Summary
Overview
Work History
Education
Skills
Additional Information - Other Experience
Timeline
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Ciera Dubose

Ypsilanti,MI

Summary

Dynamic professional with a proven track record at Victoria's Secret, excelling in customer experience strategies that boosted satisfaction ratings. Skilled in inventory management and effective communication, I foster strong relationships while ensuring operational excellence. My reliability and multitasking abilities drive team success and enhance service delivery.

Overview

9
9
years of professional experience

Work History

Call Center Representative

Ascensus Retirement Services
02.2020 - 06.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Assisting customers with managing their Roth IRA and traditional IRA accounts
  • Authenticating accounts and monitoring email correspondence

Customer Experience Lead

Victoria's Secret
11.2019 - 12.2020
  • Drafted reports summarizing findings from customer experience initiatives.
  • Trained, coached, and mentored team members on best practices for delivering excellent service.
  • Developed and implemented customer experience strategies to improve customer satisfaction ratings.
  • Maintained up-to-date knowledge of company policies and procedures regarding customer experience operations.
  • Demonstrated ability to lead customer service teams and drive quality standards.
  • Trained new team members on company policies and procedures.
  • Identified customer needs through active listening and proactive communication, offering personalized solutions.
  • Monitored key performance indicators related to customer experience and track progress of implemented improvements.
  • Implemented customer loyalty programs and initiatives to foster long-term customer relationships.

Direct Care Worker

Renaissance House inc
12.2018 - 02.2019
  • Pass medication at scheduled time
  • Prep breakfast lunch and dinner
  • Prep to do activities
  • Prep to do shower and practice good hygiene
  • Do laundry
  • Monitor through shift
  • Take to appointments scheduled
  • Clean house

Package Handler

Alpha Packaging
03.2018 - 08.2018
  • Inspect and pack plastic bottles

Machine operator

FedEx Ground
08.2017 - 03.2018
  • Scan/ unload inbound packages an tag them
  • Split the packages

Quality control

Jac Products
09.2016 - 11.2016
  • Quality control
  • Load inserts onto machine
  • Trim flash
  • Check for splay/discoloration
  • Pack parts into container

Call Center Representative

Telus Communications
04.2016 - 09.2016
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.

Shift Supervisor

Baby Loving Senior Care
10.2015 - 01.2016
  • Wake patient
  • Change patient
  • Shower patient
  • Get breakfast lunch and dinner
  • Help patient walk
  • Take patient to do activities in nursing home

Customer Service

Commercial Cleaning Services
09.2013 - 10.2015
  • Greet customers
  • Take orders
  • Prep food
  • Pack food

Shift Supervisor/Manager

09.2012 - 07.2013
  • Clean apartment complex Halls and curly evacuated units
  • Credit Union
  • Construction sites
  • Other offices and companies

Baking/Preparing food

01.2012 - 01.2013

Education

High School Diploma -

Ypsilanti High School
Ypsilanti, MI
01.2013

Culinary Arts Class, Health Occupations Class, Shift supervisor/Manager, Inventory, Senior Caregiving, Giving Medication, Machine operator (factory)

01.2013

Skills

  • Inventory
  • Computer skills
  • Professional Cleaning skills
  • Culinary Arts
  • Health Occupations
  • Shift supervisor
  • Manager
  • Senior Caregiving
  • Giving Medication
  • Machine operator
  • Reliability and punctuality
  • Meal preparation
  • Multitasking and organization
  • Time management
  • Multitasking

Additional Information - Other Experience

  • Culinary Arts Class
  • Health Occupations Class
  • Shift supervisor/Manager
  • Inventory
  • Senior Caregiving
  • Giving Medication
  • Machine operator (factory)

Timeline

Call Center Representative

Ascensus Retirement Services
02.2020 - 06.2021

Customer Experience Lead

Victoria's Secret
11.2019 - 12.2020

Direct Care Worker

Renaissance House inc
12.2018 - 02.2019

Package Handler

Alpha Packaging
03.2018 - 08.2018

Machine operator

FedEx Ground
08.2017 - 03.2018

Quality control

Jac Products
09.2016 - 11.2016

Call Center Representative

Telus Communications
04.2016 - 09.2016

Shift Supervisor

Baby Loving Senior Care
10.2015 - 01.2016

Customer Service

Commercial Cleaning Services
09.2013 - 10.2015

Shift Supervisor/Manager

09.2012 - 07.2013

Baking/Preparing food

01.2012 - 01.2013

Culinary Arts Class, Health Occupations Class, Shift supervisor/Manager, Inventory, Senior Caregiving, Giving Medication, Machine operator (factory)

High School Diploma -

Ypsilanti High School

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Ciera Dubose