Dontrice Harris
Montgomery,AL
Summary
Motivated and customer-focused professional with 8 years of experience seeking a remote customer service position. Offering excellent interpersonal skills, a strong problem-solving ability, and a proven track record of delivering exceptional customer experiences. Committed to providing efficient and effective support to customers while maintaining a high level of professionalism. Proficient in utilizing various customer service platforms and tools, including CRM Software, Zen desk, Salesforce. Strong Communication skills, with the ability to actively listen, empathize, and provide clear and concise information. Detail-oriented and organized, with the ability to multitask and prioritize task in a fast-paced remote enviroment.
Overview
9
9
years of professional experience
Work History
Data Analyst
SYKES
07.2019 - Current
- Responded to customer inquiries via phone, email, and live chat, achieving a 15% increase in first-contact issue resolution.
- Addressed and resolved customer complaints, resulting in a 20% improvement in customer satisfaction ratings.
- Utilized CRM system to document customer interactions, contributing to a 25% reduction in follow up inquiries.
- Collaborated with cross-functional teams to escalate and resolve complex customer issues, exceeding the average resolution time by 30%.
Customer Service Representative
Concentrix
01.2017 - 06.2019
- Assisted customers with product inquiries, order placements, and billing inquiries, consistently meeting and exceeding daily call quotas.
- Maintained a positive and helpful demeanor while handling high call volume of customer interactions, achieving a 95% customer satisfaction rate.
- Resolved customer issues and complaints, resulting in a 25% decrease in escalated cases.
- Provided primary customer support to internal and external customers.
Technical Support Advisor
Apple
08.2014 - 01.2017
- Assisted customers with technical troubleshooting, achieving a 20% reduction in average call handling time.
- Implemented a proactive approach to customer support, resulting in a 15% increase in customer self-sufficiency and a 30% reduction in support requests.
- Conducted product demonstrations and training sessions, contributing to a 20% increase in customer product knowledge.
- Communicated project status to stakeholders, authoring reports to provide up-to-date overviews of ongoing progress.
Education
High School Diploma -
James Madison High School
Norcross, GA08.2012
Skills
- Excellent verbal and written communication skills
- Proficient in using customer service platforms and tools
- Strong problem-solving and decision-making abilities
- Ability to work independently and efficiently in a remote environment
- Data Quality Assurance Processes and Client Meeting
- Great Customer Service and Conflict Resolution
- Account Management and Order Fulfillment
- Credit Card and Payment Processing
- Managing Multiple Tasks
- Typing Proficiency
- Technical Support
- Project Management
Timeline
Data Analyst
SYKES
07.2019 - Current
Customer Service Representative
Concentrix
01.2017 - 06.2019
Technical Support Advisor
Apple
08.2014 - 01.2017
High School Diploma -
James Madison High School