Shanise Harris

About

Hello! As someone with a proven track record of managing high volumes of support requests, I have the expertise necessary to help businesses maintain strong relationships with their customers. With exceptional communication skills, a passion for delivering world-class customer service, and a dedication to ensuring client success, I am the ideal candidate for businesses seeking a highly skilled and experienced customer support specialist and virtual assistant.

Experience

• Customer Support Specialist · NuORDER01-01-2021 – 01-16-2023

  Managed high volume of incoming customer tickets, chat, and phone support, providing timely and effective assistance to resolve customer issues and concerns. Troubleshot app issues and bugs raised by clients and internally, testing and replicating issues to determine the best course of action for resolution. Became a NuORDER expert, demonstrating a deep understanding of the web and iPad app to provide exceptional technical and non-technical support to clients. Interacted professionally with VIP customer clients, ensuring their needs were met with the highest level of customer service. Analyzed and manipulated data in Excel to identify data issues and worked with customers to address and resolve these issues.

• Product Support Specialist · Noteworth01-01-2020 – 01-01-2021

  Responded to inbound support requests in a confident, knowledgeable, and empathetic manner while meeting SLAs, ensuring exceptional customer service. Guided new Noteworth patients through product walkthroughs, providing personal outreach when needed, to ensure a seamless and positive user experience. Demonstrated mastery of Noteworth's client-facing application, providing technical support to both technical and non-technical users. Created and followed internal workflow and documentation processes for questions, concerns, and product issues, ensuring all support requests were handled efficiently and effectively. Facilitated and led help desk quality audits, building reports that highlighted support trends and provided analysis of results on a monthly basis. Additionally, provided training and created documentation for both internal and client-facing use, to ensure continuous improvement of product and services.

Education

• Kennesaw State UniversityBachelor's Degree, Communications

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