Shalalah Harvey

• Applies knowledge/skills to a range of moderately complex activities.

• Demonstrates great depth of knowledge/skills in own function.
• Sometimes acts as a technical resource to others in own function.
• Proactively identifies solutions to non-standard requests.
• Solves moderately complex problems on own.
• Works with team to solve complex problems.
• Plans, prioritizes, organizes and completes work to meet established objectives.

• Answered inbound calls, chats and emails to facilitate customer service.
• Consulted with customers regarding needs and addressed concerns.
• Documented customer notes with CRM software to keep records accurate and current.
• Managed 50+ inquiries via telephone, web chat and email each day with 95% quality score.
• Encouraged customers to become self-sufficient with web-based and mobile support tools.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.
• Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.

• Contracted through Temporary agency to work on Protiviti COVID project
• Monitored and documented status updates on housing cases, applications.
• Spoke and introduced clients and landlords to get all information needed to submit application.
• Helped get clients that applied housing funding, including essential bills.

• Educated customers on special pricing opportunities and company offerings.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Upheld quality control policies and procedures to increase customer satisfaction.

• Printed, edited, maintained office setting; Bind, stapled, organized, accessed printing projects.
• Creating shipping labels by typing and consulting.
• Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
• Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
• Educated customers on product and service offerings.

• Navigate and transporting patients from the Emergency Department throughout the hospital in stretcher and wheelchairs.
• Lifting patients from the stretcher onto the bed.