CIERRA DANIELS
Alorica
Greensboro,NC
1
Language
14
years of professional experience
Dependable Customer Service Professional with over 11 years of experience in delivering exceptional client support. Fostering strong client relationships through customized strategies that enhance individual outcomes and promote continuous improvement in service delivery. Focused on leading teams to achieve superior customer service while maintaining discretion and confidentiality.
Work History
Support Coach
1 Year 3 Months- Coached and mentored customer support team of 25 representatives to support daily customer service operations.
- Analyzed call quality metrics and key performance indicators to identify agent skill gaps, creating tailored coaching plans to improve call efficiency and reduce average handle time.
- Resolved complex network billing and technical account issues through diplomatic, efficient handling of high-level customer escalations.
- Facilitated weekly one-on-one performance reviews and provided real-time side-by-side coaching focused on gap resolution and alignment with Verizon service standards.
- Trained new hires on systems navigation, workflow processes, and account procedures.
- Documented coaching sessions, attendance concerns, and corrective action follow-up accurately.
- Established and maintained quality control standards.
BUSINESS AND GOVERNMENT CUSTOMER OPERATION/CUSTOMER SERVICE REPRESENTATIVE
7 Years 6 Months- Provided high-level resolution support to multiple business customer types, adapting to varying needs and requirements to enhance customer satisfaction.
- Deliver efficient support on large accounts, with the ability to be proficient in customer facing systems.
- Resolved customer issues proactively by providing first call resolution, which eliminated repeat calls, unnecessary transfers, and assisted with escalations and large research requests.
- Sold value of Verizon solutions using strong communication and negotiation skills to improve customer experience and contribute to revenue growth.
- Applying technical knowledge to resolve the customer issues and aid in evolving technologies and troubleshooting.
- Handled inbound calls from existing and potential customers of Verizon Wireless and other communication service companies to deliver effective customer service and facilitate customer acquisition.
- Also, make equipment orders, explain bill statements, taking payments and navigating through multiple systems simultaneously in order to provide a very personalized customer experience.
- Educated customers on self-service options and completed tier 1 troubleshooting on multiple devices.
CUSTOMER SERVICE REPRESENTATIVE
10 Months- Handled inbound calls from existing and potential Verizon Wireless customers to deliver customer service and support customer acquisition.
- Processed equipment orders, explained bill statements, collected payments, and navigated multiple systems to ensure a personalized customer experience.
- Educated customers on self-service options and performed tier 1 troubleshooting on multiple devices as needed.
PICKER PACKER
1 Year 1 Month- Inspect all incoming merchandise and shipping materials. Place items in correct sized plastic covers and boxes for shipping to the customer destinations. Completed paperwork accurately while using wrist and hand scanners to document inventory changes for incoming and outgoing items. Affix labels to incoming merchandise from suppliers and input quantities into system and determine correct location for routing to storage or shipment areas.
- Selected correct orders using pick lists and handheld scanners for accurate fulfillment.
- Packed products securely with appropriate materials to prevent damage during shipping.
- Verified item counts, labels, and order details before dispatching completed shipments.
CREW MEMBER
3 Years 6 Months- Exhibited integrity and honesty in interactions with guests, team members, and managers, fostering positive relationships. Prepared a variety of food items for customer orders in a timely manner. Communicated food preferences to the kitchen staff for accurate preparation. Promoted beverage list and weekly restaurant specials, enhancing guest experience and driving sales. Inspected and cleaned food preparation area to ensure safe and sanitary food handling practices. Prepared daily food and cooked simple foods and beverage. Followed all safety and sanitation policies when handling food and beverages and ingredients. Showcased enthusiasm and knowledge of restaurant menu and products, contributing to informed guest choices.
- Trained new crew members on drive-thru, front counter, and guest service procedures.
- Prepared biscuits, fried chicken, and sides while maintaining food quality standards.
- Operated register accurately, processed orders, and resolved customer concerns professionally.
Education
HIGH SCHOOL DIPLOMA
Skills
Product knowledge
Coaching and development
Performance improvement
Clear communication
Excellent communication
Active listening
Problem Solving
Critical thinking
Time Management
Multitasking
Attention to detail
Reliability
Teamwork and collaboration
Empathy
Patience
Positive attitude
Leadership development
Job skill building
Classroom experience
Classroom experience
LANGUAGES
English
Personal Information
- Title: CUSTOMER SERVICE REPRESENTATIVE
- Date of Birth: 1992-04-23
- Nationality: African American
Timeline
Support Coach
Alorica
07.2025 - CurrentRead More
BUSINESS AND GOVERNMENT CUSTOMER OPERATION/CUSTOMER SERVICE REPRESENTATIVE
Alorica
01.2018 - 07.2025Read More
CUSTOMER SERVICE REPRESENTATIVE
Conduit global.
07.2017 - 05.2018Read More
PICKER PACKER
Adecco.
10.2016 - 11.2017Read More
CREW MEMBER
Bojangles.
03.2013 - 09.2016Read More
Beaufort County Ed Tech Center
HIGH SCHOOL DIPLOMA
Read More