Lloyd Harris
Katy,Texas
Summary
To return to the workforce and use my skills (technical, analytical, leadership, development, customer service) in a company where I can achieve my corporate goals in a challenging environment.
Overview
12
12
years of professional experience
Work History
Call Center Compliance Analyst
Group 1 Automotive
01.2012 - 01.2019
- Monitor and evaluate 100-200 call center interactions between customers and representatives monthly
- Evaluate customer experience during interaction with call center associates
- Provide training and materials on responsibilities and duties of call center agent roles for new hires
- Research customer escalations and complaints
- Review and evaluate interaction for accuracy
- Resolve and/or report findings to upper management for final resolution.
Client Service Analyst
Champion Technologies
01.2011 - 01.2011
- Setup/Terminate Network, Active Directory, SAP, and MS Exchange User Accounts
- Repair hardware and software issues with employee devices (Android, Windows Phone, Blackberry)
- Enter transactions into ticketing system, resolve desktop and laptop concerns via telephone, email, or walk up.
Customer Service Representative
Just Energy
01.2011 - 01.2012
- Managed 75-100 inbound transactions daily
- Transactions include establishing new electric service, transfer of service, inadvertent gains/losses, billing, meter reading, TDSP, and ERCOT issues.
Coordinator-Technical Support I-II
Verizon Wireless
01.2007 - 01.2010
- Provide product knowledge to customers
- Managed 40-75 inbound interactions daily
- Support for all company products including cell phones, PDA's, computer peripherals, diagnose and resolve device/network issues
- Assist all aspects of customer accounts including billing, analysis, up sale, transfer of service, activation, and disconnection.
Education
A+ Certification -
Houston Community College
Houston, Texas12.2014
Academic Diploma -
Charles E. Gorton HS
Yonkers, New York01.1986
Skills
- Risk Assessment
- Compliance Monitoring
- Regulatory understanding
- Project Management
- Compliance understanding
- Corrective Actions
- Investigation tactics
- Internal Auditing
- Business Intelligence
- Corrective action plans
- Performance review
- Compliance Training
- Documentation skills
- Performance Evaluation
- Policy Development
- Conflict Management
- Internal Policy Implementation
- Data Entry
- Compliance Reporting
- Reporting skills
- Critical Thinking
- Due diligence
- Adobe Acrobat
- Research proficiency
- Report Preparation
- Audit Coordination
- Audit Documentation
- Leadership Techniques
- Employee Relations
- Activity monitoring
Timeline
Call Center Compliance Analyst
Group 1 Automotive
01.2012 - 01.2019
Client Service Analyst
Champion Technologies
01.2011 - 01.2011
Customer Service Representative
Just Energy
01.2011 - 01.2012
Coordinator-Technical Support I-II
Verizon Wireless
01.2007 - 01.2010
A+ Certification -
Houston Community College
Academic Diploma -
Charles E. Gorton HS