Ciera Anderson
Springfield,IL
Summary
Detail-oriented Member Service Representative with extensive experience in customer service. Demonstrated ability to resolve complex issues and enhance client satisfaction and retention. Strong communication and problem-solving skills contribute to effective team collaboration and achievement of organizational goals. Committed to tackling challenges and driving positive results through dedicated service.
Overview
19
19
years of professional experience
Work History
Operator
A & A Answering Service
Springfield , IL
05.2025 - Current
- Monitored alarm systems and responded to emergency calls promptly.
- Coordinated communication between law enforcement and emergency services to facilitate rapid response.
- Operated radio and telephone systems to relay critical information swiftly.
- Received and processed emergency calls from the public, providing appropriate response.
- Verified alarm signals with callers to ensure accuracy of information provided.
- Handled customer inquiries with professionalism and courtesy.
- Resolved client issues promptly while adhering to company policies.
- Monitored service quality to maintain compliance with company standards.
- Collaborated with team members to ensure smooth communication flow.
- Assisted in training new staff on operational procedures.
- Trained new dispatch personnel on procedures and system operations effectively.
- Provided accurate information to clients following company protocols.
Members Services Rep
Teachers Retirement System of IL
Springfield, Illinois
09.2024 - Current
- Responded to member inquiries, analyzed needs, and recommended tailored solutions to enhance member satisfaction.
- Assisted members with retirement account inquiries and benefit eligibility.
- Process retirement claims and provide estimates for different retirement scenarios
- Educated members on retirement planning options and resources, empowering informed decision-making.
- Logged into call center phone system to efficiently assist members with inquiries regarding retirement procedures.
- Processed member requests for account changes and updates efficiently.
- Provide web assistance to members having issues with setting up online accounts and username verification and password recovery
- Schedule appointments for both the Springfield and Lisle office adhering to calendar availability
- Responded to member concerns with professionalism and empathy.
- Managed customer conflicts and challenging situations calmly, utilizing internal knowledgebases to craft effective solutions.
- Ensured adherence to organizational security protocols in member communications.
Pre-loader
UPS
Springfield, Illinois
09.2023 - 04.2024
- Lifted and loaded heavy packages while maintaining organization and speed in a fast-paced environment.
- Ensured packages are properly prepared for delivery
- Accurately sorting packages based on delivery routes
- Organized packages by destination for effective route planning.
- Scanned, pushed and loaded items on conveyor line for loading into trailers.
- Monitored package quality and resolved damages prior to loading.
- Collaborated with team members to streamline workflow during peak hours.
- Followed safety protocols to maintain a secure work environment.
- Assisted in training new employees on loading procedures and best practices.
- Ensured that all products were stored properly in designated areas.
- Maintained up-to-date knowledge of warehouse procedures and policies related to shipping and receiving activities.
Correspondent Operations Specialist
Wells Fargo
Springfield, Illinois
03.2015 - 02.2024
- Cleared stipulations by verifying proof of income and employment to facilitate smooth loan processing
- Completed verifications and documentation to ensure accuracy and compliance.
- Processed loan applications and supporting documents daily.
- Reinforced next steps with borrowers, guiding them through the loan process for better understanding
- Collaborated with internal and external business units to resolve escalated issues in loan documentation
- Perform a variety of loan documentation tasks for moderately complex loans
Customer Service Associate
JC Penny
Springfield, Illinois
10.2015 - 03.2021
- Resolved customer complaints and issues to ensure satisfaction and loyalty.
- Assisted customers with product inquiries and purchase decisions.
- Educated customers on product features and benefits to facilitate informed purchasing decisions.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Assisted customers with returns, exchanges, and refunds.
- Processed customer transactions by efficiently scanning and bagging items.
- Detail merchandise; assisted customers with processing online orders in store
- Collaborated with team members to ensure a smooth workflow.
- Monitored inventory levels and restocked merchandise.
Education Specialist
The Hope Institute
Springfield, Illinois
12.2011 - 03.2015
- Collaborate with teachers, administrators, and other educational professionals to improve student learning outcomes
- Created and executed strategies to promote student success
- Focused on individualized goals and developmental programs for each child
- Supported students in completing schoolwork and managing daily activities
Customer Service Rep
Comcast
Springfield, Illinois
03.2010 - 05.2011
- Resolved customer complaints through thorough investigation and tailored solutions, enhancing overall customer experience.
- Handled escalated calls with professionalism and empathy, ensuring customer satisfaction and loyalty.
- Assisted customers with inquiries regarding monthly bills and services; Accurate documentation of customer interactions tracking issues and resolutions
- Followed up with customers to ensure satisfaction and address any outstanding concerns
- Educated customers on new products and services to enhance their experience.
- Provided customers with new equipment for services and exchanged defective items.
- Collaborated with team members to streamline customer service processes, improving response times and service quality.
- Utilized troubleshooting techniques to solve technical issues for clients promptly.
Customer Service Rep
AT&T
Springfield, Illinois
09.2006 - 01.2010
- Educated customers on billing, payment processing, and support policies to enhance their understanding and satisfaction.
- Documented customer interactions during each call, tracking issues, resolutions, and account changes for accurate record-keeping.
- Conducted follow-up calls to resolve customer service issues, ensuring timely technical support and fostering customer loyalty.
- Responded to customer requests for products, services, and company information
Education
Some College (No Degree) - Human Resources Management
University of Phoenix
Phoenix, AZ01-2019
Some College (No Degree) - Health Care Administration
University of Phoenix
Phoenix, AZ01-2014
High School Diploma -
Springfield High School
Springfield, IL01.2005
Skills
- Call center experience
- Customer service
- Customer support
- Issue resolution
- Call processing
- Payment processing
- Transaction processing
- Client education
- Member education
- Database management
- Data entry
- Time management
- Active listening
- Conflict resolution
Timeline
Operator
A & A Answering Service
05.2025 - Current
Members Services Rep
Teachers Retirement System of IL
09.2024 - Current
Pre-loader
UPS
09.2023 - 04.2024
Customer Service Associate
JC Penny
10.2015 - 03.2021
Correspondent Operations Specialist
Wells Fargo
03.2015 - 02.2024
Education Specialist
The Hope Institute
12.2011 - 03.2015
Customer Service Rep
Comcast
03.2010 - 05.2011
Customer Service Rep
AT&T
09.2006 - 01.2010
Some College (No Degree) - Human Resources Management
University of Phoenix
Some College (No Degree) - Health Care Administration
University of Phoenix
High School Diploma -
Springfield High School