Customer Service E-Commerce

Tommie Harris

linkedin.com/in/tommiebharrisjr

*********@*****.*** 781-***-**** Greensboro,

NC

SUMMARY

As a seasoned IT Customer Service Specialist, I bring a broad base of expertise in software applications, e-commerce platforms, and brand representation. My goal is to leverage my expertise to drive cost savings, establish efficient processes across platforms, and elevate both internal and external customer service. SKILLS _

Specialize in IT Customer Service

Brand Services Representative

E-Commerce Platforms

Software Applications: SAP, ECP & CRM

Strong Communication Skills

Data Entry Proficiency

Inventory Control

Preventative Maintenance, Development & Implementation

Microsoft Office Suite

EXPERIENCE

Kontoor Brands Greensboro, NC

Senior Customer Service Specialist Dec 2021 - Feb 2024 Key Responsibilities

• Managed inventory logistics for Kontoor Brands’ 2nd largest Vendor, Cavenders.

• Provided support for management by contributing to special projects as-needed.

• Facilitated full-circle resolutions to address customer service issues and concerns.

• Utilized the following enterprise software to streamline and enhance customer service processes: SAP, ECP, and CRM.

Key Accomplishments

My role involved the strategic logistics and placement of merchandise worth 3M dollars for Cavenders. This initiative significantly boosted brand recognition for the Yellow Stone TV series brand and the Barbie Move brand.

Trained the Customer Service Department on SAP transactions during Customer Service Week. Received high praise from upper management who were onsite. Centric Brands Greensboro, NC

Customer Service Associate/E-Commerce Lead Oct 2018 - Dec 2021 Key Responsibilities

• Utilized SAP-ECP systems to facilitate efficient order processing and inventory management.

• Addressed and resolved customer complaints, keeping customer satisfaction at the forefront of my service delivery.

• Analyzed e-commerce sales data to provide accurate reports on orders, allocations, and shipping.

• Provided timely responses to email correspondence from business partners located in Los Angeles, New York, and China.

Key Accomplishments

Please note your Key Accomplishments with Centric Brands Global Brands Greensboro, NC

Customer Service Associate/E-Commerce Nov 2017 - Oct 2018 Key Responsibilities

• Streamlined visual and verbal communications via PowerPoint training. This training allowed enhanced system integration and transparent and clear communication within the corporate e-commerce platform.

• Enhanced company efficiency by facilitating team training on SAP systems, e-commerce, customer service training, and optimizing resource allocation, leading to improved leading to improved structure and improved process management.

Key Accomplishments

Through company training, I improved communications across platforms, enhanced customer service, and increased proficiencies in systems processes.

Implemented an enhanced email communication prompt that allowed sales, warehouses, and customers to seamlessly follow the status of any order, service, or product situation.

Created and received approval for implementing an Excel spreadsheet that captured a wide range of data. This spreadsheet, called the “Customer Service Strategy Report” became the primary report within the Customer Service Department.

Jean’s Ultimate Performance Salon Roslindale, MA

Assistant Manager Sep 2009 - Nov 2017

Key Responsibilities

• Oversaw and managed the daily operations and personnel in the front of the house.

• Oversaw the client schedules for the stylists to ensure client appointment accuracy, spacing, and comfort.

• Ensured accuracy in client demographic information collection.

• Processed financial transactions with precision and prepared daily deposits for banking.

• Supported the payroll process weekly and maintained product levels to meet business needs. Key Accomplishments

Acquiring more clients in a two-year period despite the difficulties in recruiting additional stylists. The Rockport Group-West Newton, MA

Lead Brand Representative Apr 2017 - Oct 2017

Key Responsibilities

• Supervised a team of 10 call center agents.

• Streamlined operation within the assigned following domains: purchasing, manufacturing, inventory management, demand planning, warehouse, transportation, and customer service. Customer Service Representative Apr 2016 - Apr 2017

• Supported daily management activities and enhanced workflow efficiency by applying established business knowledge and protocols.

• Streamlined call center processes, customer service, and B2B training. This streamlining contributed to the accelerated success and achievements of the call center agents. Key Accomplishments

My team established and enforced SLA on an average of 95%.

My team hit a record 3 100% SLA in our call center. Brigham & Women’s Hospital Boston, MA

Practice Assistant Ll Dec 2014 - Oct 2015

Key Responsibilities

• Managed a high-volume call center, efficiently handling over 100 calls per shift, ensuring prompt and polite communication aligned with established protocols.

• Coordinated intricate scheduling for endoscopy procedures, demonstrating a high level of proficiency and attention to detail.

• Served as an Epic/Cadence scheduling system expert, facilitating user training and adeptly navigating HMO and third-party insurance matters, maintaining strict adherence to HIPAA regulations. Key Accomplishments

Took the initiative to learn the EPIC system, in addition, I trained other co-workers on this system in advance of the live implementation.

EDUCATION

Quincy College

Business

Administration

2006 to 2007

Hillsborough Community College 2009

Business Administration

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