CiEra Washington
West Chester,OH
Summary
Professional advocate with deep experience in enhancing customer satisfaction and driving impactful solutions. Known for building strong team collaborations and adapting to evolving needs, consistently achieving high customer retention and loyalty. Skilled in conflict resolution, effective communication, and process improvement, ensuring seamless customer experience. Recognized for reliability, strategic thinking, and results-driven approach.
Overview
11
11
years of professional experience
Work History
Senior Customer Advocate
Paycor
Cincinnati, OH
02.2023 - Current
- Utilizes problem-solving skills to identify root cause of customer inquiries and implement effective resolutions.
- Draft detailed documentation outlining troubleshooting steps for common technical issues encountered by customers.
- Handles escalated customer issues and worked closely with other departments to resolve them promptly.
- Responds quickly and accurately to all incoming emails from customers regarding product or service related queries.
- Maintains Metrics specifically around quality and was able to not only meet but exceed and use my knowledge to help fellow advocates
- Supported web team in addressing and prioritizing backlogged cases to enhance workflow.
- Dispatched weekly updates regarding customer surveys to drive organizational growth.
Customer Service Representative
Anthem
Mason, Ohio
11.2020 - 11.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Delivered exceptional customer service to every customer by using extensive knowledge of products and services and creating welcoming positive experiences.
- Investigates and resolves customer inquiries and complaints quickly
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Fifth Third Bank
Cincinnati, Ohio
02.2019 - 11.2020
- Processed transactions accurately, ensuring compliance with banking regulations and policies.
- Assisted customers with account management, providing guidance on banking products and services.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
Office Manager
Aspen Dental
Cincinnati, Ohio
02.2018 - 02.2019
- Prepared insurance claim forms, explained benefits and outlined pricing details for procedures and services.
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Supervised and led team of dental hygienists and support staff of 6.
- Recruited, hired and developed office teams to offer best-in-class patient care.
- Delivered excellent customer service resulting in consistent 90% customer satisfaction rating
- Oversaw daily operations of dental office, ensuring efficient workflow and patient satisfaction.
- Managed appointment scheduling system, optimizing patient flow and reducing wait times.
- Analyzed patient feedback to identify areas for service improvement and implement changes.
- Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.
Assistant Bank Manager
US Bank National Association
Cincinnati, Ohio
01.2015 - 02.2018
- Assisted customers with banking transactions, identified and serviced customer needs and resolved issues.
- Collaborated with bank manager and teller supervisor on scheduling, hiring decisions and monthly audits.
- Observed, coached and developed bankers in support of reaching performance objectives.
- Assisted with complex transactions using overrides and functions requiring additional authorization levels.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Recommended loan approvals and denials based on customer loan application reviews.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
Education
Wright State Unversity
Journalism
Northern Kentucky University
Newport, KYHigh School Diploma -
Aiken University
Cincinnati, OH05-2008
Skills
- Upselling Products and Services
- Customer Retention Strategies
- Upbeat and Positive Personality
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Building Customer Trust and Loyalty
- Strong leadership
- Active learning
- Teamwork and collaboration
- Problem-solving skills
- Multitasking Abilities
Timeline
Senior Customer Advocate
Paycor
02.2023 - Current
Customer Service Representative
Anthem
11.2020 - 11.2022
Customer Service Representative
Fifth Third Bank
02.2019 - 11.2020
Office Manager
Aspen Dental
02.2018 - 02.2019
Assistant Bank Manager
US Bank National Association
01.2015 - 02.2018
Wright State Unversity
Journalism
Northern Kentucky University
High School Diploma -
Aiken University