Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

SHAPONIA HARRIS

Lancaster

Summary

Self-motivated Quality Assurance Analyst/ Customer Service Specialist with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers.

Overview

10
10
years of professional experience

Work History

Consumer Solutions Professional

Real Time Resolutions
02.2024 - Current
  • Maintained up-to-date knowledge of industry regulations and best practices, resulting in fully compliant collections processes.
  • Utilized advanced skip tracing techniques, locating hard-to-find debtors for efficient collection efforts.
  • Mitigated risk by conducting thorough evaluations of debtor solvency before initiating collections actions.
  • Recovered outstanding debts by implementing effective negotiation and communication skills.
  • Reduced delinquency rates through proactive outreach and personalized payment plan solutions for clients.

Online Quality Assurance Analyst

Teleperformance
11.2021 - 02.2024
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Gathered, documented, and modeled data to assess business trends.
  • Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Created and achieved product quality objectives and met product specifications.
  • Fixed identified issues to increase productivity and boost workflows.

Online Shopper

Amazon
10.2018 - 06.2021
  • Inspected ingoing and outgoing shipments to verify accuracy and prevent errors.
  • Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences.
  • Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
  • Alternated goods in inventory by observing first-in/first-out approach to keep shelves organized and properly stocked.
  • Upheld company standards for quality, performance and accuracy across outbound operations.
  • Processed orders on-time and without error, completing 100% or better of daily quotas.
  • Reviews orders prior to pick up for accuracy and purchase-by dates.
  • Worked productively with customers to meet order requirements and service expectations.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.

Pre-School Teacher

Head Start Of Greater Dallas
08.2015 - 06.2018
  • Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
  • Promoted physical, academic and social development by implementing diverse classroom and outside activities.
  • Fostered reasoning and problem solving through active exploration games and activities.
  • Consulted with parents to build and maintain positive support networks and support continuing education strategies.

Customer Experience Sales Floor Associate

Toys R Us
09.2015 - 03.2016
  • Promptly greet customers and respond to their concerns and needs.
  • Maintained a high volume of calls.
  • Provided customers with store directions over the telephone.
  • Collect customer's payments for merchandise by accepting cash, check or charge payments.
  • Balanced cash register at the beginning and ending of work shift.
  • Processed Customers Returns.
  • Discount purchases by redeeming coupons.
  • Trained new cashiers on procedures, customer service and sales techniques.
  • Monitored areas for security issues and safety hazards.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.

Education

Bachelor of Arts - Criminal Justice

University of North Texas

License of Cosmetology - undefined

Vatterlott Learning Center

High School Diploma - undefined

Texas Can Academy High School

Certificate - Phlebotomy

Blessed Hands Phlebotomy
Arlington, TX
08-2025

Skills

  • Multi-line phone operation proficiency
  • Proficiency with Microsoft Office
  • Extensive history with predictive dialers
  • Strong problem solving aptitude
  • Cash register
  • Customer service
  • Microsoft Office
  • Problem solving
  • Telephone
  • Phone
  • Data Analysis
  • Scheduling
  • Venipuncture
  • Order of draw
  • Patient care
  • Specimen handling
  • Sample and specimen collection
  • Butterfly needle technique
  • HIPAA compliance
  • Patient confidentiality
  • Blood collection techniques
  • Specimen labeling procedures
  • Patient support
  • Blood culture collection
  • Capillary puncture
  • Data entry
  • Specimen preparation
  • Quality control
  • Paperwork processing
  • Syringe method
  • Sample storage
  • Laboratory procedures understanding
  • Blood collection
  • Specimen collection and storage

Additional Information

  • HONORS

Timeline

Consumer Solutions Professional

Real Time Resolutions
02.2024 - Current

Online Quality Assurance Analyst

Teleperformance
11.2021 - 02.2024

Online Shopper

Amazon
10.2018 - 06.2021

Customer Experience Sales Floor Associate

Toys R Us
09.2015 - 03.2016

Pre-School Teacher

Head Start Of Greater Dallas
08.2015 - 06.2018

License of Cosmetology - undefined

Vatterlott Learning Center

High School Diploma - undefined

Texas Can Academy High School

Bachelor of Arts - Criminal Justice

University of North Texas

Certificate - Phlebotomy

Blessed Hands Phlebotomy

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