Le Quania Harris
Katy,TX
Summary
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE TEAM LEAD
ROYAL CARIBBEAN CRUISE LINES HOLDINGS LTD
01.2020 - 01.2023
- Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently
- Creating reports on customer feedback or satisfaction to help improve the customer service experience over time
- Conducting exit interviews with departing customers to learn why they are leaving, with the goal of improving retention rates
- Helping customers by answering questions, resolving problems, and providing information about products and services
- Managing a team of customer service representatives to ensure they are providing excellent service to customers
- Interacting with customers directly to answer questions about products or services
INBOUND/OUTBOUND CSR REMOTE
Telecommunications
01.2017 - 01.2020
- Takes calls from customers answering questions or addressing any concerns they may have
- Handling many inbound and outbound calls to and from customers
- Listening to customers needs or issues
- Providing helpful solutions to their problem
OUTBOUND CSR REMOTE
Conduent
01.2013 - 01.2016
- Handled all delegated tasks, including Customer Care Agent and Advisor
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Demonstrated leadership by making improvements to work processes and newing to train others
- Juggled multiple projects and tasks to ensure right quality and timely delivery
- Answered13 calls per1 hour to assist with customer questions and concerns
- Created agendas and communication materials pfor team meetings
- Prioritized and organized tasks to efficiently accomplish service goals
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
Business Support Specialist
Citizens Bank
07.2010 - 11.2014
- Prepared accurate reports for management review, aiding in informed decision-making processes.
- Enhanced profitability 90% through careful expense management modifications.
- Provided expert support and troubleshooting via telephone and web chat services. May assist in promoting and distributing bank products and services.
- Developed relationships with customers, associates, and vendors to achieve business goals and streamline service experience. Determines target needs and provides resolution.
Education
Associate Of Applied Business - Business
Howard University
Washington DC01.2014
High School Diploma - High School
Dr. Henry A. Wise High School
Washington, DC01.2009
Skills
- Customer Service
- Organization/Prioritization
- Leadership
- Problem Solving
- Microsoft Word
- Data Entry
- Computer Skills/Literacy
- Time Management
- Inbound/Outbound Calls
- Professional telephone demeanor
- Training development aptitude
- Complaint resolution
- Recordkeeping strengths
- Client engagement
- Multi-line phone talent
- Account management
- Creative problem solving
- Escalation handling
- Telephone etiquette
- Performance evaluation
- Data management
- Organization and recordkeeping
- Call center experience
- Technical support
- Administrative support
- Relationship building
- Willingness to learn
- Multitasking and prioritizing
- Time management
- Attention to detail
- Problem-solving abilities
- Reliability
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Customer engagement
- Superior work ethic
- Goal setting and achievement
Awards
Academic Honor Roll (2004-2009)
Timeline
CUSTOMER SERVICE TEAM LEAD
ROYAL CARIBBEAN CRUISE LINES HOLDINGS LTD
01.2020 - 01.2023
INBOUND/OUTBOUND CSR REMOTE
Telecommunications
01.2017 - 01.2020
OUTBOUND CSR REMOTE
Conduent
01.2013 - 01.2016
Business Support Specialist
Citizens Bank
07.2010 - 11.2014
Associate Of Applied Business - Business
Howard University
High School Diploma - High School
Dr. Henry A. Wise High School
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