Customer Service Tech Support

Mia Harris

***** *. ***** *** **. Sun City, AZ. *5351 773-***-**** ************@*******.***

Customer Service Tech Support Coordinator

Assertive, self-motivated and career-oriented professional with a history of demonstrated success in a variety of work environments. Skilled and experienced with professionally negotiating agreements, communicating complex, often detailed information to customers, and closing sales. Versatile, analytical and personable, with excellent problem-solving and team leadership skills.

Cash Management

Technical Client Support

Retail Operations

Performance Management

Billing Systems

Training and Mentoring

Experience

Verizon Wireless – Phoenix, Arizona

Tech Support Coordinator, Call Center 2011 – 2023

● Problem solving and trouble shooting all services offered by Verizon Wireless, ie: 5G, 5G home internet, calling features, equipment issues, and network provisioning.

Responsible for assisting customers with upgrades, options, billing, phone and other technical issues.

Continually offer outstanding customer service while also maintaining ACPD, UGPC, ERP, and RR metrics to meet or exceed company-set standards.

Customer Service Representative, Retail 2001 – 2010

Appointed Merchandising Champion, responsible for overall store appearance and cleanliness along with informing store representatives of pricing and promotion changes.

Handled cash per company procedure during store opening and closing, preparing the cash deposit, as well as managing the Bill Payment Kiosk.

Assisted with monthly training to ensure that all customer representatives exceeded the 90% threshold requirement.

Assisted management with advising representatives about their Net Promoter Score (a system developed to measure customer satisfaction).

● Responsible for inventory shipping and receiving of phones, and accessories.

DialAmerica Marketing – Oak Park, Illinois

Training Supervisor 1994 – 2000

Analyzed agent performance and completed Call Quality Checklists to assist agents with providing the highest quality calls.

Trained new representatives on company policies and procedures.

Monitored progress and coached new hires for the first 30 day of employment.

Rainbow Shops – Phoenix, Arizona

Cashier 1990 – 1994

Assisted customers with sales to ensure the best possible customer experience.

Cash handling procedures such as sales, refunds, opening and closing and preparing the cash deposit.

Education

Graduate

John Adams High School

Mishawaka, Indiana

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