SHAPONIA HARRIS
Lancaster
Summary
Dynamic Quality Assurance Analyst and Customer Service Specialist with a proven track record of delivering exceptional results through outstanding communication skills. Extensive knowledge in computer software development, complemented by a solid background in quality assurance testing and consultative services. Skilled in identifying issues and implementing effective solutions to ensure high standards of quality and customer satisfaction. Committed to continuous improvement and fostering positive client relationships to drive success.
Overview
10
10
years of professional experience
1
1
Certification
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.
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
High School Diploma -
Texas Can Academy High School
Dallas, TXBachelor of Arts - Criminal Justice
University of North Texas
Dallas, TXCertificate - Phlebotomy
Blessed Hands Phlebotomy
Arlington, TX08-2025
Skills
- Multitasking Ability
- Dependable and responsible
- Customer service
- Remote office availability
- Time management
- Microsoft office
- Medical records handling
- Blood collection
- Venipuncture
- Specimen preparation
- Venipuncture and capillary puncture
- HIPAA
- Sample labeling
- Specimen labeling procedures
- Hemoglobin testing
Additional Information
- HONORS
Certification
- Certified Phlebotomy , [Blessed Hands Phlebotomy] - [August, 2025]
Timeline
Consumer Solutions Professional
Real Time Resolutions
02.2024 - Current
Online Quality Assurance Analyst
Teleperformance
11.2021 - 02.2024
Customer Experience Sales Floor Associate
Toys R Us
09.2015 - 03.2016
Pre-School Teacher
Head Start Of Greater Dallas
08.2015 - 06.2018
Bachelor of Arts - Criminal Justice
University of North Texas
Certificate - Phlebotomy
Blessed Hands Phlebotomy
High School Diploma -
Texas Can Academy High School