Tyiwon Harris
Tampa,FL
Summary
Dynamic Customer Service Representative with a proven track record at Concentrix, excelling in client relationship management and process optimization. Recognized for enhancing customer satisfaction through effective complaint resolution and mentoring. Proficient in Salesforce and HRIS, I thrive in high-volume environments, consistently delivering exceptional service and fostering team collaboration.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Concentrix
Tampa, FL
09.2023 - Current
- Cultivated strong relationships with clients and external partners to ensure high-quality service delivery.
- Identified opportunities to enhance client service experiences through proactive strategies.
- Maintained advanced knowledge of multiple Paychex products and industry policies.
- Implemented process improvements to increase operational efficiency.
- Demonstrated expertise in HRIS, Salesforce, Flex, Core Advanced, and ORS software packages.
- Mentored less experienced teammates to promote skill development.
- Documented all interactions to leverage information for service enhancements.
Customer Service Representative
Spectrum
Saint Petersburg, FL
04.2022 - 09.2023
- Managed high-volume inbound and outbound calls with professionalism and courtesy.
- Resolved complex customer issues by collaborating with various departments.
- Provided product knowledge and tailored recommendations to enhance customer experience.
- Addressed complaints effectively, ensuring high levels of satisfaction and retention.
- Assisted customers promptly with inquiries while maintaining service quality.
- Worked with team members to refine service delivery processes for improved efficiency.
Security Support Specialist/Receptionist
L3Harris
Palm Bay, FL
07.2020 - 10.2021
- Executed procedural and administrative tasks to safeguard company and government property.
- Supported general security operations, including clearance processing and access control.
- Maintained security databases and logs, generating comprehensive reports for management.
- Conducted periodic inventory checks to verify and track assets, including documents and equipment.
- Administered technical security systems, such as CCTV and alarm setups.
- Oversaw monitoring and maintenance of security systems to ensure optimal functionality.
Customer service representative
Evicore
Melbourne, Florida
10.2015 - 04.2020
- Managed inbound and outbound calls while assisting members with healthcare-related issues.
- Facilitated appointment scheduling, documentation, and communication of doctors' orders.
- Provided additional support for healthcare benefits inquiries to enhance member experience.
- Researched cost-effective facilities for advanced radiology scans, including PET and MRI.
- Trained intake department on preauthorization processes for Cigna Healthcare.
- Completed HIPAA verification training to ensure compliance with privacy regulations.
- Multitasked efficiently with up to 10 members concurrently while handling incoming calls.
- Utilized Microsoft Office daily to organize data and enhance workflow efficiency.
Customer Service Representative
Radial Inc
Melbourne, Florida
10.2012 - 04.2020
- Assisted customers with online orders and service inquiries, handling over 300 calls daily.
- Managed support for more than 17 fashion and jewelry brands, mastering unique systems.
- Provided onboarding assistance for new hires, facilitating seamless integration into team.
- Assumed supervisor responsibilities, including queue management and resolving escalated issues.
- Executed upselling strategies while assisting customers with order placements.
- Submitted request tickets for order-related issues, ensuring prompt resolutions.
- Acquired in-depth knowledge of brand-specific policies and product details.
- Recognized as Employee of the Month in December 2016 for outstanding performance.
Education
College -
Eastern Florida State College
Eastern Florida05.2014
High School -
Eau Gallie High School
Eau Gallie05.2012
Skills
- Customer service and support
- Client relationship management
- Process improvement and optimization
- Complaint resolution and handling
- Customer retention strategies
- Team collaboration and communication
- High-volume call management
- Cross-departmental coordination
- Effective mentoring and training
- Time management skills
- Support case resolution processes
- CCTV, HRIS, Salesforce, Flex, Core Advanced, ORS, CRM proficiency
- Call center operations and procedures
- Conflict resolution techniques
- Attention to detail in documentation
- Document control practices
- Customer education initiatives
- Quality assurance controls
Physical Abilities
- Proper disposal of environmental wastes
- Lifting up to 50 pounds without assistance
- Bending, twisting, reaching, pushing, pulling, and performing repetitive motions
- Standing and walking for up to 8 hours in a row
- Moving large quantities of merchandise with carts and other moving equipment
References
References available upon request.
Timeline
Customer Service Representative
Concentrix
09.2023 - Current
Customer Service Representative
Spectrum
04.2022 - 09.2023
Security Support Specialist/Receptionist
L3Harris
07.2020 - 10.2021
Customer service representative
Evicore
10.2015 - 04.2020
Customer Service Representative
Radial Inc
10.2012 - 04.2020
College -
Eastern Florida State College
High School -
Eau Gallie High School
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