Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ciera Donald

Guntown,MS

Summary

Customer Care Representative with notable background in customer service, demonstrating strong problem-solving and communication skills. Experienced in providing top-notch support to customers, resolving inquiries efficiently and maintaining high levels of satisfaction. Proven ability to make significant improvements in customer experience by applying proactive listening and empathy in interactions.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Waste Managment
Tupelo, MS
06.2024 - Current
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Processed orders accurately and efficiently according to established procedures.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.

Professional Development

Full Time Parent & Household Manager
Remote
08.2009 - Current
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Delivered services to customer locations within specific timeframes.
  • Strengthened communication skills through regular interactions with others.
  • Excellent communication skills, both verbal and written.
  • Developed strong organizational and time management skills through scheduling and coordinating family activities.
  • Enhanced budget management and financial planning abilities by overseeing household finances.
  • Cultivated strong interpersonal and communication skills through community involvement and leadership roles in school and local groups.

Property & Casualty Insurance Agent

Acceptance Insurance
Huntsville, AL
07.2023 - 02.2024
  • Advised clients on suitable insurance products based on their needs and financial situations, enhancing client retention through high levels of satisfaction
  • Collaborated with underwriters to negotiate terms and secure competitive rates, facilitating client payment plans within budgetary constraints.
  • Enhanced customer satisfaction by providing prompt and accurate policy information.
  • Negotiated favorable settlements with claimants, maintaining company profitability.
  • Collaborated with colleagues to create a supportive team environment, enhancing overall productivity.
  • Participated in ongoing training opportunities to further develop professional skills and knowledge base.

Admissions Representative

Baptist Memorial Hospital
Oxford, MS
08.2022 - 12.2022
  • Coordinated patient admissions, verifying health insurance information, and facilitating financial aid programs, ensuring a smooth entry and necessary care.
  • Enhanced patient experience by providing compassionate assistance throughout the admissions process.
  • Reduced wait times for patients with efficient coordination between medical staff and administration teams.
  • Ensured compliance with hospital regulations and accreditation standards through thorough knowledge of admission requirements and guidelines.
  • Completed preliminary paperwork for incoming and outgoing patients.

Customer Service Representative

SITEL
Starkville, MS & Remote
08.2008 - 03.2022
  • Supported customers with technical and billing issues related to telecommunications and cable services, improving resolution efficiency and customer satisfaction.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Team Member

Toyota Motor Manufacturing MS
Blue Springs, MS
02.2017 - 07.2018
  • Enhanced overall product quality with thorough inspections and adherence to strict quality control guidelines.
  • Trained assemblers and provided adequate knowledge about processes.
  • Cultivated professional working relationships with peers and supervisors.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.

Education

High School Diploma -

West Point High School
West Point, MS
05.2008

Skills

  • Microsoft Excel
  • POS systems expert
  • Complaint Handling
  • Problem-solving abilities
  • Paperwork Processing
  • Microsoft PowerPoint
  • Computer Skills
  • Microsoft Office
  • Administrative and Office Support
  • Multi-Line Phone Systems
  • Teamwork and Collaboration
  • Money handling abilities
  • Problem Resolution
  • Customer Service
  • Email correspondence
  • Inbound Customer Service
  • De-Escalation Techniques
  • Conflict Mediation
  • Credit card payment processing
  • Calm Under Pressure
  • Product Knowledge
  • 75 wpm Typing Speed7
  • Policies and Procedures Adherence
  • Medical terminology knowledge

Certification

Property & Casualty License - 2023

Timeline

Customer Care Representative

Waste Managment
06.2024 - Current

Property & Casualty Insurance Agent

Acceptance Insurance
07.2023 - 02.2024

Admissions Representative

Baptist Memorial Hospital
08.2022 - 12.2022

Team Member

Toyota Motor Manufacturing MS
02.2017 - 07.2018

Professional Development

Full Time Parent & Household Manager
08.2009 - Current

Customer Service Representative

SITEL
08.2008 - 03.2022

High School Diploma -

West Point High School

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Ciera Donald