Tia Harris
North Brunswick,NJ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
BROOK WAREHOUSE & DISTIRBUTION LLC
03.2020 - 01.2024
- Specializing in Shipping / Receiving/Procurement of raw hazardous materials / shipping/receiving apparel items
- Gather/verify all legal documentation for customer exports
- Verify routing instruction, reconciling billing accounts and exporting materials
- Enforce DOT regulations/DHS (Homeland Security)/DEA (Drug Enforcement Agency) regulations/Security for DHS regulated facility
- Inform/follow up with customers regarding damaged/lost imports
- Carefully schedule all incoming deliveries while adhering to DHS/DEA regulations
- Managed approximately 50 incoming emails/phone requests per day
- Assisted customers with product selection, troubleshooting and problem resolution
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Informed customers of product, price and policy changes to educate on issues and resolve concerns
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Sought ways to improve processes and services provided.
- Engaged clients in person and over phone to answer questions and address complaints.
Payroll Specialist/Dispatcher (Temporary
Team One Logistics
05.2019 - 07.2019
- Specialized in supplying of Hyundai and Kia Auto Parts for North and Central Atlantic Regions of United States
- Payroll Specialist on behalf of UPS Freight Truckload Division while invoicing previous deliveries, accounting for proper inspection of all equipment and performing other various administrative duties.
- Generated reports to track employee time and attendance.
- Provided customer service to employees regarding payroll inquiries and issues.
- Completed payroll accurately and timely to meet employee expectations.
- Performed data entry tasks and maintained accurate records of employee payroll information.
- Managed payroll data entry and processing for 43 employees to comply with predetermined company guidelines.
Customer Service Representative (Temporary)
Integra Life Sciences (Aerotek)
09.2018 - 02.2019
- Specialized in shipping of medical tools and supplies to Healthcare Providers Nationwide
- Managed 75% calls per day, while simultaneously processing orders, answering emails and electronic faxes at one of the largest call centers in Central New Jersey
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Offered advice and assistance to customers, paying attention to special needs or wants
- Sought ways to improve processes and services provided
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative (Temporary)
National Paint Industries (Aerotek)
04.2018 - 09.2018
- Specialized in Shipping and Receiving of various paints and home refurbishing accessories
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Successfully handled high call volume, while processing orders and payments, preparing BOL's, and dispatching, while adhering to DOT regulation
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed approximately 30 incoming calls/emails per day from customers
Senior Dock Office Administrator/Logistics
Customized Distribution Services
04.2017 - 04.2018
- Specialized in Shipping and Receiving of German appliances, while adhering to DOT regulation and executing quality assurance audits for warehouse staff
- Interacted with customers by phone, email, or in-person to provide information
- Created personnel manual detailing business procedures and organizational policies
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Arrival and Departure/Logistics Coordinator
FedEx Ground
10.2016 - 04.2017
- Specialized in Shipping and Receiving of various retail accounts
- Tracked orders and notified customers of status or potential delays
- Devised routing plans and schedules to facilitate safe and timely delivery of goods
- Built and established relationships with staff and vendors
- Implemented and developed supply chain strategies to optimize efficiency
- Electronically reconcile all Inbound and Outbound loads, Dispatch for XPO last mile for USPS, handled Dock Operations and accounted daily for all onsite equipment
- Created reports to provide insights into logistics operations and performance.
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
- Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
- Generated documentation and information required for customer shipments.
Residential Counselor
Easter Seals New Jersey
07.2015 - 10.2016
- Handled Behavioral Health Services (Transitional Housing)
- Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics
- Document Verification, Case Management, Environment of Care, Clear Communication and Multi-tasking
- Coordinated with other professionals to develop interdisciplinary treatment plans
- Coordinated activities and events to create safe, positive and inclusive environment
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills
- Developed, implemented and monitored residential policies and procedures.
Executive Administration/Logistics
Interparfums, Inc
02.2012 - 04.2015
- Specialized in Shipping and Receiving of hazardous materials.
- Successfully reconciled billing accounts directly for Vice President
- Handled Freight Forwarding for all orders and Accounts Payable for Warehouse Staff
- Tracked orders and notified customers of status or potential delays
- Generated documentation and information required for customer shipments
- Managed inventory levels to verify availability of stock for customer orders.
- Developed and maintained automated alert systems for important deadlines.
- Answered high volume of phone calls and email inquiries.
Education
Master of arts - counseling psychology, mental health
Caldwell University
Caldwell, NJ03.2015
Bachelor of Arts - psychology
Cheyney University of Pennsylvania
Cheyney, PA05.2008
Skills
- Knowledge of DOT Regulation
- Proficient in Microsoft Suites
- Proficient in Transportation/ Warehouse Management Systems
- Route Dispatch
- Shipping Procedures Understanding
- Recordkeeping Strengths
- Teamwork and Collaboration
- Customer Account Management
- Procedure writing
Timeline
Senior Customer Service Representative
BROOK WAREHOUSE & DISTIRBUTION LLC
03.2020 - 01.2024
Payroll Specialist/Dispatcher (Temporary
Team One Logistics
05.2019 - 07.2019
Customer Service Representative (Temporary)
Integra Life Sciences (Aerotek)
09.2018 - 02.2019
Customer Service Representative (Temporary)
National Paint Industries (Aerotek)
04.2018 - 09.2018
Senior Dock Office Administrator/Logistics
Customized Distribution Services
04.2017 - 04.2018
Arrival and Departure/Logistics Coordinator
FedEx Ground
10.2016 - 04.2017
Residential Counselor
Easter Seals New Jersey
07.2015 - 10.2016
Executive Administration/Logistics
Interparfums, Inc
02.2012 - 04.2015
Master of arts - counseling psychology, mental health
Caldwell University
Bachelor of Arts - psychology
Cheyney University of Pennsylvania
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