Ciera Jones
New Castle,DE
Summary
Business professional with more than five year's experience in customer service. I Possess a firm commitment to providing the highest level of customer and client services. I learn quickly and master new concepts which allows me to create a satisfying and delightful experience for customers and Clients. I have obtained multiple experiences in different types of customer service environments which allow me to assist customers diligently. I am a Committed work professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Founder and CEO
Heal and Grow Natural LLC
Newcastle, DE
07.2019 - 06.2023
- Oversaw budgetary and financial activities and implemented strategies to grow business and profits
- Led organization by establishing business direction and actualizing operational plans to meet goals
- Web design, social media marketing and networking
- Checked financial reports to confirm financial soundness and good operating margin
- Determined revenue and profit impacts of market strategies and led business direction toward profitable channels
- Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities
- Utilized accounting knowledge to help senior managers develop and implement business improvements
- Delivered speeches and attended industry conferences to promote company image and engage with buyers.
Customer Service Representative
Insight Global
Wilmington, DE
11.2021 - 07.2022
- Temporary Contractor
- Worked remotely
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered inbound calls, chats and emails to facilitate customer service
- Followed proper protocol for client disputes and fraudulent activity on accounts
Certified Phlebotomist Technician
Blood Bank of Delmarva, BBD
Christiana, DE
01.2018 - 01.2020
- Maintained fully stocked phlebotomy cart, carrier and station
- Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture
- Upheld donor confidentiality throughout intake and collection process
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment
- Prepared and packaged specimens for courier transport
- Identified patients using proper procedures prior to specimen collection
- Utilized calm and friendly demeanor to increase patient comfort and alleviate anxiety
- Disposed of used needles in sharps containers to avoid accidental needlesticks
- Sanitized work area after every patient to prevent contamination and spread of disease
- Used multiple electronic medical software to conduct patient intakes and send correspondence
- Screened prospective donors by conducting interviews, obtaining medical histories and measuring vital signs.
Licensed Security Officer
U.S Security Ass
New Castle , DE
09.2013 - 10.2016
- Identified potential threats to property or persons and took appropriate action to prevent them from occurring.
- Assisted with training new security personnel on policies and procedures.
- Performed crowd control duties at events or large gatherings as required.
- Conducted daily patrols of assigned areas to ensure security regulations were enforced.
- Verified identification of visitors and staff members, issued visitor passes and tracked access records.
- Coordinated communication between multiple departments within the organization regarding security issues.
- Inspected buildings and equipment for signs of tampering or damage, corrected any deficiencies found during inspections.
- Prepared detailed incident reports for all incidents or violations of security policies.
- Maintained accurate logs of daily activities including personnel movements, shift changes and other related information.
- Adhered strictly to company policy regarding confidentiality of sensitive information.
- Ensured that all safety protocols were followed while on duty.
- Provided customer service by responding to inquiries from the public in a professional manner.
Education
MBA - Business Management
DeVry University
Philadelphia, PA12-2026
Certificate in Phlebotomy - Psychology
Delaware Technical Community College
08.2019
High School Diploma -
William Penn High School
New Castle, DE06.2008
Some College (No Degree) - Psychology
University of Phoenix-Online Campus
Skills
- Organizational skills
- Customer service (10 years)
- Social media marketing and networking (5 years)
- Web design (4 years)
- Accounts payable (1 year)
- Banking (1 year)
- Call center
- Customer support
- Computer skills
- Microsoft Word
- Microsoft Outlook
- Filing
- Phlebotomy
- Vital Signs
- CCTV Monitoring
- Access Control
- Emergency Response
- Interior and Exterior Patrol
- Report Writing
Certification
Certified Phlebotomy Technician
- Phlebotomy Training -2019
Licensed Security officer - Since 2013
Timeline
Customer Service Representative
Insight Global
11.2021 - 07.2022
Founder and CEO
Heal and Grow Natural LLC
07.2019 - 06.2023
Certified Phlebotomist Technician
Blood Bank of Delmarva, BBD
01.2018 - 01.2020
Licensed Security Officer
U.S Security Ass
09.2013 - 10.2016
Certificate in Phlebotomy - Psychology
Delaware Technical Community College
High School Diploma -
William Penn High School
Some College (No Degree) - Psychology
University of Phoenix-Online Campus
MBA - Business Management
DeVry University
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