Kevon Harris
Grand Prairie
Summary
Dynamic Customer Service Manager with proven expertise in enhancing customer satisfaction and driving process improvements. Skilled in team leadership, decision-making, and conflict resolution, committed to delivering exceptional service.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Walmart
Dallas, TX
01.2018 - Current
- Led customer service team to enhance overall satisfaction and resolve complex issues efficiently.
- Developed training programs for staff to improve product knowledge and service delivery standards.
- Implemented process improvements that reduced response times and streamlined customer inquiries handling.
- Analyzed customer feedback to identify trends, driving changes that enhanced service quality and retention rates.
- Coordinated cross-functional teams to ensure alignment on customer experience strategies and initiatives.
- Mentored new employees, fostering a culture of continuous learning and exceptional service standards.
- Oversaw daily operations, ensuring adherence to company policies while optimizing workflow efficiency.
- Managed escalated customer complaints, applying conflict resolution techniques to restore brand loyalty effectively.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Spectrum Debt Collector
Charter Communications, Time Warner Cable
Coppell, TX
03.2012 - 01.2018
- Managed collection efforts for overdue accounts, ensuring compliance with regulatory guidelines.
- Negotiated payment arrangements with customers, fostering positive relationships while recovering debts.
- Analyzed account data to identify trends and optimize collection strategies for improved efficiency.
- Collaborated with cross-functional teams to resolve disputes and enhance customer satisfaction rates.
- Trained new staff on best practices in debt collection techniques and compliance regulations.
- Developed reporting tools to track progress of collections and monitor team performance metrics.
- Implemented process improvements that reduced average collection time while maintaining quality standards.
- Led initiatives to streamline workflows, resulting in enhanced operational efficiency across the department.
Education
High School Diploma -
Duncanville Highschool
Duncanville, TX05-2012
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Decision-making
- Cash handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
Languages
English
Full Professional
Timeline
Customer Service Manager
Walmart
01.2018 - Current
Spectrum Debt Collector
Charter Communications, Time Warner Cable
03.2012 - 01.2018
High School Diploma -
Duncanville Highschool