Isaiah Harris Email & Phone Number

Remote

Distinguished as the ServiceNow chat liaison and subject-matter expert, guiding agents in client inquiry, root cause analysis, and resolution in proprietary Human Capital Management Paycor Perform Software, managing an average daily load of 70-85 agent chats.Spearheaded process improvement initiatives, resulting in a 3-minute reduction in chat Average Handling Time (AHT).Played a key role in configuring and exporting high-quality outputs for 30+ reports weekly, covering diverse criteria, contributing to effective reporting processes.Showcased proficiency in cleansing and validating imported data, ensuring impeccable data integrity, consistency, and adherence to predefined quality standards for data mapping and import.Utilized qualitative research methodologies to gather and evaluate information from diverse sources, ensuring a thorough and comprehensive coverage of the subject matter.Conducted weekly peer-to-peer training sessions to onboard new hires on various subject matters, including payroll, timekeeping, reporting, data importing, and intra-company backend technical assistance with user profile access and setup issues.

Remote

Led business operations, overseeing financial aspects, resource allocation, and team coordination. Contributed to digital asset creation for creative projects. Managed IT assets, performed deployment, configuration, and technical support for computers, printers, and GCC Expert 24 Vinyl cutter. Identified and documented project constraints, assumptions, business requirements, and scope of work.Procure needed hardware, software, or peripherals, perform research on products available with a comparative analysis capturing features and costs determining the advantages.Implemented weekly troubleshooting sessions to review and test for flaws, and provide solutions to design flaws for vector cut files used for creation of physical products. Designed 50+ original vector cut files using Adobe Illustrator for use on web platforms that increased overall visits by 21% YOY [2022].Secured reliable delivery of all printed materials and apparel by managing print manufacturers and in house production turnaround times. Imported electronic or print files using Adobe Creative Suite and made color, digital image, and text corrections for print projects.

Remote

Provided exceptional technical support to end users, addressing hardware, software, and network-related issues promptly and efficiently.High volume of support requests, 30+ calls a day , 30+ tickets a week via inbound phone que and ticketing system, ensuring timely resolution and maintaining customer satisfaction.Maintained 94% satisfaction rating in monthly end-user feedback score through applied interpersonal skills and providing fast solutions.Performed remote desktop support, using remote access tools to troubleshoot and resolve issues for end users. Proficient in documenting support activities, maintaining detailed incident logs, and creating knowledge base articles to facilitate efficient problem-solving and enhance team productivity.

Jacksonville, North Carolina Area

Contributed to the optimization of billing procedures, payment processing, and account management addressing customer inquiries, resolving discrepancies, and ensuring accurate financial transactions. Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 12%.Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40Promptly handled an average of 45 customer inquiries and complaints per day with a 94% customer satisfaction rateExperienced in identifying opportunities to optimize revenue collection processes, suggesting improvements and implementing efficient solutions to enhance customer satisfaction and revenue generation.

Greenville, North Carolina Area

Provided oversight of the comprehensive lifecycle of signage projects, ensuring seamless coordination from acquisition to installation.Completed design of digital graphic used for the Victra Standard "New Opening" Banner used for official opening of 10+ store locations.Coordinated and directed operational relationships with all sign vendors responsible for the approval acquisition, production and installation of the exterior and interior signage for nearly 300 new Victra store locations.Coordinated two rebrand initiatives to update the branding/signage to the new Verizon brand standard for nearly 300 store locations within budget.Monitored 2-4 million-dollar budgets for two Signage Rebrand Initiative Projects.Created SQL Query Scripts for the extraction, manipulate and analysis of raw data from company ERP systems to find relevant insights on signage related data.Resolved 50+ tickets weekly for signage maintenance and procurement service request from store and district managers in OfficeTrax ticket system.

Jacksonville, North Carolina Area

• Answered an average of 30 calls per day addressing customer inquiries and providing informational solutions• Handled Customer account information through company CRM software and made informational queries through company CRM software and databases for customer benefit• Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Jacksonville, North Carolina

• Assisted in increased customer billings leading to new office expansion to another location• Processed payroll for dozens of employees daily• Conducted live dispatch of employees on the weekly basis • Opened, closed and managed the Office every Saturday shift • Assisted in the hiring process of temp workers• Expert use of company CRM software: Staffcom• Performed Customer Acquisition: cold calls, job order request, potential customer email correspondence• NC-DOT Flagger Certified 2014-2015 /NC-DOT Flagger Instructor: Responsible for the certification of new NC-DOT trained Flaggers; trained and certified thirty-five flaggers to date

Business Management, Business Administration And Management, General

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General