LUCIANCE HARPER
Baltimore,MD
Summary
Results-driven professional with 9 years of customer service experience, excelling in resolving complex inquiries and enhancing customer engagement. Notable achievements include the creation of effective standard operating procedures (SOPs) and successful complaint resolution, utilizing advanced CRM software to elevate service delivery. Core competencies include multichannel communication and team collaboration, aimed at driving customer satisfaction in a Remote Customer Service Representative role.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Board Member
Safe Green Transit Corporation
06.2024 - Current
- Dedicated to creating a safer, more efficient commute for students by reducing traffic and pollution and enhanced safety
Operations Agent
Mr. Tims
01.2015 - Current
- Efficiently handled billing and account questions across phone, email, and live chat platforms.
- Managed interactions with various vendors to guarantee timely resolution of customer issues.
- Established and updated resource materials offering clear solutions for typical customer queries.
- Achieved successful completion of Salesforce Sales Operation course within four weeks.
- Provide real-time support to colleagues and underperforming agents through Microsoft Teams.
Customer Service Specialist/Trainer
Zum Transportation
06.2022 - 09.2024
- Resolved customer queries, working across departments to devise solutions (or responses) in an apt way
- Introduced a self-service, which enabled tandem assistance for my team only, and increased productivity by nearly 25%
- Strategized and communicated new processing solutions to address challenging client problems, increasing client engagement rates
- Followed up with clients, as necessary, to ensure their needs were met
- Developed Standard Operating Procedures (SOPs) to help provide quick responses to FAQs or issues
Transportation Coordinator/Driver
Blue Horizon
Elkridge, Maryland
09.2018 - 06.2020
- Managed a high volume of inbound customer inquiries across various communication channels, ensuring timely and effective responses
- Coordinated with multiple departments to resolve complex customer complaints, minimizing the need for further escalation
- Maintained a record for the lowest number of required escalations within the customer service department
- Conducted needs analysis and presented tailored options to customers, aiding in informed decision-making
- Update our internal databases with information about technical issues and useful discussions with customers
Behavior Specialist
Community Solutions, Inc.
Towson, MD
10.2015 - 12.2018
- Developed social skills instruction plans for students who exhibit difficulty developing appropriate peer relationships.
- Assisted in the training of school personnel in effective classroom management techniques and behavior modification strategies.
- Provided crisis intervention services when needed.
- Created positive learning environments by utilizing evidence-based practices such as Positive Behavior Interventions and Supports.
- Implemented de-escalation protocols when necessary to help keep students safe while managing their challenging behaviors.
Education
Associate of Arts and Sciences - Sociology
Community College of Baltimore County
Catonsville, Maryland12.2016
Skills
- CRM software
- Customer Order Management
- Complaint resolution
- SOP Creation
- Analytical Problem Solving
- Diverse Communication Channels
- Team Collaboration
- CRM software knowledge
- Customer Relations
- Microsoft Office Proficiency
Certification
Commercial Driver's License. Class B, Department of Transportation, 2021
Customsection
Board Member, Safe Green Transit Corporation, 06/01/24, current, Dedicated to creating a safer, more efficient commute for students by reducing traffic and pollution and enhanced safety.
Timeline
Board Member
Safe Green Transit Corporation
06.2024 - Current
Customer Service Specialist/Trainer
Zum Transportation
06.2022 - 09.2024
Transportation Coordinator/Driver
Blue Horizon
09.2018 - 06.2020
Behavior Specialist
Community Solutions, Inc.
10.2015 - 12.2018
Operations Agent
Mr. Tims
01.2015 - Current
Commercial Driver's License. Class B, Department of Transportation, 2021
Associate of Arts and Sciences - Sociology
Community College of Baltimore County
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