Harlee Kramer
Clearwater,FL
Summary
Expert in B2B and B2C customer-focused support and service. Passionate about creating both short and long-lasting relationships for company clients, ensuring sustainability and business growth. Goal-oriented team player with a proven history of reliability, honesty, and conflict resolution. Hard worker and eager to learn.
Overview
4
4
years of professional experience
Work History
Customer Support Manager
State Energy
01.2024 - Current
- Developed and established the company's first customer support department providing top-tier service in alignment with the company's vision and mission
- Collaborate with cross-functional teams, including sales, QA, marketing and dispatch to ensure seamless communication in a start up environment and alignment in addressing customer needs and issues
- Initiated the use of a custom CRM system tailored for solar industry start-ups, enhancing communication between the team and customers, improving response time, and increasing overall team productivity
- Successfully managed and resolved a high volume of escalated customer issues in a timely manner, ensuring customer satisfaction and upholding the company's reputation in a highly competitive market.
Customer Support/Success Manager
Evolution Power
07.2023 - 07.2024
- Oversaw and managed all scheduled consultations between the solar reps and customers, maintaining the hightest level of customer relations.
- Handled all retention and rescheduling of clients.
- Ensure high standards of customer service are maintained, including timely response to inquiries, effective issue resolution, and proactive communication for our hundreds of clients and customers.
- Worked seamlessly between all departments to ensure clients needs are met and maintained in a timely manner.
Customer Support Team Leader
American Solar
01.2021 - 01.2023
- Responsible for building the customer support department from the ground up in a tech startup environment
- Trained and managed a team of 4 employees
- Responsible for maintaining the day to day operations of the department
- Successfully exceeded all business retention goals
- Collaborated with other department leads to maintain company success and troubleshooting issues
- Provided first contact support for all customer discrepancies, hundreds of customers daily
- Worked closely with the R&D department to define and implement systems to support the customer-oriented approach.
Skills
- High end customer service/support
- Efficient problem solving skills
- Team player
- Goal oriented
Websites
References
Phone numbers available upon request:
- Benjamin Weisblatt
- Ken Collier
Timeline
Customer Support Manager
State Energy
01.2024 - Current
Customer Support/Success Manager
Evolution Power
07.2023 - 07.2024
Customer Support Team Leader
American Solar
01.2021 - 01.2023
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