Summary
Overview
Work History
Education
Skills
Timeline

Vivian Harris

Summary

Successful Customer Service support with 29 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Well-qualified Customer Service Support familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges. Responsible and dedicated customer service team member with proven multitasking and organizational skills. Proficient in operating in fast-paced environment to coordinate paperwork, process payment and complete orders. Proactively manage shipments and coordinate deliveries with strong attention to detail and systematic approach.

Overview

30
30
years of professional experience

Work History

CSA

Walgreens
07.2024 - Current
  • Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
  • Connected with customers by listening to concerns and answering questions.
  • Demonstrated safe practices and procedures in store by adhering to company standards.
  • Answered customer questions about product availability and shipment times.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Collaborated with other departments to guarantee customer satisfaction.
  • Refunded money and adjusted bills to resolve customer service or billing complaints.

Project Manager

T-Mobile Business LD
03.2022 - 04.2023
  • Working closely with solution Engineer/customers and understanding the customer design layout of the network
  • Assuring all communication to the customer is through and precise
  • Developing effective relationship and collaborating with Network Engineering, Procurement, and other vendors
  • Strategic thinking relationship building, result.
  • Identified plans and resources required to meet project goals and objectives.
  • Managed projects from procurement to commission.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Recruited and oversaw personnel to achieve performance and quality targets.

specialist wireline order management

Sprint Business/t-mobile
01.2006 - 03.2022
  • Input and closely monitor the progress of pending wireline orders
  • Provide daily updates to my customers on over 2000 orders with any action required that could potentially delay our customer commitment date
  • This requires constant and open communication with our many cross-functional partners such as Engineers, IT Support, Sales, TN Mgmt., etc
  • To ensure orders are flowing smoothly and on target and escalating when needed
  • Coordinate and lead special projects utilizing my communication, time management, problem-solving and technical skills to provide accurate updates, statuses, and manage expectations to ensure projects are completed efficiently
  • Subject Matter Expert to most special processes in wireline, go-to resource for my leaders, teammates, and cross-functional partners.
  • Followed all company policies and procedures to deliver quality work.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Devised and implemented processes and procedures to streamline operations.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

PHYSICAL LAYER PROVISIONING

SPRINT BUSINESS LD
10.2005 - 01.2006
  • Inputting and provisioning voice and data circuits
  • Tracking and maintaining the life cycle of an order to ensure issues didn't delay a customer commitment date
  • Multiple acting-supervisor stretch assignments in which I provide necessary design specifications to Operations and access providers for circuit Rolls, groom
  • Redesigns, rehomes and reroute activities and ensure all circuits' orders are designed within Sprint specifications and are ready to cut on the planned roll dates.
  • Analyzed and applied legal principles and performed legal research to support litigation strategy.
  • Prepared and reviewed contracts and other legal documents following applicable regulations.

Data E/O LEAD

SPRINT BUSINESS LD
12.1999 - 10.2005
  • Training and assisting team of 8 individuals on their workload
  • Develop and enhance team to meet and exceed productivity level.
  • Delivered thought leadership and promoted innovation in management, access and storage of archival holdings.
  • Evaluated innovative technologies, databases and methodologies, made recommendations and participated in acquisition.

SERVICE OPS ASSOCIATE

SPRINT BUSINESS LD
09.1998 - 10.2005
  • Responsible for keying Data and dedicated voice orders, change requests and UNITY orders for assigned branches
  • Assigned special project (NDC) a major account customer with a projection of 1,000,000 toll-free numbers by the end of 2000
  • Served as “Lead” on the Data and Dedicated Order Entry team assisting the supervisor.
  • Developed and implemented strategies to increase customer satisfaction and engagement.
  • Analyzed customer data to identify trends and anticipate customer needs.
  • Listened to customer needs and desires to identify and recommend optimal products.

CUSTOMER SERVICE REPRESENTATIVE II

SPRINT RES.
10.1994 - 09.1998
  • Answered inbound customer calls pertaining to billing issues, promotions, and regular account maintenances
  • Researched and investigated escalated accounts, answered inbound sales calls for existing and new and gave account analysis
  • Served as a sales subject matter expert performing advance maintenance and research of sales orders and errors.
  • Responded to customer requests for products, services, and company information.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

No Degree - Massage Therapy Certification

ATI College, Lewisville, Tx United States
01.2005

No Degree - Loan Officer Certification

Kaplan College, Dallas TX
05.2000

Skills

  • Goal-Oriented
  • Performance Tracking
  • Strong Work Ethic
  • Data Entry
  • Cash Handling
  • Technical Support
  • Payment Processing
  • Clerical Support

Timeline

CSA - Walgreens
07.2024 - Current
Project Manager - T-Mobile Business LD
03.2022 - 04.2023
specialist wireline order management - Sprint Business/t-mobile
01.2006 - 03.2022
PHYSICAL LAYER PROVISIONING - SPRINT BUSINESS LD
10.2005 - 01.2006
Data E/O LEAD - SPRINT BUSINESS LD
12.1999 - 10.2005
SERVICE OPS ASSOCIATE - SPRINT BUSINESS LD
09.1998 - 10.2005
CUSTOMER SERVICE REPRESENTATIVE II - SPRINT RES.
10.1994 - 09.1998
ATI College - No Degree, Massage Therapy Certification
Kaplan College - No Degree, Loan Officer Certification
Vivian Harris