Deontae Harris

• Guided agents in effectively handling ticket tasks and resolving customer issues.
• Contacted customers to gather missing information and followed up on claim investigations, analyzing error reports to improve resolution accuracy.
• Identifying, analyzing, and correcting billing or service plan errors across multiple backend systems.
• Researched and fulfilled unique customer needs, addressing seasonal service plans and bereavement-related requests.
• Use de-escalation techniques to remain composed during challenging interactions.

Resolved customer issues and complaints with a focus on efficiency and effectiveness.

• Guided customers in resolving mobile connectivity, software glitches, network settings, and hardware issues over the phone.
• Assisted with new phone activations and SIM provisioning.
• Displayed a positive and professional attitude during all customer interactions.
• Participate in training and development programs to improve customer service skills and knowledge.
• Improved knowledge of products and services while consistently meeting performance targets for call volume and resolution time.
• Embraced new technologies and processes to enhance operational efficiency.

• Led team in delivering exceptional customer service experiences.
• Motivating the team to achieve high standards and KPI targets.
• Mentoring and training up junior and new staff.
• Monitored performance metrics and provided feedback for improvement.
• Encouraged team morale by actively praising team members and promoting a supportive workplace culture.
• Resolved customer issues and complaints to enhance satisfaction.
• Handled and resolved raised problems to maintain service quality.
• Displayed a consistently positive and professional demeanor while interacting with customers and colleagues.