Ciarra Henderson
Glen Burnie,MD
Summary
Support specialist with a focus on technical troubleshooting and client engagement in remote environments. Trains new hires and manages diverse customer inquiries while maintaining precise record-keeping and exceptional communication to enhance service quality and team efficiency.
Overview
6
6
years of professional experience
Work History
Remote Tier 1 Technical Support Representative
TEKsystems
Glen Burnie, Maryland
12.2022 - Current
- Coordinated Business Impact Analysis (BIA) meetings by scheduling sessions, leading conference calls, documenting business processes, gathering stakeholder requirements, and ensuring action items were completed.
- Delivered clear, empathetic, and solution-oriented responses in live chat settings, ensuring customer satisfaction through superior written communication.
- Trained and coached groups of 5–10 employees on system setup and support procedures, enhancing team knowledge and efficiency.
- Adapted to new technologies and changing business priorities, maintaining high-quality support and service delivery.
- Performed high-volume data entry with exceptional accuracy, attention to detail, and strong organizational skills.
Remote Member Service Representative
Aerotek
Glen Burnie, USA
02.2021 - 02.2022
- Experienced in documenting detailed case histories, tracking customer interactions, and following established workflows to ensure seamless service continuity.
- Skilled in de-escalating customer concerns through active listening, empathy, patience, and effective conflict resolution techniques.
- Cultivated positive relationships with colleagues and customers to foster a collaborative and supportive work environment
- Strong multitasking, time management, and prioritization skills with the ability to manage competing responsibilities efficiently.
- Provided detailed information about services and membership benefits.
Remote Scheduling Coordinator
Gutter Helmet
Millersville, Maryland
06.2020 - 02.2021
- Planned and adjusted technician schedules in real time, balancing customer needs, travel distance, emergency requests, and workload priorities to improve efficiency and on-time arrival rates.
- Maintained accurate calendars, appointment records, customer information, and scheduling databases with exceptional attention to detail and data accuracy.
- Demonstrated strong time management, multitasking, and organizational skills while managing multiple calendars, competing priorities, and high-volume scheduling requests in a remote environment.
- Performed high-volume data entry, record management, and documentation with exceptional accuracy while meeting strict deadlines and quality standards.
- Maintained high ethical and professional standards at all times.
Education
Entry Level Dental One -
Dental One
Columbia, MD01-2015
Skills
- Business Impact analysis calls
- Application support
- Technical troubleshooting
- Web application support
- CRM systems
- Chat and email support
- Technical documentation
- Remote desktop support
- E-learning support
- New hire training
- Calendar management
- Team leadership
- HIPAA compliance
- Regulatory compliance
- Scheduling coordination
- SharePoint management
Timeline
Remote Tier 1 Technical Support Representative
TEKsystems
12.2022 - Current
Remote Member Service Representative
Aerotek
02.2021 - 02.2022
Remote Scheduling Coordinator
Gutter Helmet
06.2020 - 02.2021
Entry Level Dental One -
Dental One