Jamie Harris

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Educated customers on company systems, form completion and access to services.
• Resolved concerns with products or services to help with retention and drive sales.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Answered average of 90 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Achieved high sales percentage with consultative, value-focused customer service approach.

• Completed up to 100 outgoing calls per day according to assigned call list.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Answered multi-line call system with consistent numbers
• Evaluated customer account information to assess current issues and determine potential solutions.
• Explained key information regarding products and services to customers to encourage informed decision-making.
• Documented conversations with customers to track requests, problems and solutions.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Consulted with customers to determine best methods to resolve service and billing issues.

• Warned persons of rule infractions or violations and evicted violators from premises.
• Monitored multiple CCTV feeds to keep close eye on important areas of buildings and grounds.
• Called police and fire departments during emergency situations, administering first aid and CPR until arrival.
• Maintained stamina during long periods of sitting, walking, standing or driving while remaining focused and vigilant.
• Monitored and authorized entrance and departure of employees, visitors and other persons.
• Wrote reports outlining incidents such as theft, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.
• Triaged problems quickly and provided precise and clear information while working under minimum supervision.
• Responded to and thoroughly investigated all reported incidents to protect company assets.
• Analyzed and produced course-of-action reports and escalated issues to management in typical and crisis situations.
• Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.
• Delivered medical aid to individuals in distress to prevent deterioration prior to arrival of paramedics.
• Acted as first-responder for medical emergencies, incoming calls and code red situations prior to arrival of paramedics and law enforcement.
• Collaborated with local law enforcement agencies to support criminal investigations.
• Protected entrances by scanning individuals and bags via manual, wand or x-ray machinery.
• Secured personnel and premises by inspecting buildings, patrolling property and monitoring surveillance cameras.

• Assessed customer needs and upsold products and services to maximize sales.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Educated customers on special pricing opportunities and company offerings.
• Delivered service and support to each customer, paving way for future business opportunities.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Escalated customer concerns, store issues and inventory requirements to supervisors.
• Reviewed account and service histories to identify trends and issues.
• Answered 60+ inbound calls per day and directed to designated individuals or departments.