Raelyn Harris
Magnolia,Ar
Summary
Results-driven, self-motivated, and adaptable Resolution Specialist/Ambassador/MA SME with over five years of experience resolving customer complaints, managing multiple client accounts, helping with creating company workflows and managing a team. Possess strong interpersonal, superb communication skills, excellent problem-solving skills, and a significant ability to lead and manage a team of people. Focused on building fantastic customer relationships, working to identify their needs, quickly resolve issues, and making sure business needs are met. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems.
Overview
12
12
years of professional experience
Work History
Resolution Specialist II/ Ambassador/ MA SME
Sam's Club
07.2023 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Promoted good member relations and premier member satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted member to create welcoming atmosphere.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Collaborated with subject matter experts to create accurate training content.
- Utilized active listening skills to identify members needs and provide appropriate solutions.
Call Center Supervisor
People’s Bank
05.2021 - 05.2023
- Responsible for managing 45+ accounts in the financial industry while ensuring quality service
- Lead the renewal and expansion efforts for customer portfolio which resulted in a 39% increase in monthly revenue
- Reduced churn and increased annual retention rates, maximizing clients' success with company product
- Develops and improves the capabilities of the customer success team over the course of my employment
- Performs client onboarding and continued communication through the client lifecycle
- Devolves processes and systems to ensure client satisfaction with People’s Bank
- Promptly respond to customer inquiries in person or via phone, email, mail, or social media
- Focused on partnering with customers to ensure satisfaction and retention
- Maintain financial accounts by processing customer adjustments timely and professionally
- Increased customer base by 15% during the year 2021 due to the delivery of quick reliable service
- Trains 8 employees during a period of company expansion to ensure attention to detail and adherence to company policy
- Strong ability to interpret and follow SOP’s and assist with providing guidance on the development of SOP’s, and provide SOP process improvement considerations for the Bank.
Administrative Specialist III
UAMS KIDS
10.2015 - 05.2021
- Maintains accurate records of clients, and improves upon clientele experience, ensuring retention
- Received 97% satisfaction rating from customers after completed phone or video calls
- Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers
- Manage customer relationships and become a trusted advisor for the customer
- Worked to ensure customer satisfaction with the product by anticipating customer needs, understanding the overall vision of their company, and helping stakeholders achieve success through the platform
- Kept records of customer interactions, processed customer accounts, and file documents
- Collaborated with the team to quickly resolve customer complaints with the appropriate action
- Opened, sorted, and distributed incoming messages and correspondence
- Purchased and maintained office supply inventories while being careful to adhere to budgeting practices
- Effectively managed approximately 100 incoming calls daily.
Customer Service Assistant
Walmart INC.
05.2012 - 09.2015
- Used strong communication skills to collaborate with team members to ensure efficient service
- Managed customer relationships, guided strategic planning sessions, facilitated client training, and led proactive check-ins and business reviews
- Typed documents such as correspondence, drafts, memos, and emails, and prepared 3 reports weekly
- Proven track record of consistently exceeding objectives; self-motivated and driven by results
- Processed orders, determined charges, and oversaw billing and payments
- Answered upwards of 40 phone calls daily, taking detailed messages
- Arranged appointments and ensured executives arrived at meetings with clients on time
- Confer with customers by telephone, in-person, email or text to provide information about products or services, enter orders, cancel accounts, and obtain details of complaints to resolve in the future
- Experienced in customer support software, thereby increasing response time and resolving issues by 30%.
Education
Associate’s Degree -
Southern Arkansas University
Magnolia, AR05.2012
Skills
- Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides)
- Skilled in Project Management software such as Trello/Slack
- Experienced in Client Relationship Management (CRM)
- Excellent communication skills with a focus on team-building and customer relations
- Outstanding organizational, multitasking, and problem-solving abilities
- Proficient in creating SOP’s and optimizing and automating client and employee onboarding systems and processes
- De-Escalation Techniques
- Assertiveness
- Conflict resolution skills
- Document Preparation
- Reliability
- Active Listening
- Adaptability and Flexibility
- Self Motivation
- Interpersonal Skills
Awards
- Outstanding Employee-UAMS KIDS, Dec 2018 & May 2019, Congratulated by supervisor for exemplary work ethic, ensuring company profits and profits
- Outstanding Customer Service Award – People’s Bank, May 2022, Recognized for outstanding service to clients and dedication to fellow employees. Recognized and promoted for outstanding initiative and service, thereby increasing revenue.
Timeline
Resolution Specialist II/ Ambassador/ MA SME
Sam's Club
07.2023 - Current
Call Center Supervisor
People’s Bank
05.2021 - 05.2023
Administrative Specialist III
UAMS KIDS
10.2015 - 05.2021
Customer Service Assistant
Walmart INC.
05.2012 - 09.2015
Associate’s Degree -
Southern Arkansas University