Cierra Heald
Macon,GA
Summary
Dynamic customer service professional with a proven track record at GEICO, excelling in conflict resolution and active listening. Recognized for consistently exceeding performance metrics and enhancing customer loyalty through empathetic support. Skilled in critical thinking and complaint resolution, committed to delivering exceptional service in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
GEICO
05.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Wave Planner
Bass Pro Shops
06.2022 - 05.2023
- Implemented best practices for warehousing operations, resulting in improved productivity and workflow.
- Maintained up-to-date knowledge on industry advancements, ensuring that warehouse operations remained responsive to evolving demands.
- Prioritized workload based on factors such as urgency, resources available, and customer requirements to achieve positive outcomes.
- Reduced order processing time with effective resource allocation and scheduling.
- Managed daily wave planning tasks, ensuring timely completion and adherence to established guidelines.
- Conducted regular audits of warehouse activities, identifying areas for improvement or corrective action as necessary.
- Trained new employees on wave planning procedures, contributing to a well-prepared workforce.
Assistant Manager
Red Carpet Inn
02.2018 - 10.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Salesperson
Waffle House
10.2015 - 10.2020
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
- Coached new hires on sales techniques, contributing to their development as successful team members.
- Served customers with knowledgeable, friendly support at every stage of their experience.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
High School Diploma -
Crawford County High School
Roberta, GA05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Complaint resolution
Accomplishments
- Collaborated with team of 6 in the development of engagement activities. .
- Achieved ACE by completing workload with accuracy and efficiency.
Timeline
Customer Service Representative
GEICO
05.2023 - Current
Wave Planner
Bass Pro Shops
06.2022 - 05.2023
Assistant Manager
Red Carpet Inn
02.2018 - 10.2020
Salesperson
Waffle House
10.2015 - 10.2020
High School Diploma -
Crawford County High School
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