Jameelah Harris
Tulsa,OK
Summary
Dynamic Lead CSR with a proven track record at Alorica in elevating customer service standards through effective complaint resolution and empathy. Excelled in coaching teams and implementing policies, showcasing leadership and creative problem-solving skills. Achieved significant improvements in customer satisfaction, leveraging multi-task management and retail sales expertise.
Overview
10
10
years of professional experience
Work History
Lead CSR
iSmile Solutions
Tulsa, OK
04.2022 - Current
- Handled escalated customer complaints with professionalism and empathy.
- Assisted in the development and implementation of customer service policies and procedures.
- Ensured compliance with applicable regulations while delivering excellent customer service.
- Coached team members on various aspects related to their roles such as soft skills training, sales techniques.
- Drafted comprehensive reports outlining team's progress towards achieving goals.
- Trained new customer service representatives on company policies and procedures.
CSR
Dynata
Tulsa, OK
06.2019 - 01.2022
- Maintained up-to-date knowledge of company products and services.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Participated in team meetings or training sessions when necessary.
- Processed customer account changes with proprietary software.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained records of customer interactions, transactions, comments and complaints.
Customer Service Representative
Alorica
Tulsa, OK
07.2014 - 06.2019
- Developed strong customer relationships to encourage repeat business.
- Worked with cross-functional teams to achieve goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered customer inquiries via phone, email, and chat.
Education
Tulsa Community College
Tulsa, OKSkills
- Account updating
- Complaint resolution
- Scheduling
- Route management
- Senior leadership support
- Positive and professional
- Creative problem solving
- Multi-task management
- Retail sales customer service
Timeline
Lead CSR
iSmile Solutions
04.2022 - Current
CSR
Dynata
06.2019 - 01.2022
Customer Service Representative
Alorica
07.2014 - 06.2019
Tulsa Community College
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