Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Cierra James

Jeffersonville,IN

Summary

Dynamic Technical Support Representative with a proven track record at Clearent, excelling in technical troubleshooting and customer service. Enhanced customer satisfaction through effective issue resolution and root cause analysis. Skilled in managing high-pressure situations while delivering remote support, fostering loyalty and repeat business through empathetic communication.

Overview

12
12
years of professional experience

Work History

Technical Support Representative

Clearent
07.2023 - Current
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Performed root cause analysis of reported issues to enact corrections.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.

Customer Service Representative

OnPoint Warranty
07.2021 - 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Clerk

Ford
02.2013 - 07.2021
  • Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
  • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
  • Improved customer satisfaction by promptly answering inquiries and providing accurate information.
  • Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
  • Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.

Education

High School Diploma -

Eminence High School
Eminence, KY
12.2010

Skills

  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support
  • Call center operations
  • Customer service
  • Customer service expert
  • Technical issues analysis
  • Issue troubleshooting

Timeline

Technical Support Representative

Clearent
07.2023 - Current

Customer Service Representative

OnPoint Warranty
07.2021 - Current

Clerk

Ford
02.2013 - 07.2021

High School Diploma -

Eminence High School

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Cierra James