Toya Harris

Professional Summary

Highly motivated customer service professional with a proven track record of problem-solving, conflict resolution, and relationship management. Adept at customer service excellence, communication, and business development, with the ability to work independently and collaboratively. Strong analytical skills, adaptability, and a commitment to improving service operations.

• Over 15 years of customer service and billing experience, including 10+ years at DTE Energy supporting high-volume customer interactions.
• Expertise in resolving complex billing disputes and negotiating successful payment arrangements while maintaining strong customer rapport.
• Trained in Customer Service Excellence, Conflict Resolution, and Compliance through DTE Energy professional development programs.
• Recognized for consistently exceeding performance metrics in collections, billing accuracy, and customer satisfaction scores.
• Strong communication skills with the ability to de-escalate challenging situations and provide clear, solution-focused guidance.
• Proven experience working cross-functionally with internal departments to streamline processes and improve the customer experience.
• Skilled in analyzing customer feedback and service data to identify trends and implement service improvements.
• Demonstrated ability to adapt quickly to new technologies, policies, and responsibilities in fast-paced environments.