JaKerria Harrison
Louisville,Mississippi
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Outgoing Wireless Sales Associate offering 3 years of expertise in fast-paced retail environments. Skillful in promoting sales and answering questions regarding calling plans and technology. Committed to maintaining customer satisfaction and achieving sales goals. Solid team player with positive attitude and in-depth knowledge of communications industry.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Alorica
03.2021 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Wireless Specialist
T-ROC
05.2020 - 02.2021
- Monitored infrastructure performance, tracking throughput and latency figures to detect malfunctions.
- Completed statement of work reports to provide correct billing for consultation services.
- Identified opportunities to improve wireless device performance by introducing new hardware or software updates.
- Researched iterative improvements to local wireless and telecom infrastructure, prioritizing clients' business goals.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Accepted and processed payments and purchases for new equipment using POS system.
- Replenished, faced and organized merchandise on shelving.
Customer Service Representative
Sitel
10.2019 - 02.2020
- Handled day-to-day customer contact via phones, faxes and emails.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Production Technician
Marelli
04.2018 - 08.2019
- Promptly documented and reported all defective equipment and hazardous conditions.
- Inspected equipment and systems to identify issues, immediately reporting problems to repair technicians.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Suggested and implemented new ideas to improve quality, reduce cost and support production work environment.
- Improved workflow by reordering supplies to prevent shortages and downtime.
- Established and maintained periodic reports to document unit performance, unit efficiency and outages.
- Used precision test equipment to troubleshoot malfunctions, and inspected parts for excessive wear and other conditions.
Technical Support Representative
Conduent
02.2017 - 04.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Submitted service tickets for equipment maintenance requests.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Handled inbound customer chat conversations from various websites.
Education
Bachelor of Business Administration - Business Administration And Management
Grantham University
Lenexa, KSSkills
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Needs Assessment
- Issue and Complaint Resolution
- Upselling Products and Services
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Customer Account Management
- Customer Data Confidentiality
- Issue and Resolution Tracking
- Hardware Diagnostics
- Collaborative Team Player
- Software Diagnosis
- Tracking and Documentation
- Training Material Development
- Stockroom Upkeep
- Verbal and Written Communication
- Loss Prevention Goals Monitoring
- Product Line Knowledge
- Wireless Accessories Sales
- Mobile Device Sales
- Sales and Promotions
- Meeting Sales Quotas
- Merchandise Receiving and Handling
- Stocking and Replenishing
- Shipping and Receiving
- Lifting and Sorting
- Defect Identification
- Assembly Procedures
- Safety Standards Compliance
- Assembly Line Supervision
- Flexible
- Willingness to Learn
- Great communication skills
- Punctual
- Credit card processing
- Problem-solving
- Leadership
- Data entry
- Empathy
- Technical support
- Account management
- cash drawing
- Typing
- Commission sales
- Fluent speaker
- medical
- medical billing
- manufacturing
Timeline
Customer Service Representative
Alorica
03.2021 - 06.2022
Wireless Specialist
T-ROC
05.2020 - 02.2021
Customer Service Representative
Sitel
10.2019 - 02.2020
Production Technician
Marelli
04.2018 - 08.2019
Technical Support Representative
Conduent
02.2017 - 04.2018
Bachelor of Business Administration - Business Administration And Management
Grantham University
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