Robin Harris
Richmond,VA
Summary
Seasoned Senior Agent with strong background in customer service and communication. Possess deep knowledge of industry best practices and proven ability to manage complex tasks while ensuring customer satisfaction. Notable for problem-solving skills, adaptability to change, and leadership capabilities which have significantly contributed to previous work success.
Overview
32
32
years of professional experience
Work History
Senior Agent Customer Success Team
Tactacam LLC
08.2022 - Current
- Aided in the development of new hires and provided direction to less experienced employees.
- Monitored call center performance metrics such as average wait time, andabandon rate.
- Analyzed customer feedback data to identify areas of improvement in customer service strategies.
- Provided technical support to customers experiencing difficulties with products or services.
- Resolved escalated customer complaints by providing solutions that were satisfactory to both parties involved.
- Developed strategies for improving customer experience through better communication and problem-solving techniques.
- Collaborated with other departments to ensure timely resolution of customer inquiries and issues.
- Participated in weekly team meetings and provided updates on progress toward goals set by management.
- Maintained a high level of professionalism when interacting with customers via phone, email, or chat.
- Provided coaching feedback to agents on their interactions with customers during call monitoring sessions.
- Handled immediate client inquiries with precision and thoroughness.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
Customer Service Representative
Tactacam LLC
08.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Fraud Investigator
Virginia Employment Commision
Richmond, VA
11.2021 - 08.2022
- Identified patterns of suspicious activity across multiple accounts or transactions.
- Maintained detailed records regarding investigations, including evidence collected and investigative techniques used.
- Reported investigation results through written observations, photographs, and final reports.
- Utilized various tools such as databases, software programs., to analyze large amounts of data quickly.
- Conducted interviews with customers to gather information on suspected cases of fraud.
- Examined financial statements, written documents and audio files that could be used as evidence for fraud cases.
Event Specilist
Advantage Solutions
Richmond, VA
12.2018 - 03.2020
- Communicated with venues and vendors to accomplish event goals and deadlines.
- Coordinated vendors, timelines, and budgets for events.
- Selected décor and event materials fitting clients' requests and vision.
- Attended and participated in industry events.
- Assessed event success and identified improvement areas through client feedback.
- Supervised staff onsite during events, providing guidance when needed.
- Monitored feedback from participants after each event, making adjustments as needed for future events.
Project Manager
Laser Ship
Richmond, VA
01.2010 - 01.2011
- Focused on project monitoring and management by developing forecasts and tracking expenses.
- Forecasted, scheduled, and monitored project timelines, personnel performance, and cost efficiency.
- Created project plans with established timelines, assigned to appropriate teams, and managed workflow throughout construction.
- Led meetings with internal team members, consultants, and contractors.
- Created team objectives and roles, with specific goals outlined for each individual.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Conducted periodic inspections of job sites for quality and progress.
- Built and established strong partnerships with teams, vendors, and contractors.
Training and Development Instructor
Nationwide Insurance Company
Gainesville, FL
05.1993 - 05.1998
- Developed and implemented comprehensive training programs for new employees.
- Conducted detailed assessments of existing personnel to identify areas of improvement and need for further development.
- Designed curriculum, course materials, and instruction plans based on job requirements.
- Monitored theprogress of trainees using various assessment tools such as tests, surveys, andinterviews.
- Provided individual guidance to trainees to help them reach their goals.
- Collaborated with other instructors to ensure effective delivery of courses and content.
- Maintained accurate records of trainee's progress throughout the program.
- Assisted in preparing reports regarding attendance, performance evaluation results, and overall effectiveness of learning activities.
- Created a positive learning environment by encouraging open dialogue among participants during sessions.
- Encouraged team building exercises amongst trainees to foster better communication between colleagues.
- Scheduled training sessions based on theavailability of classrooms, equipment and instructors.
Education
High School Diploma -
F. W. Buchholz High School
Gainesville, FL06-1990
Some College (No Degree) - Business Administration and Management
Santa Fe College
Gainesville, FLSkills
- Product and service knowledge
- Customer rapport building
- Stress Management
- Multi-tasking
- Strong communication abilities
- Ensuring customer satisfaction
- Problem-solving skills
- Organizational Skills
- Conflict Resolution
- Customer Complaint Resolution
Timeline
Senior Agent Customer Success Team
Tactacam LLC
08.2022 - Current
Customer Service Representative
Tactacam LLC
08.2022 - Current
Fraud Investigator
Virginia Employment Commision
11.2021 - 08.2022
Event Specilist
Advantage Solutions
12.2018 - 03.2020
Project Manager
Laser Ship
01.2010 - 01.2011
Training and Development Instructor
Nationwide Insurance Company
05.1993 - 05.1998
High School Diploma -
F. W. Buchholz High School
Some College (No Degree) - Business Administration and Management
Santa Fe College
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