ZH
Zakare Harris
- | E:-Gulf Breeze, FL 32563
https://www.linkedin.com/in/zakare-harris-/
PROFESSIONAL
SUMMARY
SKILLS
WORK HISTORY
Well-organized Administrative professional bringing excellent multitasking
abilities developed over 10 years of contact center and field operations
experience. Commended for consistently driving team success with
knowledgeable enforcement of company procedures and skillful personnel
training. Proficient in Five9, MS office and several other products with expertise
in database management.
Staff Management
Team Building
Contract Management
Technical support expertise
Technical Support
Process improvement
Quality assurance
Training and mentoring
Document management
Customer service understanding
MS Office
Supervision
CLIENT SUPPORT MANAGER
01/2016 to 03/2020
ADCOMM Inc | Navarre, FL
Facilitated onsite, video, teleconference, and keynotes for major client
accounts
Monitored employee and customer interactions to assess quality of service.
Prepared daily KPI and Client reports to assist business leaders with key
decision making and strategic operational planning.
Codified office structures and processes to promote teamwork and
performance.
Interpreted management directives to define and document administrative
staff processes.
Maintained accurate, current and compliant financial records by monitoring
and addressing variances.
Drove operational improvements which resulted in savings and improved
profit margins.
Managed quality assurance program, including on-site evaluations, internal
audits and customer surveys.
Developed team communications and information for Client meetings.
OPERATIONS SPECIALIST
01/2014 to 12/2015
ADCOOM INC
Deployed Contact Center IT systems to facilitate new location
Deployed FIVE9 VoIP services company wide
Generated reports of findings to help management with making key
decisions.
Tracked and analyzed reports to determine needed improvements.
Collected, arranged and input information into database system.
Used PIPKINS to model data and forecast trends.
Improved customer satisfaction scores through application of superior
conflict resolution and problem-solving skills.
Managed CRM database, including troubleshooting, maintenance, updates
and report generation.
Arranged corporate and office conferences for company employees and
guests.
Kept physical files and digitized records organized for easy updating and
retrieval by authorized team members.
Aggregated and analyzed data related to administrative costs to prepare
monthly budgets for corporate-level management.
Communicated corporate objectives across all divisions through regular
correspondence and scheduled status updates.
MARKET MANAGER
01/2012 to 12/2014
AEI | Mary Esther, FL
Maximized customer satisfaction by effectively coordinating service delivery
for 100+ customers across territory.
Liaised between senior management and front-line team members to
implement effective changes and revitalize market growth.
Coached sales team members in effective selling strategies and closing
techniques.
Serviced accounts regularly to effectively upsell and cross-sell core and
peripheral products.
Built brand awareness in local market and increased penetration with
proactive strategies.
Achieved monthly sales targets consistently by pursuing new business
every day.
Directed work of 300 sales professionals at multiple offices across 20.
Planned and implemented studies to assess market conditions and
evaluated results to enhance marketing campaigns.
CSR
02/2010 to 12/2012
AEI | Mary Esther, FL
Provided information to customers regarding DIRECTV's charge card and
loyalty program and helped to open and activate new accounts.
Preserved revenue streams by utilizing strong communication and
negotiation skills, offering refunds as last resort to maintain customer
satisfaction.
Educated customers on promotions to enhance sales.
Answered customer telephone calls promptly to avoid on-hold wait times.
Assisted customers with setting appointments, shipping and special order
requests, and arranging merchandise pick-up at other locations.
Evaluated account and service histories to identify trends, using data to
mitigate future issues.
Provided primary customer support to internal and external customers in
fast-paced environment.
Recommended Home Services to customers, thoroughly explaining details.
EDUCATION
High School Diploma
Navarre High School, Navarre, FL
05/2009
