Niyah Harris
Wesley Chapel
Summary
Customer service professional guiding team performance toward Customer Service Team Lead responsibilities in all settings. Supports daily service standards, shares updates on company changes, and helps organize staffing schedules for a 10-12 agent team. Strengthens customer satisfaction by reinforcing consistent communication, training support, and dependable follow-through.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Retention Specialist
SimpliSafe
Richmond, VA
01.2023 - 01.2026
- Handled 20-25 customer interactions per day while resolving questions promptly and maintaining service quality.
- Maintained accurate customer records in Microsoft Excel and Microsoft Word, including names, addresses, phone numbers, credit card details, and product sales.
- Supported monthly retention goals through timely follow-up, escalation handling, and customer retention strategy.
- Resolved sales, billing, and account inquiries with clear communication and conflict resolution.
Sales Associate
Michael Khors
Richmond, VA
02.2017 - 01.2019
- Assisted customers with product questions, purchases, and follow-up support throughout each shift.
- Maintained a welcoming sales floor while responding to customer needs and store requests promptly.
- Handled customer concerns professionally and redirected complex issues to the appropriate contact when needed.
- Supported account management tasks by tracking customer preferences and updating records accurately.
- Maintained monthly sales goals
Senior Agent
Capital One
Chester, VA
08.2022 - 01.2019
- Trained 5–7 new team members each month on customer service processes and company updates.
- Supported a team of 10–12 agents by communicating policy changes and maintaining accurate team updates.
- Answered collections calls, maintained monthly goals, and delivered consistent customer service.
- Created weekly schedules for the team using strong time management and scheduling coordination.
- Provided customer service that supported customer satisfaction and steady retention.
- Handled team questions and escalations while adapting quickly to company changes.
- Applied Microsoft Word and Microsoft Excel to organize updates, schedules, and team communication.
Education
Lloyd C Bird - undefined
Lloyd C Bird
Chester, VA06.2016
Virginia State University - Business
Virginia State University
Petersburg, VASkills
- Customer service
- Conflict resolution
- Escalation handling
- Customer relationship management
- Account management
- Microsoft Word
- Microsoft Excel
- Scheduling
- Time management
- Team supervision
- Customer retention strategy
Certification
Financial Literacy
Timeline
Retention Specialist
SimpliSafe
01.2023 - 01.2026
Senior Agent
Capital One
08.2022 - 01.2019
Sales Associate
Michael Khors
02.2017 - 01.2019
Virginia State University - Business
Virginia State University
Lloyd C Bird - undefined
Lloyd C Bird