Customer Service Representative

CHARLIESIA HARRIS

Phone: 318-***-****

Email: ************@*****.***

Address: *** ******* **, ******, *****, LA (US)

PROFESSIONAL SUMMARY

Consistently maintained high customer satisfaction ratings, I also worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. I have Researched, calmed and rapidly resolved client/ customers conflicts to prevent future problems and most importantly I have always completed all jobs with 100% of my worth ethic. EXPERIENCE

QA Analysts, BofA Americas

• New York

• New York • Structured Query Language

• or SQL

• which is the standard language used to communicate with databases. • Possessed excellent analytical skills to identify potential risks and vulnerabilities in software applications. • Reveiwed software requirements

• test plans

• and test cases to ensure that all aspects of the application are thoroughly evaluated. Identifying even the smallest deviations from expected behavior can prevent major issues. • Possesed strong problem-solving abilities to identify the root causes of issues

• propose potential solutions

• and work with the development team to implement necessary fixes.

• Familiarity with test automation frameworks and tools. • Adapted to new methodologies

• tools

• and frameworks and • continuously enhanced skills through self- learning and professional development opportunities. • Documented testing processes

• findings

• and recommendations accurately and comprehensively. November. 2023 - May. 2024

New York, New York

June. 2021 - October. 2023 Customer Service Representative (CSR), Teleperformance

• • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. • Remained calm and professional in stressful circumstances and effectively diffused tense situations. • Demonstrated excellent communication skills in resolving product and consumer complaints. • Assisted customers with making payments or establishing payment plans to bring accounts current. • De-escalated problematic customer concerns

• maintaining calm

• friendly demeanor. Provided outstanding service to new and longstanding customers by attending closely to concerns and developing solutions. • Asked probing questions to determine service needs and accurately input information into electronic systems. • Consulted with customers to resolve service and billing issues. • Escalated customer concerns

• issues and requirements to supervisors for immediate rectification.

• Answered incoming calls and emails

• providing frontline customer support or assistance with product and service transactions.. • Set up and activated customer accounts.

• Mentored new employees on procedures and policies to maximize team performance. Improved customer service wait times to mitigate complaints. • Led team engagement to assist cross- functional departments and achieve goals. Answered inbound calls

• chats and emails to facilitate customer service. Shreveport, Louisiana

Mid shift Manager, Chicken Salad Chick

• • Recruited

• interviewed

• and trained staff to follow restaurant procedures. • Maintaining safety and food quality standards. • Maintained happy customers

• getting their feedback on the experience and handled complaints. • Organized schedules

• keeping track of employees' hours and recording payroll data. • Ordered food

• linens

• gloves and other supplies while staying within budget limitations.

(Inventory) • Supervised daily shift operations

• including front- and back-ofhouse restaurant operations. • Controlled operational costs and identifying ways to cut waste. • Appraised staff performance and disciplined or retrained employees to correct poor performance.

May. 2019 - April. 2021

Monroe, LA

Overnight Stocker, Walmart

• • Verified stock is rotated • Arranged merchandise and keep shelves filled • Ordered merchandise that is running low • Packed and unpacked merchandise received or sold in the store • Scanned barcodes and complete price checks for customers • Filled warehouse orders • Helped customers find products they need • Searched the stockroom for merchandise as needed

February. 2018 - May. 2019

Monroe, Louisiana

EDUCATION

Associates Degree:Business and Technology

• Louisiana Delta Community College, Monroe, Louisiana November. 2017

High School Diploma

• Ouachit Parish High School, Monroe, Louisiana

May. 2015

Service Product Knowledge / Skills Technology / Computer Database Management Supervising/ Team Oriented

Customer Service / Customer Care Communication / Interpersonal Skills

Adaptability

Time Management

Problem Solving

Inbound / Outbound Calling

SKILLS

Expert Expert

Experienced Expert

Expert

Expert

Expert

Expert

Expert

Expert

English

LANGUAGES

CERTIFICATIONS

• 3. Project / Safety Management

1. Customer Service Specialist

5. Business Technology

4. Nursing Assistance

2. QA Retrival

ACHIEVEMENTS

• Consistently maintained high customer satisfaction ratings.

• Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

• Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members information.

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