Cierra Akpa
San Antonio,TX
Summary
Skillful highly productive individual,adaptable with leadership background. Knowledge on government policies,banking regulations and standard operating procedures. Flexible with the ability to multitask within a highly efficient environment while providing solutions for customers/clients.
Overview
6
6
years of professional experience
Work History
Client Support Specialist
Accenture-Department Of Human Services
03.2021 - Current
- Met client solutions guidelines for service levels, average handle time under 5 minutes per call while taking up 80+ calls per day.
- Promptly responded to inquiries from clients by email, phone, and online chat.
- Created and edited spreadsheets, and coordinated daily team meetings to stay up to date on client expectations/processes.
- Coordinated with team to generate increase in client retention and satisfaction.
- Monitored online digital transfers on client accounts for accuracy and fraud prevention.
Customer Support Supervisor
I2c Inc.
01.2021 - 01.2023
- Oversee team of 30 employees while supervising, training, mentoring new hires and monitoring performance levels/stats.
- Managed daily escalated problems and issues with clients.
- Increased FCR invoicing data by 87% and improved daily team efficiency by 95%.
- Identify risk relating to fraud and identity theft.
- Administer coaching sessions, test, audits to maintain daily client goal/expectations.
- Provide flexible and adaptable environment to collaborate strongly together with clients/customers.
- Sufficient knowledge with technology, troubleshooting and wpm 60+.
Team Lead Merchandiser
Walmart
02.2018 - 12.2020
- Building customer satisfaction and loyalty by delivering a excellent shopping experience.
- Provided employees with information to print on price on merchandise.
- Organized daily team meetings regarding goals,expectations and procedures.
- Evaluate product quality and general employee performance to maintain company standards.
- Arranged merchandise and displays.
- Placed orders with vendors while calculating cost,budgets and maximizing sales.
- Facilitated daily audits while closely monitoring team of 38 employees.
- Sustained knowledge on products,sales,loss prevention and standards.
Cashier
Taco Cabana
San Antonio, FL
01.2017 - 04.2018
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Facilitated daily inventory counts by adding each item in stock and documenting in computer system.
- Operated cash register using cash, and credit card while monitoring revenue.
- Collaborated with team and management to efficiently meet customer needs.
- Sanitized,cleaned line area,bathroom and lobby area.
- Greeting customers,establishing needs and resolving issues.
- Prepared food for customers,checking equipment while observing temperatures to ensure food safety.
Education
Bachelor of Science - Political Science And Government
University of Texas San Antonio
San Antonio, TXHigh School Diploma -
Douglas Macarthur
San Antonio, TXSkills
- Project management
- Scheduling and planning
- Wpm 60
- Experience with microsoft office applications
- Knowledge on consumer banking procedures
- Staff Management
- Sales projection and trends
- Compliance Monitoring
- Calculations and Measurements
- Troubleshooting
- Social Media Monitoring
- Credential/background checks
- Customer Referrals
- Strategic and Financial Planning
- Government Relations
- Clerical Support
Timeline
Client Support Specialist
Accenture-Department Of Human Services
03.2021 - Current
Customer Support Supervisor
I2c Inc.
01.2021 - 01.2023
Team Lead Merchandiser
Walmart
02.2018 - 12.2020
Cashier
Taco Cabana
01.2017 - 04.2018
Bachelor of Science - Political Science And Government
University of Texas San Antonio
High School Diploma -
Douglas Macarthur
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