Customer Service Representative-Remote

Tonia S Harrison

Dynamic, versatile customer service supervisor with 14+ years of experience in delivering excellent client support, 2+ years of remote supervisor experience. Proven success directing challenging projects and initiatives to enhance customer experience and improve efficiency. Analytical individual known for steering change and constantly surpassing objectives. Demonstrated ability in training and guiding teams to achieve service goals. Professional Experience

TRANE (remote)

Order Management Representative

April 2023 to April 2024

● Develop and maintain positive working relationships with Commercial Sales Offices nationwide.

● Process customer orders and manage them throughout their lifecycle.

● Answer emails and chats from Sales Offices regarding order changes, order expedites, product returns, and other general inquiries.

● Research and resolve any customer issue.

● Work cross-functionally with sales offices, product management, factories, logistics, and shipping to meet customer requirements.

● Proactively keep current on product knowledge and customer service standard work

● Use problem solving skills to improve processes. NY State ERAP Program (remote)

Appeals Team Member

May 2021 to September 2022

November 2021 to September 2022

● Ensured accuracy and attention to detail while scrutinizing over hundreds Emergency Rental Assistance. Program (ERAP) appeals and applications flagged to safeguard adherence to outlined policies and procedures.

● Maintained appeal rate of 90% through in-depth appeal reviews and auditing of work produced prior to final appeals determination.

Call Center Supervisor May 2021 to November 2021

● Oversee complex Emergency Rental Assistance Program (ERAP), including managing 8 case specialists and acting as secondary reviewer of program applications.

● Increased team effectiveness by 75% while monitoring overall performance and compliance to company standards, policies, and procedures.

● Handled several dozen inquiries per day and developed reputation for professionalism and commitment to surpassing quality and production requirements.

● Trained and mentored 30 new case specialists over the past year, improving efficacy and effectiveness of customer service delivery.

TEKsystems- MTX (remote)

Call Center Supervisor

May 2020 to May 2021

● Conceptualized procedures and processes for a start-up call center project.

● Managed and mentored 30 support center agents to establish rapport with customers, resolve issues, and enhance performance.

● Leveraged strong troubleshooting abilities while solving software installation, internet connection and speed issues, minimizing downtime by 75%.

● Drove performance improvements through close collaboration with 4 project managers. Rideshare Guardian of Texas

Managing Director/Operator

Houston, TX

April 2019 to March 2020

● Transport 1000+ passengers per week, achieving 4.98 rating on Uber and 5-star rating on Lyft.

● Guaranteed safety while transporting 50 minors each month to school, extracurricular activities, doctor appointments, and social gatherings for VanGo.

● Maintained 100% customer satisfaction rate while driving non-emergency eldercare patients to doctor appointments for National Mobility Eldercare Inc.

● Safely transported 6 children from school to tutoring sessions for Old School Tutoring LLC. Same Day Water Heaters

Call Center Supervisor

Houston, TX

June 2009 to April 2019

● Oversaw 12 employees, supporting prompt resolution of an average of 250 customer tickets per day.

● Decreased time spent on call resolution by 10% through continuous staff coaching and training staff.

● Reduced number of customer service errors by 85% by analyzing operational problems using defined processes, expertise, and personal judgment.

● Saved several thousand in costs by processing payments and refunds with 100% accuracy. Core Competencies

Call Center Operations, Customer Relations, Customer Satisfaction, Database Management, Call Volume Tracking, Regulatory Compliance, Customer Relationship Management (CRM), Relationship Building, C-level Communication, Complaint Management

Technical Skills

Salesforce, Twilio, PeopleSoft, Deltek, SQL, Google Suite, Microsoft Office Suite, Kodiak, Oracle

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