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SHEREE HARRIS
Killeen,Texas
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
8
8
years of professional experience
Work History
Supervisor
Harte Hanks
2026.02 - Current
- Supervised daily operations to ensure adherence to service quality and productivity standards.
- Implemented training programs enhancing staff performance and customer interaction skills.
- Monitored call center metrics, identifying trends for continuous improvement initiatives.
- Collaborated with management to develop strategies for reducing call handling time and improving customer satisfaction.
- Resolved escalated customer issues, maintaining high levels of service quality and satisfaction.
- Led team meetings focused on performance feedback, goal setting, and motivational strategies.
- Analyzed operational workflows, recommending process improvements to increase efficiency and effectiveness.
- Coordinated scheduling and resource allocation to optimize workforce management during peak hours.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
Business Development Lead
Harte Hanks
2025.05 - 2026.02
- Developed and executed strategic business plans to drive revenue growth and market share expansion.
- Cultivated relationships with key stakeholders to enhance collaboration and partnership opportunities.
- Analyzed market trends and competitive landscape to identify new business opportunities.
Customer Training Department Supervisor
FedEx
2023.08 - 2025.05
- Evaluated procedures to recommend program improvement strategies at team level
- Enforced attendance, punctuality and behavior standards to keep team at peak performance levels
- De-escalated irate customers to improve experiences and maintain loyalty
- Oriented new employees to call center environment and trained on technical resources, call handling techniques and customer service standards
- Helped implement organization-wide customer service initiatives to increase quality, performance and customer satisfaction
- Lead effective team meetings to gain feedback from representatives, share new directives and educate workers on strategies for success
- Monitored staff performance to identify deficiencies and implement proactive improvement plans.
Department Quality Assurance Specialist
FedEx
2021.01 - 2023.07
- Identified and reported non-conformances and discrepancies and created formal audit reports
- Gathered metrics and offered feedback to design and production teams to improve overall quality
- Developed and produced technical and non-technical documents using agile methodologies
- Developed or updated company complaint and inspection procedures to support timely capture, documentation and investigation of quality issues
- Performed post-resolution follow-up to verify adequate resolution of issues
- Identified opportunities for process and system improvement and enhancement to better meet quality targets
- Implemented employee training to improve compliance with cGMP and SOP requirements.
Customer Training Department Trainer
FedEx
2019.01 - 2020.12
- Managed variable call volume while maintaining expected customer service levels
- Handled variety of customer service requests and improved call center ratings by managing immediate customer concerns with a sense of urgency
- Provided technical support to a variety devices and customer abilities
Technical Support
FedEx
2018.08 - 2018.12
- Managed variable call volume while maintaining expected customer service levels
- Handled variety of customer service requests and improved call center ratings by managing immediate customer concerns with a sense of urgency
- Provided technical support to a variety devices and customer abilities
Education
Diploma - Culinary Arts & Operations
Escoffier School of Culinary Arts Future Culinary School
11.2023
Skills
Client relationship building
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Complex Problem-solving
- Strategic planning
- Team building
Escalation handling
Coaching and mentoring
Training management
Compliance management
Workforce management
Remote team management
Attendance monitoring
CRM software expertise
Industry expertise
Shipping and logistics
Chat support
Call center technology
Reporting and documentation
Script adherence
Quality assurance / Call monitoring
Scheduling proficiency
Technical support
Time management
Attention to detail
Problem-solving abilities
Critical thinking
Excellent communication
Organizational skills
Staff motivation
Customer service focus
AWARDS
During my nine-year Army career, these are the awards I received., Army Commendation Medal, Army Achievement Medals, Army Superior Unit Award, Army Good Conduct Medals, Numerous Certificates of Achievements, Soldier of the Month, Soldier of the Quarter, Overseas Service Ribbons, National Defense Service Medal, Global War on Terrorism Medal, Army Service Ribbon.
Timeline
Supervisor
Harte Hanks
2026.02 - Current
Business Development Lead
Harte Hanks
2025.05 - 2026.02
Customer Training Department Supervisor
FedEx
2023.08 - 2025.05
Department Quality Assurance Specialist
FedEx
2021.01 - 2023.07
Customer Training Department Trainer
FedEx
2019.01 - 2020.12
Technical Support
FedEx
2018.08 - 2018.12
Diploma - Culinary Arts & Operations
Escoffier School of Culinary Arts Future Culinary School