LaShantae Harris

• Provided individualized support to clients in behavioral and emotional regulation.
• Implemented personalized intervention strategies to enhance client engagement and progress.
• Enhanced communication between families and service providers through regular updates and feedback sessions.
• Supervised client family visitations to ensure safety and court orders were followed.
• Quickly identified problematic changes in patient behavior and progress by closely monitoring clients and keeping detailed records.
• Implemented safety protocols during transport operations, contributing to a secure travel environment for clients.

• Manage sales advocates successfully through proactive communication and positive feedback,
• Manage inventory control, cash control, and store opening and closing procedures.
• Manage store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Foster fun learning environment which encourages continual improvements.
• Coach sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Train new employees on proper protocols and customer service standards.
• Schedule employees for shifts, taking into account customer traffic and employee strengths.
• Assist with hiring, training and mentoring new staff members.
• Identify individual development needs in order to close gaps.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.

Assistant Call Center Manager (2018 - 2019)

• Established and oversaw performance targets for call center associates.
• Coached and provided training to new supervisors in order to maintain high performance.
• Oversaw performance for shift of 90-100 agents.
• Developed objections for call center's day-to-day activities.
• Conducted effective resource planning to maximize productivity of resources (people, technology etc.)
• Collected and analyzed call-center statistics (sales rates, costs, customer service metrics etc.)
• Evaluated performance with key metrics (accuracy, call-waiting time etc.)
• Developed quality employees within call center to take over leadership positions.
• Shared best practices for sales and customer service with other team members to help improve call center's efficiency.
• Helped drive sales goals and achieve monthly quotas.
• Maintain fun and professional work environment for supervisors and agents.
• Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.

Supervisor (2015 - 2018)

• Provide motivation to agents as well as my peers.
• Promptly respond to inquiries and requests from higher management and agents.
• Evaluate reports on daily basis.
• Provide accurate, specific and timely performance feedback to representatives and management.
• Identify individual development needs in order to close gaps.
• Maintain up-to-date knowledge of product and service changes.
• Assume ownership over team productivity and manage work flow to meet or exceed goals.
• Adhere to all confidentiality requirements at all times.
• Provide incentives to increase productivity by offering employees awards for meeting goals for sales.
• Foster environment which encourages continual process improvements.
• Burst calls in order to skill agents up on sales behaviors.
• Demonstrate coaching tactics in order to coach and develop agents by providing positive, constructive, and/or corrective feedback.
• Create and upload documentation into agents CCMS.
• Complete Supervisor end of day packets to assistance call center manager and call center manager.
• Remain positive and motivated to help improve overall call center productivity.

Floor Walker (2013 - 2015)

• Provided assistance to customer service representatives in order to reduce resolution time and improve
  customer satisfaction rates.
• Handled escalations from customer service representative in order to provide customers with an
  resolution.
• Acted professionally and patiently when addressing negative customer feedback.
• Addressed and resolved customer product complaints empathetically and professionally.
• Accurately documented, researched and resolved customer service issues.
• Defused volatile customer situations calmly and courteously.
• Resolved service, pricing and basic technical problems for customers by asking clear and specific
  questions.

Customer Service Representative (2010 - 2013)

• Handled customer calls effectively and efficiently in complex, fast-paced and challenging call center
  environment.
• Adhered to company's policies while working with high volume of sensitive customer information
• Entered data from customers information into various software programs.
• Participated in additional training courses to better prepare me to perform customer service functions at expert level
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Received multiple positive reviews which acknowledged dedication to excellent customer service.
• Provided customers with important details about billing, payment processing and support procedures and requirements.
• Asked open-ended questions to assess customer needs.