Alan C Harper Jr
Boise
Summary
Customer service background for 8+ years. Able to handle multiple tasks at once while remaining calm under pressure. Great at deescalating situations with frustrated clients. Scored high in customer satisfaction and able to capture responses accurately and in a timely manner. Had helped mentor and train new hires on various occasions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Credit Service Representative
Citibank
11.2018 - 08.2024
- Worked on various retail portfolios such as The Home Depot, Best Buy and Sears
- Took daily call volumes ranging from 100 to 300 calls a day
- Helped with bill inquiries, payments, and plans to ensure that the client is capable of paying a deferred interest loan back in a timely manner that would ensure the most savings by avoiding revolving and promotional interest at the end
- Worked with multiple departments to ensure accurate data was provided to clients and to ensure accurate actions were taken
- Often was called on to assist new members on the team with work related questions
- Helped mentor new hires in multiple training classes
- Was one of the Subject Matter Experts in the different teams worked with
- Was able to simplify a task in getting detailed billing info that clients may have and shared the process on the floor
Tech Support Representative & International Travels Sales Associate
Conduent
01.2018 - 09.2018
- Took several calls involving troubleshooting, billing, new products available, and travel packages for those traveling abroad
- Was able to keep up-to-date with the new products offered for cell phones and home internet
- The single portfolio worked on the floor was with Verizon
- Was proficient in walking frustrated customers through troubleshooting steps and also knew how to probe customers and clients alike for their needs to be able to offer various services or unique packages if traveling abroad
- Consistently performed well in meeting sales quotas
- Consistently scored well in customer satisfaction surveys
Customer Service Representative
C3 Contact Channels
03.2014 - 02.2016
- Worked in a fast-paced environment providing excellent customer service
- Assisted customers with billing issues, product questions, and troubleshooting
- Was the first line of contact in technical issues that customers had faced
- Was able to assist in troubleshooting the products offered: cable tv, home phone, and internet
- Kept knowledgeable in product information to help with home internet needs, or entertainment needs especially revolving around channel packages offered
- Was a subject matter expert
- Was a top performer in sales quotas
Education
Microsoft Office Certified -
College of Western Idaho
01.2025
AA - Liberal Arts
College of Southern Idaho
12.2016
Skills
- Team player mentality
- Goal-oriented mindset
- Strong analytical skills
- Regulatory compliance awareness
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Critical thinking
Certification
Microsoft Word
Timeline
Credit Service Representative
Citibank
11.2018 - 08.2024
Tech Support Representative & International Travels Sales Associate
Conduent
01.2018 - 09.2018
Customer Service Representative
C3 Contact Channels
03.2014 - 02.2016
AA - Liberal Arts
College of Southern Idaho
Microsoft Office Certified -
College of Western Idaho
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