Shawn Harris

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.

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