Shawn Harris
Maricopa,AZ
Overview
22
22
years of professional experience
Work History
Technical Support Coordinator
Verizon Wireless
07.2014 - Current
- Coordinated cross-functional teams to address software and hardware issues, improving overall product quality.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
- Spearheaded initiatives aimed at reducing call volume through self-service options such as online tutorials or FAQs sections on company website.
- Improved customer retention rates by consistently delivering prompt and effective technical assistance tailored to individual needs.
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
- Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
Customer Service Supervisor
Sprint
06.2003 - 08.2014
- Prepared feedback summaries to share insights with management.
- Conducted performance reviews to promote professional growth within team.
- Analyzed service processes by identifying areas for improvement.
- Facilitated knowledge-sharing sessions for team members to enhance skills.
- Resolved customer complaints by implementing immediate solutions.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
High School Diploma - General Education
Skills
- Remote support
- SQL
- Software installation
- Windows 10
- Operating systems
- Deskside support
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Technical troubleshooting
- Call center operations
Timeline
Technical Support Coordinator - Verizon Wireless
07.2014 - Current
Customer Service Supervisor - Sprint
06.2003 - 08.2014
John F Kennedy - High School Diploma, General Education