Summary
Overview
Work History
Education
Skills
Timeline
Generic

Janice L. Harris

Blue Island,IL

Summary

I am a customer service expert with over 20 years of experience in delivering exceptional client support by actively listening and understanding the clients' needs, resulting in effective and satisfactory solutions.

Overview

18
18
years of professional experience

Work History

Freight (Detentions Team)

Uber-COE
Chicago, IL
10.2020 - 10.2022
  • Supported freight operations by making informed decisions on detention compensation according to policy expectations.
  • Identified and escalated common issues requiring specific support from internal departments.
  • Collaborated with stakeholders to uphold processes and ensure adherence to policies.

Email Support (Freight - Inbound)

Uber-COE
Chicago, IL
01.2020 - 10.2020
  • Developed and implemented Service Order Provisioning (SOP) process for email support environment.
  • Resolved carrier loads, payments, and account issues through effective email communication.
  • Managed average of 22 inbound emails per hour to address inquiries from carriers, customers, and partners.
  • Identified and escalated recurring issues to specialized support teams within internal hierarchy.
  • Collaborated with cross-functional teams to meet organizational goals.

Customer Service Representative (Drivers Escalations)

Uber-COE
Chicago, IL
10.2018 - 12.2019
  • Resolved account and payment issues to ensure quality support for Uber drivers.
  • Collaborated with teams to optimize customer service processes.
  • Accurately documented issue resolutions in ticketing system.
  • Answered four to six inbound calls hourly, addressing carrier partner issues.
  • Escalated recurring issues to appropriate internal departments for specialized support.

Customer Service Representative (Freight Inbound)

Uber-COE
Chicago, IL
10.2018 - 05.2019
  • Ensured quality support for carrier partners during overnight shifts by addressing concerns effectively.
  • Documented customer interactions in support systems for future reference and follow-up.
  • Ensured compliance with company guidelines during all customer interactions and engagements.
  • Checked shipping appointments, calculated detention amounts accurately, and processed lumper fees for truckers.
  • Resolved issues for carrier partners by answering six to eight inbound calls per hour.
  • Identified and escalated recurring issues needing specialized support from internal departments.

Virtual Customer Service Specialist

J Quad Solutions
Blue Island, IL
10.2014 - 10.2018
  • Delivered quality customer service remotely for clients, including Disney Dining and Home Depot.
  • Managed high call volume by addressing inquiries and guiding customers through processes.
  • Facilitated reservations while ensuring accurate account records were maintained.
  • Processed customer payments and issued refunds to uphold financial accuracy.

Telecommunications Specialist

AT&T
Chicago, IL
03.2005 - 04.2014
  • Installed and maintained hardware and software for telecommunications systems.
  • Performed preventive maintenance and recovery procedures to ensure system reliability.
  • Analyzed system performance metrics to identify areas for improvement.
  • Diagnosed network and device issues, implementing effective technical solutions.
  • Identified business and technical requirements for system modifications and technology acquisitions.
  • Tested and evaluated hardware and software for efficiency and compatibility with existing systems.

Education

Bachelor of Science - Technical Management - Concentration in Accounting

DeVry University
Tinley Park, IL

Skills

  • Microsoft Office proficiency
  • Email support management
  • Detention policy compliance
  • Google Drive expertise
  • Zendesk knowledge
  • Bliss familiarity
  • TextExpander skills
  • Independent and dependent work
  • Accuracy in tasks
  • Analytical thinking
  • Problem-solving abilities
  • Time management strategies
  • Organizational skills

Timeline

Freight (Detentions Team)

Uber-COE
10.2020 - 10.2022

Email Support (Freight - Inbound)

Uber-COE
01.2020 - 10.2020

Customer Service Representative (Drivers Escalations)

Uber-COE
10.2018 - 12.2019

Customer Service Representative (Freight Inbound)

Uber-COE
10.2018 - 05.2019

Virtual Customer Service Specialist

J Quad Solutions
10.2014 - 10.2018

Telecommunications Specialist

AT&T
03.2005 - 04.2014

Bachelor of Science - Technical Management - Concentration in Accounting

DeVry University

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