Ciara Robinson
Chattanooga,TN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Chattanooga Housing Authority
07.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Leasing
- Tax Credit
- Files
Lead Customer Service Representative
Five Star Calling Center
01.2021 - 03.2023
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Streamlined processes for better service delivery, resulting in improved customer retention rates.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Responded to customer calls and emails to answer questions about products and services.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Promoted available products and services to customers during service, account management, and order calls.
Employee Records
Covenant Transport Chattanooga
04.2015 - 11.2020
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Ran MRV's for CDL drivers.
- Held Orientation for CDL drivers.
- Drug test all CDL drivers.
- Ran all Backgrounds for drivers.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
Compliance Manager
Blue Cross And Blue Shield
09.2011 - 04.2018
- Streamlined compliance processes by implementing efficient monitoring systems and tools.
- Reduced risk exposure for the company by identifying and addressing areas of noncompliance.
- Conducted thorough internal audits to ensure adherence to regulatory standards and best practices.
- Collaborated with cross-functional teams to establish clear compliance guidelines and expectations for all departments.
- Conducted quarterly audits of environmental management compliance.
- Investigated potential compliance violations and reported findings to senior management.
- Established and monitored compliance procedures to provide consistent implementation across departments.
- Performed regular compliance reviews and audits, identifying non-compliance issues.
Education
Associate Degree in Medical Records - Medical Records
University of Phoenix
Tempe, AZ03.2023
GED -
Maryville High School
Maryville, TN05.2005
Skills
- Account Updating
- Scheduling
- Call Management
- Product Knowledge
- Complaint Resolution
- Data Entry
- Appointment Scheduling
- Paperwork Processing
- Staff Education and Training
- Client Relations
- Problem Resolution
- Staff Training
- Call Center Operations
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Service Representative
Chattanooga Housing Authority
07.2023 - Current
Lead Customer Service Representative
Five Star Calling Center
01.2021 - 03.2023
Employee Records
Covenant Transport Chattanooga
04.2015 - 11.2020
Compliance Manager
Blue Cross And Blue Shield
09.2011 - 04.2018
Associate Degree in Medical Records - Medical Records
University of Phoenix
GED -
Maryville High School
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