Patricia Harris
Greenville,SC
Summary
Experienced Technical Specialist with 17 years supporting wireless device activation, SIM provisioning, and network diagnostics. Known for resolving customer issues quickly, documenting cases in CRM systems, and delivering clear, confident support.
Overview
27
27
years of professional experience
Work History
Technical Specialist
Verizon Wireless
Greenville, South Carolina
06.2006 - 08.2023
- Resolved Verizon Wireless device and network problems for customer accounts.
- Provided technical assistance to clients by troubleshooting system problems.
- Diagnosed and resolved malfunctions in equipment and systems. Diagnosed issues for equipment and components.
- Performed troubleshooting activities to identify the root cause of system issues.
- Troubleshot and resolved problems with programs and systems.
- Escalated complex technical issues to network and support teams.
- Monitored performance of computer systems and networks to ensure proper operation.
- Clarified troubleshooting steps in straightforward, customer-friendly terms to enhance user comprehension.
- Guided customers through billing, plan, and activation inquiries to ensure understanding and satisfaction.
- Updated account settings and service changes with accuracy.
- Supported store staff with product knowledge and technical guidance.
- Collaborated with product teams to enhance user experience. to provide feedback and insights on user experience improvements.
- Managed client expectations through clear communication of technical limitations and project timelines.
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Sales Associate
Dillards Department Store
Greenville, South Carolina
09.2007 - 02.2010
- Guided shoppers in selecting apparel, accessories, and department store merchandise to enhance their shopping experience.
- Welcomed customers upon entry to create a friendly atmosphere. and delivered friendly support on sales floor.
- Executed transactions for purchases, returns, and exchanges efficiently at point of sale to ensure customer satisfaction.
- Restocked displays and kept sales racks organized and appealing.
- Responded to customer inquiries with product knowledge and store policies to provide clear and accurate information.
- Supported fitting room needs and retrieved merchandise for shoppers.
- Worked with Dillard's teams to maintain department presentation standards.
- Handled special orders and followed up on customer requests.
- Helped customers find specific items, answered questions, and offered product advice.
- Performed cashier duties, including accepting payments, issuing receipts, and counting back change.
- Handled customer complaints in a professional manner.
- Worked with fellow sales team members to meet group targets.
- Assisted customers with product selection, sizing, and styling.
- Provided accurate information about products, prices, and services.
- Restocked shelves to support inventory levels.
- Built strong relationships with peers and upper management to support team success.
- Kept current knowledge of store merchandise and policies.
- Sold products by explaining key features and proper use.
- Processed transactions through point-of-sale system.
- Arranged new merchandise with signage and attractive displays to move overstock items.
- Upsold additional items based on customer interests and needs.
- Attended weekly team meetings to review performance goals and objectives.
- Followed company initiatives and met established goals.
- Tracked sales performance metrics to identify marketplace trends.
- Processed returns, exchanges, and refunds according to company policies.
- Opened and closed cash registers by counting money, separating charge slips, and balancing drawers.
- Placed special orders and contacted other stores to locate desired items.
- Prepared customer purchases by bagging and packaging items efficiently. purchases and wrapped gifts.
- Maintained sales records for store management.
Operations Supervisor
TeleTech Holdings
Greenville, South Carolina
03.1996 - 04.2006
- Tracked call queues and adjusted staffing to achieve service level targets.
- Managed daily operations by coordinating staff schedules, assigning tasks, and monitoring progress.
- Reviewed workflow gaps and implemented improvements to enhance operational efficiency.
- Balanced scheduling and staffing to control labor costs while meeting operational demand.
- Arranged breaks, schedules, and workflow coverage for operations staff.
- Followed workplace safety regulations across daily operations.
- Resolved customer complaints promptly to support customer satisfaction.
- Built strong customer relationships through quality service.
- Prepared operational performance reports and presented updates to the management team.
- Planned peak-season operations to support scalability and adaptability.
- Supported Teletech customer care agents during daily call center operations.
Education
Associate of Science - Computer Information Systems
Greenville Technical College
Greenville, SC06-1995
Skills
- Wireless troubleshooting
- Network diagnostics
- Device setup
- SIM provisioning
- CRM ticketing
- Technical documentation
- Customer support
Timeline
Sales Associate
Dillards Department Store
09.2007 - 02.2010
Technical Specialist
Verizon Wireless
06.2006 - 08.2023
Operations Supervisor
TeleTech Holdings
03.1996 - 04.2006
Associate of Science - Computer Information Systems
Greenville Technical College