Layne C. Harris
Herminie,PA
Summary
Results-driven professional with a proven track record of streamlining operations and fostering team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards. Seeking a leadership role to utilize skills and continue career advancement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Peak Season Supervisor Support (Dow)
Willis Towers Watson
07.2024 - Current
- Conducting and assisting with training for Ongoing, Annual Enrollment and Pension CSRs
- Assisting with Path to Go Live call testing
- Ongoing Live monitoring
- Assisting with adding CSRs to lines of business through Saturn
- Handling inbound and outbound customer service supervisor call escalations
- Assisting in building field guides and presentations for training
- Completing call reviews
- Handling surveys, and IVR reports
- Sending out call coaching's
- IM coaching in all lines of business
CSR 2
Willis Towers Watson
10.2022 - Current
- Assisting with Voicemail and email responses
- Assisting Supervisors with reviewing cases, case response, resolution, and updates
- Handling inbound and outbound customer service calls and escalations
- Managed Pension and health accounts for retiree and active employees
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Enrollment Specialist
Willis Towers Watson
03.2022 - 10.2022
- Taking inbound calls
- Notating accounts for case review and escalation
- Instant message coaching
- Assisting with shadow training and coaching CSRs
- Assisting with customer enrollment and plan design inquiries
Enrollment Specialist (A-line Staffing Temp)
Willis Towers Watson
07.2021 - 03.2022
- Inbound customer service call handling and chat assistance
- Assisting employees with benefits enrollment
- Documenting employee files
Residential Retention Supervisor (Spectrum Cable)
Knoah Solutions
02.2019 - 06.2020
- Liaison between team leads and operations manager
- Taking and resolving supervisor calls
- Assisting agents in coding
- Listening to agent calls and passing on notes for agent coaching
Associate in Training
Colonial Life
04.2019 - 12.2019
- Warm and cold calling leads
- Training
- Following up with leads
Inbound Sales Agent
Hilton Grand Vacations
09.2018 - 03.2019
- Inbound phone sales
- Customer service
- Advising customers on vacation packages and destinations
- Answered phones with friendly greetings to create a positive inbound calling experience for customers.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Education
Associate in Applied Science - Psychology
Borough of Manhattan Community College
New York, NYAssociated in Science - Nursing
Hudson County Community College
Jersey City, NJSkills
- Microsoft Office
- Organizational skills
- Time management
- Presentation skills
- Communication skills
- Working with diverse populations
- Independence
- Training and mentoring
- Customer service
- Goal oriented
- Staff management
- Attention to detail
Certification
- Zeiss Certified
- Nikon certified
- Nevada Food Handler Safety
- Nevada Health and Life Licence, 3451524, expired
Accomplishments
- Phi Theta Kappa, Hudson County Community College, 03/01/07, 08/01/09
- Dean's List, Hudson County Community College, 09/01/06, 08/01/07
Timeline
Peak Season Supervisor Support (Dow)
Willis Towers Watson
07.2024 - Current
CSR 2
Willis Towers Watson
10.2022 - Current
Enrollment Specialist
Willis Towers Watson
03.2022 - 10.2022
Enrollment Specialist (A-line Staffing Temp)
Willis Towers Watson
07.2021 - 03.2022
Associate in Training
Colonial Life
04.2019 - 12.2019
Residential Retention Supervisor (Spectrum Cable)
Knoah Solutions
02.2019 - 06.2020
Inbound Sales Agent
Hilton Grand Vacations
09.2018 - 03.2019
- Zeiss Certified
- Nikon certified
- Nevada Food Handler Safety
- Nevada Health and Life Licence, 3451524, expired
Associate in Applied Science - Psychology
Borough of Manhattan Community College
Associated in Science - Nursing
Hudson County Community College
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