Jaila Harris
Cypress,TX
Summary
I strive for excellent customer service at all times and remedy any issues that may occur amongst the way. I benefit from working successfully as a team player and a leader when needed. I aim to grow in a company to establish my fullest potential when providing phenomenal customer service. Multifaceted with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Sitel
07.2023 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
Shift Lead Supervisor
Cvs
12.2000 - 07.2023
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Promoted a positive work environment through open communication and effective conflict resolution strategies.
- Conducted regular inventory checks, maintaining optimal stock levels to meet customer demand without excess waste or surplus.
Package Handler
Amazon Warehouse
06.2019 - 09.2020
- Efficiently located packages and sorted them to their delivery route
- Ensured packages I handled met the 'customer promised' delivery times
- Audited truck loads that delivered packages to be sorted
- Performed all duties in accordance with company policies & guidelines.
Lead Customer Service Representative & Document Processor
GC Services
07.2018 - 06.2019
- Handled service & billing requests
- Utilized various GC Services software packages
- Provided efficient & effective customer service to all clients
- Advised customers regarding concerns with tracking of packages
- Worked alongside management to track and process needed documents for the company and the clients
- Organized electronic files
- Retrieved archived materials upon request
- Completed multiple team projects and objectives when working with new company clients.
Education
Paul Mitchell Cosmetology School
06.2020
Oakleaf High School
06.2018
Skills
- Administrative work
- Customer service
- Public speaking
- Account management
- Project management
- Proficient in Microsoft Suite
- Efficient in multiple software programs
- Work Prioritization
- Complaint Handling
Certification
- Adobe Certified Expert (ACE) – Adobe Systems Incorporated
Timeline
Lead Customer Service Representative
Sitel
07.2023 - Current
Package Handler
Amazon Warehouse
06.2019 - 09.2020
Lead Customer Service Representative & Document Processor
GC Services
07.2018 - 06.2019
Shift Lead Supervisor
Cvs
12.2000 - 07.2023
Paul Mitchell Cosmetology School
Oakleaf High School