Ciara Timmons
Greenbelt,MD
Summary
Excellent customer support professional with extensive experience at BC FORWARD for ACCENTURE, excelling in call center operations and quality assurance. Proven track record of enhancing customer satisfaction through effective issue resolution and training. Proficient in Salesforce, with strong verbal communication skills, consistently exceeding performance metrics and driving operational efficiency.
Overview
12
12
years of professional experience
Work History
Call Center Representative
BC FORWARD For ACCENTURE
Remote
06.2021 - Current
- Managed inbound and outbound calls to address customer inquiries and resolve issues
- Verified insurance eligibility and details for providers and medications.
- Documented customer interactions in CRM system, ensuring data accuracy and compliance
- Collaborated with team members to streamline processes and improve response times
- Trained new staff on call handling procedures and company policies for consistency
- Handled escalated complaints with professionalism, maintaining customer satisfaction levels
- Conducted follow-up calls to ensure resolution of issues and gather feedback
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Investigated and resolved customer inquiries and complaints quickly.
- Coordinated calls with Navigators to authenticate documents such as passports and driver's licenses.
- Offered assistance in resolving technical problems with accounts.
- Supported payment procedures and explained billing information.
- Accurately completed eligibility applications.
Call Center Quality Analyst
BC FORWARD For ACCENTURE
Remote
01.2023 - 04.2024
- Evaluated call center interactions for adherence to quality standards and compliance protocols.
- Provided detailed feedback to agents, enhancing performance and customer satisfaction.
- Collaborated with team leads to identify training needs and develop improvement plans.
- Analyzed call trends and patterns to recommend process enhancements for operational efficiency.
- Conducted regular audits of recorded calls to ensure consistency in service delivery.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Achieved daily targets and supported PII investigations.
Customer Service Representative
MD Face Painter
Lanham, Maryland
06.2013 - Current
- Received payments and processed transactions.
- Suggested additional products and services to achieve sales goals.
- Engaged customers in process to provide memorable experience.
- Presented template design options and discussed preferences.
- Received payments and processed transactions
- Married artistic skill with customer suggestions to create unique designs
- Followed health and safety protocols for guest benefit
- Suggested additional products and services to achieve sales goals
- Kept work areas clean and neat at all times
- Designed advertisements and signage
- Planned, organized and scheduled work
- Set up painting station and stocked with supplies
- Developed marketing and sales strategies to maximize business success
- Resolved client concerns quickly and professionally
- Followed health and safety protocols for guest and employee benefit.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Consulted with customers to assess needs and propose optimal solutions.
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
- Input income and expense details into database to track business finances and address variances.
- Used print strategies such as newspaper ads, business catalogs and marketing brochures to bring in and capture new customer business.
- Confirmed appointments, communicated with clients and updated client records.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
Delivery Driver
Amazon
Rockville , MD
04.2020 - 05.2021
- Completed on-time deliveries by choosing best and most efficient routes.
- Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.
- Verified daily deliveries against shipping instructions before delivering to customers.
- Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
- Oversaw product loading to keep items balanced, work efficient and items secure for safe delivery.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Fostered positive working relationships with regular customers.
- Delivered packages to customer doorsteps and business offices.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
Server Trainer/Server
SoBe Restaurant and Lounge
Glenn Dale, MD
08.2017 - 06.2019
- Validated IDs to uphold legal age requirements for serving alcohol.
- Conducted training sessions for new staff on restaurant practices, culture, and procedures.
- Enhanced team knowledge of menu components and cooking techniques.
- Prepared trays by arranging accessories like eating utensils, napkins, and condiments.
- Restocked salad bar and buffet for lunch and dinner service
- Trained new team members on restaurant procedures, menu items and performance strategies
- Memorized restaurant wine stock and appropriate entree pairings, driving daily wine sales averaging $500
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions
- Monitored guests for intoxication and immediately reported concerns to management
- Orchestrated positive customer experiences at all stages by overseeing every area of operations
Education
Information Technology
Strayer University
Washington, DCSkills
- Customer support
- Tech Support
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Call control
- Training experience
- Quality assurance
- Documentation and reporting
- Proficient in Salesforce/NICE/AWS
- Microsoft office
- Call monitoring
- Customer needs assessment
Accomplishments
- Consistently ranked in the top 5% of the team for call quality and efficiency.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing service follow-up calls and emails.
- Collaborated with quality assurance teams to revamp call scripts and escalation protocols, improving compliance and customer outcomes.
- Trained and mentored 4+ new team members
- Supported supervisors in by providing advanced support and guidance to peers and new hires. reducing escalations
Timeline
Call Center Quality Analyst
BC FORWARD For ACCENTURE
01.2023 - 04.2024
Call Center Representative
BC FORWARD For ACCENTURE
06.2021 - Current
Delivery Driver
Amazon
04.2020 - 05.2021
Server Trainer/Server
SoBe Restaurant and Lounge
08.2017 - 06.2019
Customer Service Representative
MD Face Painter
06.2013 - Current
Information Technology
Strayer University