Call Center Customer Service

Shawan W. Harris

P. 520-***-**** C. 520-***-**** ad1j1s@r.postjobfree.com

Dear Representative,

I am excited to learn of your need to fill an open position with your company. I would be pleased to join your organization to be a leading member of your team. Your posting indicated requirements that closely match my background and expertise. I have enclosed my resume to provide a summary of my qualifications and background for your review.

My background includes 29 years of various positions in a call center environment. I have

developed skills working in a multi-faceted, high paced Hospitality, Electronic Payments, Payment Processing, Point Of Sale, Retail, Tokenization, Networking and Gateway industries. Throughout my career, I have maintained the highest performance standards within a diverse range of technical and customer service related functions, which are clearly illustrated by my past successes. As a Technical Support manager in a satellite call center that I personally launched, I streamlined operations, reduced cost and vastly improved marketability by identifying inefficiencies and improving internal processes. I created reports, training documents, performed internal audits of existing standards and implemented various support strategies; modifying work schedules, developed refresher courses, incentives just to name a few. These changes directly correlated to improved call handle times and reduced abandon rates which are critical components in contract negotiations. Furthermore, I facilitated the implementation of a new department that significantly improved the speed to answer time which directly improved the company’s brand recognition.

Additional qualifications I offer include:

●Launched one and successfully managed two call centers (in house and satellite) of up to

30 people

●Recruited and hired the entire satellite team of up to 35 people, who maintained leading

scores on Highest Number of Calls Taken, Average Speed to Answer, Least Abandoned

and Best Overall Technician from 2006-2012.

●Successfully created and managed a department that was dedicated to VIP clients, high

security risk projects, and higher call volume processing. This group was responsible for

trail blazing SLA’s within compliance to which contracts can be confidently negotiated.

●Reduced call abandonment 25% by identifying scheduling voids and improving staffing

practices.

●Created reporting that identified areas of concern which helped to develop new strategies

to improve calls statistics within a 90/60 success rate.

●Reduced Call Answer rate from 2+ minutes to a 45 second answer speed.

With excellent organization and communication skills, an outstanding work ethic and the ability to

work well in both team-oriented and self-managed environments, I am positioned to exceed your

expectations. My determination and exceptional leadership skills, combined with my ability to work

well in various socio-economical and culturally diverse environments, allows me to play a crucial

role in a fast-paced, evolving paradigm. My proven success will immediately and positively impact

operations at your company. I would welcome an opportunity to meet with you to discuss my

qualifications and candidacy in further detail.

Thank you for your consideration.

Shawan Harris

Shawan W. Harris

Seeking a position with a company which will require me to utilize my skill, abilities and experience in the field of construction, shipping and receiving, or customer service with the opportunity to grow and ensure the companies success

Experience

Education

Optimize Your Spark

July 2021 – Dec 2021

Reached out to customers in order to aid them in setting up ad campaigns, aid existing clients in maintaining their current accounts, or offering an option to upgrade.

Inovalon December 2017 – July 2022

Operations Manager

Responsible for a nationwide team of field support who recovered files and data from specified locations in order to fulfill requirements needed for an audit.

Performed payroll responsibilities and time card management for field and call center employees.

Responsible for delivering weekly, monthly and annual performance reviews and setting new goals

Identify and analyze performance trends, recommend and implement process improvement opportunities

Oversee daily operations of the call center toward achievement of successful call outcomes and organizational goals/trends

Supervised staff to ensure productivity and quality metrics were met and/or exceeded

Merchant Link, LLC (JPMorgan Chase subsidiary), Tempe, AZ April 2001- April 2015

Technical Support Manager

Recruited, hired, trained and developed a team of 30 people all while working with various groups to implement best practices to meet and exceed the organization service deliverables.

Performed payroll processing duties for local and remote locations

Launched a satellite call center creating a new marketing platform for Merchant Link offering 24x7 redundant technical support, installation services and VIP client specialization.

Increased department’s FCR (first call resolution) from 56% in 2012 to 88% in 2015 by standardizing all Service Delivery processes, designing a recurring knowledge refresher program and implementing measurable accountability tracks.

Increased ESS (Exceptions Service Scores) or otherwise referred to as Customer Satisfaction Scores both on our proprietary web based and interdepartmental tools, by streamlining agent feedback processes, promoting feedback awareness, coaching knowledge base solutions and call center communications.

Reduced Call Abandoned by 60% by identifying trends, creating tracking reports and coaching to chronic offenders.

Decreased call handle time by 85% by creating a new department and realigned calls to be managed by skill thus improving SLA times within 90/60 adherence (90% of all calls answered within 60 seconds)

Worked diligently with the Network Operations, Telecom and Service Delivery teams to develop a system to communicate interdepartmental deliverables of live outages ETR, RFO and provide proactive communication to our VIP clientele.

Prepare supporting documentation to use for disciplinary action and/or annual review of agent’s performance.

Course completed Business Management, University of Phoenix, Phoenix AZ, 2009 - 2010

Certificate in Essentials in Human Resource Management 2011 – 29.75 CEU’s

Skills

Creativity

Leadership

Organization

Problem solving

Teamwork

Contact

43685 W Cowpath Rd. Maricopa, AZ 85138

520-***-**** ( Home )

520-***-**** ( Cell )

ad1j1s@r.postjobfree.com

Technical Support Analyst Level 1&2 April 2001-April 2006

Analyze, diagnose and resolve electronic payment processing issues to include: missing funds, failure to transmit data, inability to process payments, and modem/internet configuration.

Mentor new employees post training in addition to providing supervision and support to associates as a first level of escalation.

Prepared escalated cases for further troubleshooting from Level 3 technicians, product specialists and third-party technicians.

Apply troubleshooting techniques and determine technical resolutions using email, reference materials, Knowledge Base and analytical skills.

Demonstrate superior working relationships with management, technicians, trans-department personnel and customers respectively to include verbal and written communication.

Extraordinary ability to manage personnel, create and maintain working relationships with the helpdesk associates while maintaining their confidence in the company, themselves and management.

Contact this candidate