Cierra Hoskins
Virginia Beach
Summary
Customer Service Representative with 6 years of experience in enhancing customer satisfaction and loyalty through effective communication and problem-solving skills. Demonstrates strong organizational abilities and leadership qualities, having successfully led co-workers and implemented process improvements. Proficient in customer service, negotiation, and computer skills, aiming to further education and advance in a dynamic environment. Just recently received my CCMA certification and passed the NHA to start working in the healthcare field to provide a better life for my son,
Overview
6
6
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Service Representative
Continuum Global Solutions
10.2022 - 01.2023
- Managed customer calls, resolved issues, ensured satisfaction, enhanced service quality.
- Assisted customers, verified information, improved call resolution efficiency.
- Resolved customer inquiries, maintained high satisfaction, optimized service processes.
- Managed high-volume customer interactions, resolving complex issues and enhancing satisfaction. Streamlined processes to boost efficiency and reduce call times.
- Provided empathetic support to diverse clientele, addressing concerns and offering tailored solutions. Cultivated positive relationships to foster customer loyalty.
- Meticulously verified customer information, ensuring data accuracy and compliance. Implemented thorough documentation practices to improve team communication.
- Developed creative problem-solving strategies to address unique customer challenges. Proposed and implemented process improvements to enhance service quality.
- Actively engaged in team efforts to meet service level agreements. Shared best practices and supported colleagues to elevate overall department performance.
- Remote
Car Salesman
Crestwood Auto Sales
Richmond, VA
10.2021 - 06.2022
- Welcomed customers, enhancing dealership experience and boosting satisfaction.
- Presented vehicles, detailing features and warranties, leading to informed purchases.
- Addressed customer inquiries on cars and financing, ensuring clarity and trust.
- Facilitated test drives, managing documentation for seamless customer experience.
- Negotiated pricing and trade-ins, optimizing deals for customer and dealership.
- Collaborated with finance team to tailor financing options, improving sales outcomes.
- Drove customer satisfaction through personalized vehicle recommendations, leveraging in-depth product knowledge to match buyers with ideal cars.
- Analyzed market trends and customer preferences to optimize inventory selection, resulting in improved sales conversion rates.
- Exceeded monthly sales targets by cultivating strong client relationships and providing exceptional post-purchase support.
- Partnered with finance team to streamline approval processes, reducing average transaction time and enhancing customer experience.
- Implemented digital showroom concept, enabling virtual tours and remote consultations to adapt to changing consumer behaviors.
- Cultivated strong client relationships, providing personalized vehicle recommendations and exceptional post-purchase support, resulting in consistently surpassed sales targets.
Customer Service Representative
MStreet Entertainment Group
Washington, DC
09.2019 - 09.2021
- Resolved customer issues swiftly, enhancing satisfaction and loyalty.
- Led a team of junior representatives, improving service delivery.
- Streamlined communication channels, boosting response efficiency.
- Managed records accurately, ensuring data integrity and insights.
- Provided product knowledge, enabling informed customer decisions.
- Led customer service team, resolving complex issues and implementing process improvements that measurably enhanced customer satisfaction and retention rates.
- Fostered strong relationships with cross-functional teams to streamline communication channels, resulting in faster query resolutions and improved customer experience.
- Pioneered new customer feedback system, enabling data-driven decisions that significantly reduced response times and boosted overall service quality.
- Meticulously maintained customer interaction records, identifying trends that led to proactive solutions and prevented recurring issues.
- Mentored junior representatives, cultivating a culture of empathy and professionalism that elevated team performance and customer satisfaction scores.
Take-Out Specialist/Server
Red Lobster
Lanham, MD
03.2017 - 06.2018
- Prepared and delivered customer orders, ensuring accuracy and satisfaction.
- Maintained food safety standards, enhancing customer trust and loyalty.
- Handled customer payments and inquiries, fostering a positive dining experience.
- Orchestrated seamless take-out operations, balancing order accuracy with swift service to enhance customer satisfaction and drive repeat business.
- Implemented rigorous food safety protocols, elevating quality standards and fostering a culture of excellence in food preparation and handling.
- Streamlined payment processes and resolved customer inquiries efficiently, contributing to improved table turnover and increased revenue.
- Coordinated with kitchen staff to optimize order fulfillment, reducing wait times and enhancing overall dining experience for take-out customers.
- Proposed and implemented new take-out packaging solutions, minimizing food spillage and temperature loss during transit.
- Streamlined take-out operations, reducing order errors and boosting customer satisfaction. Implemented efficient packaging solutions for food quality preservation.
Education
N/A -
Eleanor Roosevelt High School
Greenbelt, MD05-2018
Skills
- Customer Service
- Communication
- Computer Skills
- Cash Handling
- Food Service
- Retail Sales
- POS
- Food Preparation
- Childcare
- Microsoft Office
- Leadership
- Organizational Skills
- Stocking
- Team Management
- Attention to Detail
- Customer Engagement
- Multitasking
- Process Improvement
- HIPAA compliance
- Patient confidentiality
- Appointment scheduling
Accomplishments
Passed the NHA on the first try after finishing the CCMA program with a 97%
Certification
CCMA Certification
- Certified Clinical Medical Assistant
Languages
English
Timeline
Customer Service Representative
Continuum Global Solutions
10.2022 - 01.2023
Car Salesman
Crestwood Auto Sales
10.2021 - 06.2022
Customer Service Representative
MStreet Entertainment Group
09.2019 - 09.2021
Take-Out Specialist/Server
Red Lobster
03.2017 - 06.2018
N/A -
Eleanor Roosevelt High School