Msanda Harrison

**** ******** **, *** * Mobile: 678-***-****

Matthews, NC 28105

ac2doa@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Results-oriented Customer Support Professional with many years of practice and expertise in exceeding sales objectives while achieving positive customer experience. Possess well-developed managerial and leadership abilities with a proven track record to facilitate huddles, train new hires and motivate team members towards success.

Areas of expertise include:

Training & Development Customer Service Management Optimizing Selling Potential Reaching Company Sales & Retention Targets PROFESSIONAL EXPERIENCE

AT&T, Charlotte, NC 01/2009 -6/2017

Senior Customer Support Specialist

Develops and attains positive customer experience and sales objectives . Sells all products and services offered by the Company. Handle all administrative aspects of the sale including: completing customer contracts and warranties, accepting customer payments and filing the completed orders. Maintain strong knowledge of all products, accessories, pricing plans, promotions and service features. Handle service inquiries from customers. Provide efficient, courteous customer service and assist in all aspects of product offerings and services.

Selected Accomplishments

• Implemented and test sales tactic to renew services for existing customers.

• Consistently exceeding company targets for selling and retaining Uverse products, landline services, Direct TV, wireless phones and other core products.

• Handle billing inquiries that include adjustments, explanations changes and transfer following company policies.

• New Hire Mentor Lead 1/2013-1/2014.

• Aiding upper management in reaching center goals and targets.

• Assisting New Hires with the proper training for sales and service within the company.

• Performing side by sides with agents to ensure proper call flow and success.

• Demonstrating leadership skills by facilitating group huddles for sales motivation and results. Convergys, Charlotte, NC 08/2005 – 01/2009

Customer Resolution Specialist

Address customers in a courteous, friendly, and professional manner using agreed upon procedures

Listen attentively to customer needs and concerns; demonstrate empathy Clarify customer requirements; probe for and confirm understanding of requirements or problem

Once Customer issue is resolved, transition to sell products to improve customer retention and value

Maintain broad knowledge of client products and services Selected Accomplishments

• 2 years of experience in the Customer Services Contact Industry functioning as a client services Representative for the Onstar in vehicle communications service.

• Received Onstar emergency response certification trained to handle incoming emergency calls from onstar subcribers.

• Effective client relations and problem solving skills gained in a fast paced customer contact environment.

• Mentored and performed side-by-side training for new hires while providing counsel for performance.

Supreme Systems, New York, NY 3/2002 –

8/2005

Facilities Manager

Demonstrate high-level managerial skills. Ensure the functionality of multiple sites. Oversee productivity while coaching new hires.

Selected Accomplishment:

• 3 Yrs experience in the area of facilities management ensuring full functionality and operational of Tishman Company.

• Ensured proper management of building services by monitoring in service technicians and contractors.

• Counsel employees regarding performance and discipline.

• Managed and maintained high quality performance while providing effective coaching, training and counsel to new employees.

• Managed several sites in charge of 10 employees. Velocity Express, New York, NY 07/1993 –

01/2002

Accounts Receivable Clerk

Provide financial, administrative and clerical services in order to ensure effective, efficient and accurate financial and administrative operations.

Selected Accomplishments:

• Managed over 200 client accounts per quarter within a high-level account management corporation setting requiring multitasking.

• 4 years of experience with invoice management bookkeeping and accounting.

• Enhanced resolution and negotiation skills while working to ensure timely payment.

• Customer support representative.

• Trained new hires and managers in order processing and problem solving.

• Prepared daily sales audits job analysis and staffing reports.

• Provided feedback coaching and training.

EDUCATION / CERTIFICATIONS

Queensborough Community College, Queens NY, 1990

Six sigma - White Belt

SKILLS

Microsoft Office, Property Management, Mid Level Business Office Administration, Debt Resolution and Account Management, Business Meeting Facilitations, Scheduling and Contacting, Employee Training and Coaching.

REFERENCES

Available upon request.

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