Remote Customer Service Leader and Ops Coach

SHAYLA HARRIS

PO Box **** Jacksonville, FL *****

904-***-**** ****************@******.***

Objective

Experienced and performance-driven professional with a proven record in customer service, remote support, and team leadership. Seeking a remote customer service supervisor or operations manager role where I can drive performance, mentor high-impact teams, and enhance customer satisfaction through operational excellence and strategic problem-solving.

Core Competencies

- Remote Team Leadership & Coaching

- Customer Service Strategy & CX Optimization

- KPI Monitoring & Performance Management

- Call Center Operations (Inbound/Outbound)

- De-escalation & Conflict Resolution

- Onboarding & Training Staff Remotely

- CRM Systems & Data Entry Accuracy

- HIPAA Compliance & Federal Regulations

- Retail Operations & Inventory Oversight

- First Aid / CPR Certified Florida Notary

Professional Experience

Store Manager - Charlotte Russe

Apr 2023 - Present Jacksonville, FL

* Led daily operations for a high-volume retail location with 15+ employees.

* Trained and developed staff, resulting in a 20% improvement in team sales performance.

* Managed scheduling, visual merchandising, inventory, and customer experience.

* Consistently met and exceeded monthly KPIs for revenue and customer satisfaction. Remote Customer Service Representative - Maximus (Federal Contract) Sep 2022 - Apr 2023 Remote

* Supported borrowers with student loan inquiries in compliance with federal guidelines. SHAYLA HARRIS

PO Box 6340 Jacksonville, FL 32236

904-***-**** ****************@******.***

* Resolved escalated issues and processed time-sensitive requests with 95%+ first-contact resolution rate.

* Collaborated with remote peers and leadership via Slack and Zoom to optimize workflows. Assistant Manager - Ross Dress for Less

Apr 2022 - Aug 2022 Jacksonville, FL

* Oversaw scheduling, floor operations, and payroll for a team of 25+.

* Implemented new team coaching sessions, increasing efficiency by 15%.

* Enforced compliance with loss prevention and safety protocols. Remote Customer Service Representative - LINCARE (Healthcare Support) May 2021 - Apr 2022 Remote

* Handled 60-80 daily calls regarding medical supply orders and insurance.

* Maintained HIPAA compliance and achieved a 98% accuracy rate in data entry.

* Assisted with onboarding and shadowing of new remote hires. Remote Customer Service Agent - CIGNA (Insurance Division) Sep 2020 - May 2021 Remote

* Provided pharmacy and benefits support to members across multiple states.

* De-escalated high-tension customer issues with empathy and professionalism.

* Used CRM tools to track issues and deliver resolutions efficiently. CNA / Home Health Team Lead - Care Centers of Nassau Jan 2020 - Sep 2020 Fernandina Beach, FL

* Supervised team of 7+ aides, ensuring compliance with care plans and safety procedures.

* Communicated regularly with families and clinical staff to coordinate patient care. Sr. Customer Service Associate / Photo Lab Supervisor - Walmart Jul 2018 - Apr 2019 Yulee, FL

* Led electronics, photo lab, and money center departments.

* Trained and supervised new associates while managing customer-facing operations. Education

- Florida State College at Jacksonville - Coursework in Business Management

- Camden County High School - High School Diploma (2015) SHAYLA HARRIS

PO Box 6340 Jacksonville, FL 32236

904-***-**** ****************@******.***

Certifications

- Florida Notary

- First Aid / CPR Certified

- PIT License - Amazon Certified

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