Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cierra Brown

Indianapolis,IN

Summary

Adept at enhancing customer satisfaction and streamlining support workflows, I excelled at Allied Benefit Systems by mentoring peers and leveraging my CRM expertise. My proactive approach led to significant process improvements and a notable increase in customer retention. Skilled in technical troubleshooting and maintaining professionalism under pressure, I thrive in challenging customer support roles.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Customer Support Specialist

Allied Benefit Systems
02.2022 - 03.2024
  • - Demonstrated leadership skills by mentoring junior team members, conducting performance evaluations, and assisting in development of training materials.
  • - Implemented process improvements to streamline customer support workflows, resulting in 15% reduction in average handling time and increased customer satisfaction ratings.
  • - Recognized for exceptional communication skills and ability to de-escalate challenging situations, leading to 25% decrease in customer complaints.
  • - Collaborated with product development teams to relay customer feedback and suggest product enhancements, contributing to improved product usability and customer satisfaction.

Customer Service Representativ

Wayfair Call Center
06.2020 - 01.2022
  • - Manage high volume of inbound customer inquiries via phone, email, and chat, consistently exceeding performance metrics for response time and customer satisfaction.
  • - Effectively address customer concerns, troubleshoot issues, and provide accurate information regarding products and services, resulting in a 20% increase in customer retention.
  • - Collaborate with cross-functional teams, including sales, technical support, and billing, to resolve complex customer issues and ensure a seamless customer experience.
  • - Utilize CRM software to document customer interactions, update account information, and track customer feedback, contributing to improved customer data accuracy and insights.

Data Entry Clerk

Maven Clinic
02.2018 - 03.2020
  • Completed data entry tasks with accuracy and efficiency..
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.

Education

High School Diploma -

The Excel Center
Indianapolis, IN
05.2016

Skills

Sales Support

  • Escalation management
  • Ticket management
  • Call center experience
  • Customer Response
  • Technical Troubleshooting
  • Appointment Scheduling
  • Complaint Handling
  • Payment Processing
  • Quality Assurance
  • Customer Relationship Management (CRM)
  • Salesforce
  • Live chat support
  • CRM Software
  • Teamwork and Collaboration
  • Computer Skills
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Problem Resolution
  • Customer Relations
  • Microsoft Office
  • Data Entry
  • Work Prioritization
  • Issue and Complaint Resolution
  • Product and service knowledge
  • De-Escalation Techniques

Certification

  • Customer Support Professional - Google IT

[May 2022]

Timeline

Senior Customer Support Specialist

Allied Benefit Systems
02.2022 - 03.2024

Customer Service Representativ

Wayfair Call Center
06.2020 - 01.2022

Data Entry Clerk

Maven Clinic
02.2018 - 03.2020

High School Diploma -

The Excel Center

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Cierra Brown