizona
02.2024 - Current
Customer Service Representative Team Lead
ASM America
12.2021 - 02.2024
Customer Service Representative
Bank of America
05.2017 - 12.2021
High School Diploma -
Estrella High School
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