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Customer Service Representative

Glendale, AZ
December 29, 2019

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Suticia Harris

Glendale, AZ • 602-***-**** •

Customer Service Leader & Coordinator

Continuous Improvement, Problem Solving, & Adaptable Support

Expertise in leading teams, liaising with management, and driving improvement across the customer experience

Growth-oriented and progressive Customer Service Leader & Coordinator skilled in implementing the strategy and objectives of service-focused companies in order to enhance performance and deliver quality service. Adept in managing the customer experience through its comprehensive lifecycle and contributing to the planning, deployment, and execution of strategic initiatives. Continuously improves processes to collect feedback from customers and stakeholders and communicates ideas with leadership and team members. Ensures the customer service team is staffed, trained, and equipped with the right level of expertise to support the business’s objectives.

Areas of Expertise

Team Leadership • Customer Service & Client Relations • Product Marketing • Training & Development

Data Entry & Record Keeping • Scheduling • Workflow Management • Distribution

Inventory Management • Technical Proficiencies • Conflict Resolution • Problem Solving

Vendor Management • Stakeholder Relationships • Remote Work Environments • On-Call & Emergency Management

Professional Experience


Data Entry Representative· Scheduler-Planner

Transitioned into tole to maintain company databases by entering new and updated customer and account information. Processes customer and accounting source documents by reviewing data for deficiencies and missing information. Prepares light research when needed and communicates directly with senior management teams, external and internal stakeholders, colleagues, and others in cross-departmental environments.

●Adds information to computer databases regarding new homes awarded by third-party builders.

●Conducts online research, collects and confirms payment information on behalf of builders, and enters home addresses into the system for processing.

●Conveys and communicates information related to work completion and updates websites accordingly.

●Answers multi-line phone systems and manages customer and builder calls.

CHAS ROBERTS AC – Phoenix, AZ 2015


Responsible for updating, enhancing, and producing training materials while identifying, recommending, and administering new training in alignment with customer call center service philosophy and business needs. Conducted new hire classes alongside recurrent training classes. Partnered with management teams to keep appropriate personnel appraised on employee development as well as changing policies and procedures to deliver a consistent customer experience.

●Oversaw training initiatives on groups of six employees at a time in two-week training classes.

●Created and introduced a self-made training book utilized by new employees.

●Directed daily testing to ensure progress and understanding of company policies and practices.

●Monitored the employee’s on-phone support offered to customers and ensured it met service goals; provided coaching and mentoring when improvement was needed.

CHAS ROBERTS AC – Phoenix, AZ 2010 – 2015

Senior Dispatcher

Managed and motivated a team of HVAC and plumbing technicians while also handling customer service duties. Strategized in cross-functional environment to plan and optimize technician productivity, communicate with customers, and ensure appointment times were met. Operated with limited supervision and coordinated and gave direction to technicians so that they could perform routine tasks for troubleshooting, repair, installation, testing, and other preventative maintenance.

●Exercised positive customer service relationship skills and answered the weekday and weekend on-call cell phone for technicians and area supervisors.

●Input the technician’s appointment time and cleared technician calls through the Tech Service Portal.

●Ordered parts for technicians and supervisors.

●Dispatched calls for service appointments in Phoenix, Queen Creek, Tucson, and New Mexico.

●Ensured the schedule was clear and that no unassigned appointments were present at the end of each shift.

●Assigned and prioritized all appointments to technicians for next day scheduling purposes.

●Verified with builders that electricity had been turned on in new homes scheduled to receive service.

●Successfully built a report in MS Word that showed all pertinent information needed by technicians including the date of the appointment, address, lot number, subdivision, builder’s name and personal contact information, A/C unit manufacturer, number of units, and more.

CHAS ROBERTS AC – Phoenix, AZ 2009 – 2010

Senior Customer Service Representative

Supervised the day-to-day operations of customer service representatives in the performance of their responsibilities and to ensure compliance and responsiveness to customer requirements. Drove the development and implementation of an optimized process workflow to guarantee efficiency and effectiveness. Established and maintained internal network of commercial and operations contacts to deliver timely resolution of customer problems.

●Provided ad hoc support to enter orders, issue quotes, and respond to difficult customer inquiries as needed when team workload requirements exceeded capacity.

●Offered timely follow up to customer feedback and directed, motivated, developed, and supported team members through the use of existing tools and training necessary for success.

●Engaged in continuous improvement and maintained understanding of the organization and its processes.

●Responded to calls from customers, builders, sales representatives, and others; scheduled appointments and handled questions.

●Processes payments over the phone and oversaw administration of online payment portal; ensured safe handling of sensitive credit card data.

●Provided timely printing and mailing and emailing of customer invoices.

Additional Professional Experience

CHAS ROBERTS AC – Phoenix, AZ 2007 – 2009

Customer Service Representative

Taking inbound calls in a high volume call center. Provided customer information, responding and resolving difficult and sensitive inquiries and concerns from customers and other business partners, regarding charges, delinquencies, refunds and services. Handled new customer accounts and existing customers with little to no supervision. Having great attention to detail when taking payments and or billing questions. Reviewed paperwork for completion and accuracy as it pertains to policy

Troubleshoots problems regarding orders, supplies, and billing.




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