David Harper Email & Phone Number

Austin, Tx, Us

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Provide Level 2 support for all Stewart Title locations in the DFW area. Manage ticket queue via ServiceNow. Responsible for procurement of IT hardware/software, asset management via SCCM, and Active Directory administration.

Irving, Tx

• Responsible for maintaining a high level of customer service while servicing a heavy volume of inbound calls regarding customer accounts• Handle escalated calls with the purpose of resolving customer issues and complaints. • Utilize negotiation skills to work with customers and come to an arrangement that best helps both the customer and the company resolve delinquent accounts• Assist customers troubleshooting various technical issues with Ford Credit website functions• Serve as a mentor to assist with the training and development of new hires and employees transitioning from other department to the Customer Service Center• Facilitate team meetings when team lead is unavailable• Actively participate on the Voice of the Employee committee to help improve employee satisfaction• Support Marketing Department by relaying current incentives and new product information to customersACCOMPLISHMENTS• Employee of the Month• Numerous monthly performance based awards including 100% QA and top Customer Satisfaction• Submitted several process improvement recommendations to help expedite call handling time and improve customer satisfaction• Contributed to a Black Belt project to evaluate the cost effectiveness of allowing CSRs access to eAtlas website to track title status• Organized quarterly employee events and activities to help improve employee morale• Earned reputation for working successfully with previously unhappy clients