Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Harrison Whiteis

Temple Hills,MD

Summary

Detail-oriented Tier 2 Customer Service Representative with extensive experience in telecommunications and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge.

Overview

13
13
years of professional experience

Work History

Tier 2 Customer Service Representative

Vecra
05.2024 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Updated account information to maintain customer records.
  • Managed high levels of call flow and responded to consumer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assist new customers with account creation and enrollment.
  • Provided support for new agent and current agents by assisting with call flow through shadowing and live chat support.
  • Functioning as a Subject Matter Expert (SME) while maintaining adherence to all performance metrics.


Tier 2 Technical Support CSR & (SME)

US Support Company
02.2012 - 03.2024
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Updated account information to maintain customer records.

Education

High School Diploma -

Salina High School
Salina, OK
05.2002

Skills

  • Call Management
  • Data Entry
  • Complaint resolution
  • Scheduling
  • Information Security
  • Report Generation
  • Data Collection
  • Account updating
  • Appointment Scheduling
  • Paperwork Processing
  • Quality Assurance Controls
  • Recordkeeping strengths
  • Staff education and training
  • Clerical Support
  • Order Processing
  • Customer Education
  • Customer Relations
  • Call center experience

Languages

Native English

Timeline

Tier 2 Customer Service Representative

Vecra
05.2024 - Current

Tier 2 Technical Support CSR & (SME)

US Support Company
02.2012 - 03.2024

High School Diploma -

Salina High School

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Harrison Whiteis