Summary
Overview
Work History
Education
Skills
Timeline
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Ciara Mason

Durham,NC

Summary

Highly-motivated customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both customer and operational needs by applying strong organizational, research and time management skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

5
5
years of professional experience

Work History

Customer Care Analyst

Riverbed Technology Inc
09.2021 - 06.2023
  • Collaborate with internal teams (IT, Inventory, Logistics, Recovery) to drive customer success in a fast pace environment.
  • Manage customer hardware RMAs globally to ensure timely deliveries within SLA.
  • Activate licenses and troubleshoot reported licensing issues.
  • Act as liaison between customers and contract manufacturers, ensuring timely delivery of assets.
  • Participate in an on-call shift rotation

Outbound Client Support Specialist

Credible
01.2021 - 08.2021
  • Engage with customers who have inquired online to assist them in finding suitable lenders for student loans, personal loans, and mortgage loans.
  • Built rapport with customers to identify their needs while promoting products that best suit customers' needs, increasing profitability for internal Finance team.

Operations Coordinator

Strategic Security Solutions
08.2019 - 05.2020
  • Planned daily operational strategies, including service routing, team workflows and promotional initiatives.
  • Leveraged ERP software to coordinate and enhance daily operations.
  • Coordinated and managed project tasks to ensure project delivery within established budgets and timelines.

Guest Services Supervisor

Target
12.2018 - 08.2019
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Evaluated operational trends while making proactive strategy adjustments to maintain alignment between performance and objectives.

Education

Bachelor of Arts - Mass Communication

North Carolina Central University
Durham, NC
05.2016

Skills

  • Customer relationship management
  • Cross Functional Collaboration
  • Order management
  • MRP and ERP systems
  • Self Starter
  • Data Entry

Timeline

Customer Care Analyst

Riverbed Technology Inc
09.2021 - 06.2023

Outbound Client Support Specialist

Credible
01.2021 - 08.2021

Operations Coordinator

Strategic Security Solutions
08.2019 - 05.2020

Guest Services Supervisor

Target
12.2018 - 08.2019

Bachelor of Arts - Mass Communication

North Carolina Central University

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Ciara Mason