Cierea Wellmaker
Barnesville,USA
Summary
Dynamic Customer Service Specialist with a proven track record at Amazon, excelling in billing issue resolution and fraud investigation. Adept at problem-solving and negotiation, consistently achieving high customer satisfaction rates. Strong communicator skilled in multi-system navigation, dedicated to enhancing customer experiences and driving successful outcomes.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
Home Depot
01.2022 - Current
- Delivered frontline support via phone, email, and chat for account and prepaid-related inquiries, ensuring a positive customer experience in all interactions.
- Investigated and resolved complex customer issues across multiple platforms, documenting findings for escalation to billing or fraud departments.
- Negotiated resolutions for escalated cases, offering clear explanations of policies and available options to drive customer satisfaction.
- Mentored and supported new team members on CRM best practices, time management, and multi-channel service excellence.
Customer Experience Support
Independent Contractor (Remote)
01.2021 - 02.2023
- Assisted clients in navigating online platforms, resolving account setup, billing, and technical access issues via email and chat.
- Acted as customer advocate by escalating unresolved cases to technical support or service teams, ensuring follow-through to resolution.
Customer Service Specialist
Amazon
06.2017 - 12.2021
- Handled high-volume inbound calls, chat, and email inquiries regarding prepaid accounts, billing, and account access issues.
- Researched and documented fraud-related claims and unauthorized charges, verifying details and escalating to fraud/risk teams as needed.
- Maintained performance metrics above standards, achieving 95%+ CSAT and consistently exceeding resolution targets.
- Applied empathy and strong communication skills to defuse stressful situations and restore customer trust.
Education
High School Diploma -
Pike County High School
Zebulon, GA01.2009
Skills
- Phone and email support
- Billing issue resolution
- Fraud investigation and charge handling
- Escalation and coordination
- Problem solving and negotiation
- Multi-system navigation
- Time management and prioritization
- Clear communication skills
- Microsoft Office proficiency
- CRM navigation and knowledgebase access
- Customer experience and de-escalation
Systems And Technical Proficiencies
- Microsoft Office Suite (Word, Excel, Outlook)
- CRM & Internal Knowledgebase Platforms
- Quick to learn proprietary banking and fraud investigation systems
Timeline
Customer Service Specialist
Home Depot
01.2022 - Current
Customer Experience Support
Independent Contractor (Remote)
01.2021 - 02.2023
Customer Service Specialist
Amazon
06.2017 - 12.2021
High School Diploma -
Pike County High School
Similar Profiles
SARAH MOREIRASARAH MOREIRA
District Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home DepotDistrict Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home Depot
Carmen MonterrosasCarmen Monterrosas
OVERNIGHT STOCKER AND RECEIVER at Home Depot/Lowes Home ImprovementOVERNIGHT STOCKER AND RECEIVER at Home Depot/Lowes Home Improvement
DeMarius Holmes Jr.DeMarius Holmes Jr.
Order Fulfillment Associate. Family Business Work at Home Depot. Holmes Home Repair LLCOrder Fulfillment Associate. Family Business Work at Home Depot. Holmes Home Repair LLC
Jerimy SmithJerimy Smith
HDIS Senior Design Consultant at Home Depot Home ServicesHDIS Senior Design Consultant at Home Depot Home Services
Leslie ShirekLeslie Shirek
OUTREACH & ADMISSIONS SPECIALIST at North Dakota State College of ScienceOUTREACH & ADMISSIONS SPECIALIST at North Dakota State College of Science