Service Representative Customer Support

KIANNA HARRIS

*************@*****.*** 216-***-**** Garfield Heights, OH, Select One 44125

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Report generation

Credit card payment processing

Report creation

Adaptive team player

Microsoft Office expertise

Problem-solving abilities

Data evaluation

Shipping and receiving understanding

Customer relations

Customer Service Representative Spectrum Mobile - Garfield Heights, OH 11/2022 - 02/2023 Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Remained calm and professional in stressful circumstances and effectively diffused tense situations. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices. Assisted customers with making payments or establishing payment plans to bring accounts current. Fielded customer complaints and queries, fast-tracking for problem resolution. Upheld quality control policies and procedures to increase customer satisfaction. Training Specialist AAA East Central - Cleveland, OH 07/2014 - 09/2022 Educated, coached and mentored 50 new hires in multiple positions. Trained employees on new software with minimum level of frustration and training friction. Handled emergency phone calls calmly and obtained pertinent information with composed approach. Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.

Entered information on computerized systems to verify locations and notify nearest responders. Maintained and updated crucial and confidential information, phone numbers and addresses. Executed proficiency in digital telephone systems. Took caller information, read associated computer information and documented vital details in call tracking and assignment system.

Tax Specialist Jackson Hewitt - Cleveland, OH 12/2007 - 04/2014 Processed forms and payments for customers.

Stayed up to date on regulatory requirements from IRS, state authorities and international tax collection agencies. Helped individual clients, trusts, partnerships and corporations maintain compliance with tax and reporting laws. Gathered and paired customer deduction documents with payments to provide backup documentation on deductions.

Evaluated clients, matching them with best-suited tax professional for individual needs. Paid and collected sales tax and prepared collected W-9 information. Summary

Skills

Experience

Finalized and processed paperwork with local, state and federal government authorities. Assigned tasks to associates to fit skill levels and maximize team performance. Completed thorough opening, closing and shift change functions to maintain operational standards each day. Bartender Applebee's - Bedford, OH 06/1999 - 04/2013 Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.

Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.

Upsold customers from shelf to premium brands to help boost sales. Recommended food and drinks to patrons based on preference, pairings and special promotions. Balanced daily registers and generated sales reports for management. Completed regular bar inventories and daily requisition sheets. Cleveland Heights Cleveland Heights, OH 06/1999 High School Diploma

Education and Training

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