Ciara Broughton
Stockbridge,GA
Summary
Customer-focused professional with 10+ years of experience in managing customer orders, inquiries, and claims, seeking a role as a Customer Specialist. Proven track record in maintaining a 100% customer satisfaction rate and increasing revenue by 15% through effective communication and product education. Skilled in CRM software, client relations, and resolving escalated customer issues efficiently.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Licensed Customer Service Representative
Root
Columbus, OH
2025 - Current
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Assisted in the development of new processes to streamline workflows and increase overall efficiency within the department.
- Provided comprehensive support to customers by thoroughly explaining product features, benefits, and usage guidelines.
- Minimized losses for the company by identifying potential fraudulent activities and adhering to established protocols for reporting and resolution.
- Promoted positive company image by consistently delivering exceptional service experiences that fostered long-term customer loyalty.
- Contributed to increased productivity levels through effective time management strategies and organizational skills.
- Proactively identified potential issues, escalating them when necessary for prompt resolution while maintaining clear communication with affected parties.
- Established rapport with diverse clientele through genuine interest in their needs, empathetic understanding of their situation, and candid communication style.
- Consistently met or exceeded sales goals through effective communication and product knowledge.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed to effectively communicate and provide company insurance products.
Team Lead Agent
VXI/ Kaiser Permanente
10.2020 - 10.2024
- Managed 80% of customer orders and inquiries via phone, email, and in-person, ensuring high-quality service and efficient resolution.
- Processed over 100 daily communications, maintaining accuracy and privacy, and achieved Key Performance Indicators (KPIs) of 96% or higher, surpassing the 92% target.
- Increased sales by educating prospects on product and service benefits, contributing to a 15% revenue growth.
- Maintained a 100% customer satisfaction rate by consistently following up with customers to verify resolution.
Direct Support Professional
Child Care Network
07.2020 - 10.2020
- Developed and implemented customer service policies and procedures, resolving escalated complaints promptly and analyzing feedback data to identify service issue trends.
- Provided administrative support to the director, managing communications, maintaining files and schedules, and processing payments for enrollments and monthly statements.
Direct Customer Service Agent
Avis
03.2019 - 03.2020
- Facilitated client enrollment in loyalty programs, ensuring accurate completion and submission of required documentation.
- Conducted thorough inspections of vehicles and equipment to maintain cleanliness and compliance with company standards.
Team Lead
AETC
07.2015 - 12.2018
- Provided technical assistance through multiple channels, enhancing customer satisfaction by 15%.
- Collaborated with the Department of Homeland Security and Airport Aviation personnel, maintaining effective communication and high confidentiality standards.
- Contributed to process improvements that reduced average resolution time by 15%.
Education
Associate of science - Computer Science
Atlanta Technical
Skills
- Client Relations
- Customer Service
- Client Retention
- Tech Support
- Claims Specialist
- Licensed (Personal Lines License)
- Scheduling Coordinator
- Account Management
- CRM Software
- Insurance Sales Strategy
- Inbound and Outbound Calling
- Data Entry
- Medical Billing
- Data Collection
- Paperwork Processing
- Product Knowledge
- Report Generation
- Call Management
- Customer Consulting
- Multi-Task Management
- Critical Thinking
- Premium Billing
- Office Equipment Proficiency
- High-Energy Attitude
- Computer Proficiency
- Prioritization
- Clerical Support
Certification
Licensed (Personal Lines License)
Timeline
Team Lead Agent
VXI/ Kaiser Permanente
10.2020 - 10.2024
Direct Support Professional
Child Care Network
07.2020 - 10.2020
Direct Customer Service Agent
Avis
03.2019 - 03.2020
Team Lead
AETC
07.2015 - 12.2018
Associate of science - Computer Science
Atlanta Technical
Licensed Customer Service Representative
Root
2025 - Current