Tonia S Harrison

Houston, TX 281-***-**** adtj9h@r.postjobfree.com www.linkedin.com/in/toniaharrison/

Dynamic, versatile customer service supervisor with 14+ years of experience in delivering excellent client support. 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

Beacon Hill Staffing Fort Worth, TX

Appeals Team Member November 2021 to September 2022

Ensured accuracy and diligence 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 eight 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

Oversaw thirty inquiries per day and developed reputation for professionalism and commitment to surpassing quality and production requirements

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

MTX Houston, TX

Call Center Supervisor May 2020 to May 2021

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

Managed and mentored thirty 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 four project managers

Rideshare Guardian of Texas Houston, TX

Managing Director/Operator 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 fifty 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 six children from school to tutoring sessions for Old School Tutoring LLC

Same Day Water Heaters Houston, TX

Call Center Supervisor June 2009 to April 2019

Oversaw twelve 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 $75000 in costs by processing payments and refunds with 100% accuracy

Naughty N’ Nice Houston, TX

Office Manager/Bookkeeper October 2008 to June 2009

Reduced office expenses by 50% through close inventory control and monitoring of check books

Spearheaded administrative duties with 100% accuracy and careful diligence, such as preparing payroll, deposits, and collections

Managed 100+ customer interactions per day, giving detailed, personalized, friendly, and polite service to maximize customer retention

Hunter-Sullivan Financial Services Katy, TX

Operations Manager March 2008 to August 2008

Attained 95% customer satisfaction rate while supporting 50+ bookkeeping clients

Provided leadership and mentoring for six team members, sourcing methods to refine productivity and reduce time spent on redundant tasks

Monitored database integrity for 100+ clients, ensuring accuracy of data entry

Enabled seamless use of resources to meet or exceeded company’s customer service goals

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

Education & Certifications

Some College in Business Administration/Accounting, Emporia State University

Professional Affiliations

President, Katy Charter Chapter

Vice President, Katy Charter Chapter

Newsletter & Website Committee Chairperson, Katy Charter Chapter

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