Cierica Kilpatrick
Decatur,GA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Human Resources Specialist
Genuine Parts Company
Atlanta, GA
10.2023 - Current
- Respond to customer inquiries provide quotes
- Relates to all technical customer support activities, the business, call center, field
- Works with team members to develop approve, validate, and maintain problem resolution databases making entries to improve process
- Interprets analyzes, diagnoses, documents and resolve to internal supported hardware, software, LAN and WANs with the objective of closing calls
- Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets, and employee updated on their issues in a clear and timely manner
- Recommend process improvements and create new and/or modify existing process documentation or knowledgebase articles
- Act as main point of contact for all customer inquiries, requests and transactions
- Process updates to the employee’s record ensuring accurate documentation for all transactions
- Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD’s)
- Create a new case or update an existing case for every request received in the ESC’s case management system
- Performs daily review of open case queues to ensure inquiries/requests are being assigned, resolved and closed properly and in a timely manner
- Ensure quality employee experiences by using a professional and service-focused approach when handling all inquiries
- Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information
- Work to resolve as many calls/cases as possible upon first call/contact
- Assign cases to appropriate escalation point as necessary
- Recognize, document and inform the supervisor regarding trends in internal and external inquiries
- Establish and maintain effective working relationships with peers, management, customers and field HR staff
- Exercise sound judgment when prioritizing, organizing and monitoring inquiries while assigning emails and distributing cases timely to team
- Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase
- Recommend process improvements and create new and/or modify existing process documentation or knowledgebase articles
Customer Care Representative
Department of Human Resources
Atlanta, GA
02.2022 - 10.2023
- Provide/ coordinates services to clients, families and partners that call or visits the local offices
- Provides follow up and or customer services to resolve any issues
- Screens and registers application for all OFI eligibility programs offered as required
- Use Microsoft office suite and or standard software applications typically used in a corporate office environment to perform daily work assignments
- Routinely uses electronic application document imaging and eligibility system
Quality Assurance Analyst
Brightstar Device Protection
Alpharetta, GA
01.2018 - 07.2021
- Trained and led staff on proper QA standards.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Communicated regularly with management to discuss quality trends.
- Conducted internal audits to measure adherence to established QA standards.
- Maintained self-study program to enhance QA knowledge and skills.
Special Needs Bus Monitor
Dekalb County School System
Decatur , GA
12.2015 - 01.2018
- Facilitated transportation for children with disabilities, ensuring safety and compliance.
- Ensured proper restraint of all passengers during bus rides.
- Assisted disabled children with emotional or behavioral challenges while boarding and exiting school buses.
- Maintained up-to-date knowledge of emergency evacuation procedures for safe transport.
- Coordinated transfers to ensure children were delivered to appropriate parents or guardians.
Special Needs Bus Monitor
Herny County School System
McDonough, GA
08.2013 - 12.2015
- Informed parents about any issues concerning their children's transportation needs.
- Advised passengers to be seated and orderly while on vehicles.
- Maintained records of student attendance and behavior during trips.
- Reviewed and followed Individual Education Program (IEP) plan for each student.
Dietary Aide
Lake City Rehab Center
Morrow, GA
01.2011 - 08.2013
- Served food and beverage items to residents, meeting therapeutic diets.
- Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
- Greeted visitors entering the kitchen area, provided them with information about services offered, and directed them accordingly.
- Monitored food temperatures to ensure safety and quality standards were met.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Customer Service Cashier
Spencer's Gifts
Atlanta, GA
01.2010 - 01.2011
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Answered phone calls to assist customers with questions and orders.
- Built and maintained productive relationships with employees.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Operated cash registers to process payments for goods and services.
Cashier
McDonald's
Mount Zion, GA
08.2007 - 07.2009
- Accepted cash and credit card payments, issued receipts and provided change.
- Performed other duties as assigned by management.
- Maintained work area and kept cash drawer organized.
- Balanced daily transactions on a computerized point-of-sale system.
- Delivered high level of customer service to patrons using active listening and engagement skills.
Education
High School Diploma -
Morrow High School
Morrow, GA09-2011
Skills
- Excel
- Customer service
- Help Desk
- Automated Call Distributor
- SQL
- Technical support
- Onboarding processes
- HR metrics analysis
- Training and mentoring
- Payroll management
- Active listening
- Data analysis
- Problem resolution
- Microsoft Office
- Quality assurance
- Call control
- Communicating with clients
Certification
- PCA
- CPR
Timeline
Human Resources Specialist
Genuine Parts Company
10.2023 - Current
Customer Care Representative
Department of Human Resources
02.2022 - 10.2023
Quality Assurance Analyst
Brightstar Device Protection
01.2018 - 07.2021
Special Needs Bus Monitor
Dekalb County School System
12.2015 - 01.2018
Special Needs Bus Monitor
Herny County School System
08.2013 - 12.2015
Dietary Aide
Lake City Rehab Center
01.2011 - 08.2013
Customer Service Cashier
Spencer's Gifts
01.2010 - 01.2011
Cashier
McDonald's
08.2007 - 07.2009
High School Diploma -
Morrow High School
Similar Profiles
JASON KOPROWSKIJASON KOPROWSKI
Customer Service & Sales at NAPA Auto Parts / Genuine Parts CompanyCustomer Service & Sales at NAPA Auto Parts / Genuine Parts Company
Alexis Nicole WhiteAlexis Nicole White
Strategic Business Transformation Manager at Genuine Parts Company /NAPA Auto PartsStrategic Business Transformation Manager at Genuine Parts Company /NAPA Auto Parts
Wesley OathoutWesley Oathout
Supervisor at Genuine Parts Company - NAPASupervisor at Genuine Parts Company - NAPA
Trevor SuzukiTrevor Suzuki
District Operations Manager at Genuine Parts Company - NAPADistrict Operations Manager at Genuine Parts Company - NAPA
Jacqueline HudsonJacqueline Hudson
Prep Cook at Sage DiningPrep Cook at Sage Dining