Ja’Kerria Harrison
Starkville,MS
Summary
Customer service and technical support specialist with 5+ years of experience in Tier 1/Tier 2 roles at major BPOs (TTEC, Concentrix) and in the healthcare industry (UnitedHealthcare). Proven track record of handling escalations, improving processes, and delivering high customer satisfaction. Skilled in troubleshooting, SOP documentation, and using CRM/ticketing systems.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
United Healthcare
Remote
12.2024 - 11.2025
- Handled inbound member calls, resolving complex issues related to coverage, claims, and billing.
- Escalated Tier 1 issues and provided second-level support to resolve within SLA.
- Developed and updated internal process guides and SOPs to improve first-contact resolution by 15%.
- Provided feedback to leadership on call trends and recurring issues, driving improvements in member experience.
- Utilized CRM systems to track, document, and follow up on cases, achieving a 95% case closure rate.
Sales Specialist
Concentrix
Remote
08.2023 - 09.2024
- Developed product knowledge to assist customers with inquiries and recommendations.
- Managed customer accounts, ensuring accurate order processing and timely follow-ups.
- Utilized CRM software to track sales activities and maintain client relationships effectively.
- Collaborated with team members to optimize sales strategies and enhance customer satisfaction.
Technical Support Agent
Transcom
Remote
07.2022 - 06.2023
- Supported customers with technical issues for software and hardware via phone and chat.
- Diagnosed and resolved escalated Tier 1 tickets; escalated more complex cases to specialized teams as needed.
- Logged detailed troubleshooting steps and used internal tracking systems to monitor open tickets.
- Trained new hires on support procedures, call handling, and escalation best practices.
Customer Experience Agent
TTEC
Remote
12.2020 - 05.2022
- Responded to high-volume inbound calls (average 120+ per day), assisting customers with product inquiries, troubleshooting, and billing.
- Consistently exceeded quality metrics and customer satisfaction targets.
- Documented customer interactions in the CRM system; collaborated with supervisors to refine FAQs and improve response flows.
- Provided feedback to workforce management on scheduling issues, contributing to a 10% reduction in hold times.
Education
High School Diploma -
Louisville High School
Louisville, MS05.2018
Skills
- Active listening
- Critical thinking
- Data entry
- Tier 2 Support
- Empathy
- Technical Troubleshooting
- Ticketing Systems (eg, Zendesk, ServiceNow)
- Handle high volume inbound calls, chats, and emails
- Problem resolution
Timeline
Customer Service Representative
United Healthcare
12.2024 - 11.2025
Sales Specialist
Concentrix
08.2023 - 09.2024
Technical Support Agent
Transcom
07.2022 - 06.2023
Customer Experience Agent
TTEC
12.2020 - 05.2022
High School Diploma -
Louisville High School