Trylishia Harris

Provides high quality customer service by responding to telephone inquiries, requests and problems. Researches, analyzes, and provides solutions that meet the customer’s needs. The major accountabilities of this position included: resolving customer inquiries and problems on first contact; providing customers with account information; Communicated across various clients for the same tasks such as; BMW, Fidelity, Harley Davidson. Resolving or referring billing disputes; correcting payment errors; revising fee and finance charges as appropriate; account maintenance; taking card, check or other orders; acting on lost or stolen cards/checks; and researching customer problems that could not be resolved during the initial contact. Initiating fraud claims and providing information on existing

fraud and dispute claims. Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups. Technical support /troubleshooting website/app related malfunctions. Created help desks tickets.

Demonstrated accuracy in processing financial transactions such as payments, balance transfers, and credit limit increases.

• Enhanced customer satisfaction by providing timely and accurate technical support for Apple products.
• Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
• Reduced escalations to higher-level support teams by effectively resolving customers'' inquiries on initial contact.
• Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
• Improved first call resolution rates by efficiently diagnosing and addressing customers'' concerns.
• Used ticketing systems to manage and process support actions and requests.
• Increased first-call resolution rates, implementing thorough diagnostic methods and tools.
• Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.

• Enhanced customer satisfaction by efficiently resolving cardholder inquiries and concerns.
• Streamlined card application processes for faster approvals and increased client acquisition rates.
• Reduced fraud losses by diligently monitoring transaction activity and collaborating with the fraud department.
• Increased efficiency in dispute resolution, maintaining detailed documentation and thorough investigations.
• Exceeded performance metrics consistently, showcasing dedication to providing exceptional service to cardholders.
• Strengthened relationships with customers through empathetic listening and effective communication techniques.
• Assisted clients with navigating online platforms for account management, resulting in increased digital adoption rates.
• Demonstrated accuracy in processing financial transactions such as payments, balance transfers, and credit limit increases.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Improved customer satisfaction with high-quality products through meticulous QA processes.
• Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Managed and motivated employees to be productive and engaged in work.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Reduced onboarding time for new hires through the development of effective orientation modules.
• Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
• Conducted orientation sessions and organized on-the-job training for new hires.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Assisted customers with device setup and configuration, ensuring optimal performance.
• Addressed billing discrepancies with accuracy, securing customer trust and loyalty.
• Reduced outstanding debts for clients through consistent follow-up and negotiation tactics.
• Developed customized payment plans for clients, leading to higher repayment success rates.
• Activated both contract and pre-paid wireless phones for [Number] customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts.
• Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.