Summary
Overview
Work History
Education
Skills
Timeline
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Ciara Mason

Durham,NC

Summary

Highly motivated, detailed and results-oriented team and operations leader, successful at supervising and directing daily efforts of project teams and developing effective work procedures and processes. Results-oriented and organized with extensive experience working in fast-paced environments to consistently meet operational targets.

Overview

7
7
years of professional experience

Work History

Customer Care Analyst

Riverbed Technology Inc
Durham, NC
09.2021 - 06.2023
  • Collaborate with internal teams (IT, Inventory, Logistics, Recovery) to resolve system glitches, ensure successful delivery, and assist with asset returns 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 accurate configuration and timely delivery of assets.
  • Working assigned weekend on-call shifts and assigned holidays

Outbound Client Support Specialist

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

Operations Coordinator

Strategic Security Solutions
Raleigh, NC
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.

Manager

Target
Raleigh, NC
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 and made proactive strategy adjustments to maintain alignment between performance and objectives.

Client Support Specialist

Relias
Cary, NC
09.2017 - 11.2018
  • Researched, identified, and responded to client inquiries expeditiously, providing reactive and proactive customer support.
  • Worked closely with product development and quality assurance teams to serve as voice of customer (VOC) internally and drive resolution of issues.
  • Assisted with the planning of department activities to build team morale.

Teacher

Anne Arundel County Public Schools
Severn, MD
10.2016 - 07.2017
  • Created and implemented weekly lesson plans that will ensure student learning and engagement.
  • Led collaborative planning meetings with other grade level teachers to brainstorm ways to differentiate instruction.
  • Mentored and counseled students with social adjustment and academic issues.

Education

Bachelor of Arts - Mass Communication

North Carolina Central University
Durham, NC
05.2016

Skills

  • Order management
  • Quality assurance and control
  • Project scheduling
  • MRP and ERP systems
  • Customer relationship management
  • Logistics oversight
  • Staff supervision
  • Technology

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

Manager

Target
12.2018 - 08.2019

Client Support Specialist

Relias
09.2017 - 11.2018

Teacher

Anne Arundel County Public Schools
10.2016 - 07.2017

Bachelor of Arts - Mass Communication

North Carolina Central University

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Ciara Mason