CIERA MCKINLEY
Sparta
Summary
Highly motivated and customer-focused professional with a proven track record in remote customer service roles. Skilled in handling routine inquiries, providing excellent communication and problem-solving, and delivering exceptional service. Adept at problem-solving and strong communication skills aimed at ensuring customer satisfaction and driving company growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead Customer Service Agent
Sitel
01.2020 - Current
- Managed80% of customer orders and inquiries through various channels, including phone, email, and in-person communication, prioritizing high-quality service delivery
- Delivered exceptional customer service by actively listening to customer needs and providing appropriate solutions
- Demonstrated utmost professionalism in handling customer information while maintaining strict confidentiality
- Proactively strived to resolve customer issues during the initial interaction to enhance customer satisfaction
Direct Support Professional
Sagility Health
01.2017 - 01.2019
- Communicated with customers in a clear, concise, and courteous manner, ensuring effective understanding and resolution
- Responsible for handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problem solving skills
- Resolved customer complaints and maintained a clean and organized checkout area
- Achieved customer service goals and surpass customer expectations
- Handled sensitive patient information in compliance with HIPAA regulations
- Remote/Hybrid
Customer Support Representative
Getinsured
01.2012 - 01.2016
- Automated deposits, payments, and documentation reports, reducing production time by75%
- Assisted over100+ customers per day in a fast-paced, back-to-back call environment, demonstrating energetic engagement
- Responded to customer inquiries about reward redemptions, customer information updates, card activations, payments, lost or stolen cards, statements, APR inquiries, and credit line increase/decrease requests
- Utilized multiple systems to troubleshoot, respond to, and document customer inquiries
Education
High School Diploma -
Ellender Memorial High School
Houma, LA05.2010
Diploma - Phlebotomy
Phlebotomy Training Specialist
Atlanta, GA03.2022
Skills
- Excellent communication skills, written and verbal
- Proficient in CRM/SAP/Zendesk Salesforce systems and Microsoft Word
- Excellent attention to detail and accuracy in data entry and record keeping
- Flexible to change and procedures
- Transcription
- Error Identification
- LiveChat Support
- Administrative Support
- Ability to thrive in a fast-paced environment
- Ability to multi-task and manage time effectively
- Organized and detail oriented
- Phone Etiquette
- Escalation Handling
- Project management
- Typing speed of 60 wpm
Certification
Customer Service Certificate
Timeline
Lead Customer Service Agent
Sitel
01.2020 - Current
Direct Support Professional
Sagility Health
01.2017 - 01.2019
Customer Support Representative
Getinsured
01.2012 - 01.2016
Customer Service Certificate
High School Diploma -
Ellender Memorial High School
Diploma - Phlebotomy
Phlebotomy Training Specialist
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