Support Representative Customer Service
Resume:
Vickie Harris
Norfolk, VA *****
757-***-**** • **********@*****.***
CUSTOMER SERVICE EXPERT / TEAM BUILDING AND RELATIONSHIP MANAGEMENT
Enthusiastic Customer Service professional motivated to maintain customer satisfaction and contribute to company success. Experienced in sales, tech support, and customer care. Familiar with major customer service software, conflict resolution, and possess a positive attitude.
AREAS OF EXPERTISE
Relationship Management
**********@*****.***
Business Administration
Strong Communication
Coaching and Mentoring
Training and Development
Complaint Resolution
Data Analysis
Report Processing
PROFESSIONAL EXPERIENCE
Conduent
1344 Crossways Blvd
Chesapeake, Virginia 23320?
Business Administrator I
Customer Service
09/14/2023 – 01/20/2023
Provided customer service support for incoming calls for Verizon employees to assist with questions on their benefits .
Walmart, Inc
7530 Tidewater Dr
Norfolk, Virginia 23505
Part time employee
11/2020 -current
Working as HomeTA associate
Maintaining stock and restocking of merchandise on my department. Also other duties as assigned by Manager.
QVC
River Birch Run
Chesapeake, Virginia 23420
Customer service/support Representative
5/6/2019 - 10/08/2021
Answered incoming calls for customers with order issues, payment issues. Also took orders for customers, as well
Cox Communications, Inc.
Communications Center Specialist / Customer Service Residential 11/2013 – 6/ 2018
Provided technical support for Field Technicians on an enterprise-wide basis (nationally).
•Assisted technicians in a call center environment with phone, internet and video issues.
•Did troubleshooting with technicians to resolve problems and/or escalated to a different department depending on the severity of the issue.
•Monitored email request box to assist techs.
•Supported vendor dispatchers.
•Upgraded customers’ services for technicians upon request.
Commercial Technical Records Administrator (TRA), Business Customer service 10/2006 – 2/2012
Managed assignment of repair tickets in Remedy to Repair department and maintenance technician’s in field after verifying.
•Contacted necessary departments for information for verification as needed.
•Assigned Commercial IMAC I work in Optix; as well as accessed each job in pool for work order request daily.
•Answered incoming calls and answered and monitored emails for Commercial TRA Mailbox.
•Managed weekly reliability report.
•Acted as backup for other TRA team members when out of the office resulting in completing daily functions and no disruption in service to technicians.
Residential Local Number Portability Specialist/Customer Service -
(ROC) Regional Operations Center 5/2003 – 10/2006
Placed, tracked, and coordinated residential LNP, with ILEC’s, CLEC’s and customer for the timely delivery of telephone service. Placed, tracked and coordinated with other ILEC’s and CLEC’s on “winback” and “portout” orders.
Vickie Harris
Page Two
**********@*****.***
Residential Local Number Portability Specialist - (ROC) Regional Operations Center, Continued…
•Interfaced with LEC’s and industry forums on problems surrounding daily processing of Porting (LNP), Unbundled Network (UNE) and Resell orders for Commercial customers.
•Interfaced with ICOM’s, Service Log orders and customer to determine daily installation, reschedule and activations of orders.
•Interfaced with Service Order Path to create, release, modify and activate numbers for transfer between ILEC’s and CLEC’s.
•Verified number assignment information in ICOMS billing system and provided confirmation of customer records before the transfer of service.
•Reported employee, team and department performance against specified standards by compiling, analyzing and publishing periodic performance reports.
•Handled and resolved high-level escalations for the successful completion of changes, reschedules, loss of service and incorrect porting orders. Interacted with field, switch, and 3rd party vendors to ensure smooth transition of telephony services.
•Communicated with field personnel via radio and phone to effectively manage and coordinate porting and activation of service.
•Assisted in identifying customer service issues affecting delivery of telephone service.
•Created/designed customized reports on an as needed basis.
•Analyzed and maximized efficiency of all departments by reviewing procedures and making recommendations to improve departmental operation.
•Assured all regulatory authority requirements were met by documenting and preparing reports as needed.
•Completed special projects as assigned using all available technology and knowledge of departmental operation.
•Identified and understood ICEC and CLEC Business Rules related to completion of UNE and Resale orders.
PREVIOUS PROFESSIONAL EXPERIENCE
Cox Communications, Inc
Customer Accounts Specialist
Installation Clerk / Dispatch Systems Operations Center
PROFESSIONAL DEVELOPMENT
Completed Cox University courses pertaining to jobs / at least 11 per evaluation period.
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