Cierra James
Jeffersonville,IN
Summary
Dynamic and organized professional with a solid background in customer service and administrative support. Known for strong technical troubleshooting and collaboration skills. Ready to leverage experience to improve customer satisfaction and streamline processes.
Overview
8
8
years of professional experience
Work History
Customer Service Advocate 2
Resideo
Louisville, KY
06.2023 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed support tickets using CRM software to ensure timely responses and follow-ups.
- Collaborated with cross-functional teams to address and rectify product issues effectively.
- Provided training to new team members on processes and customer service standards.
- Maintained accurate records of customer interactions for quality assurance purposes.
Technical Support Representative
Clearent
Louisville, KY
07.2022 - 05.2025
- Resolved technical issues for clients using troubleshooting tools and diagnostic software.
- Provided exceptional customer service through effective communication and problem-solving techniques.
- Documented support interactions in ticketing system to ensure accurate record-keeping and follow-up.
- Collaborated with cross-functional teams to streamline support processes and enhance user experience.
- Analyzed recurring technical issues, recommending solutions to reduce future incidents and improve service quality.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Truck Dispatcher
K&t Transport
Louisville, KY
02.2018 - 07.2022
- Coordinated daily dispatch of freight loads, optimizing routes for efficiency.
- Collaborated with drivers to resolve issues and ensure timely deliveries.
- Monitored shipment status, providing updates to clients and stakeholders.
- Implemented scheduling improvements that enhanced on-time performance metrics.
Education
High School Diploma -
Eminence High School
Eminence, KY12-2010
Skills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Data collection
- Computer proficiency
- Technical troubleshooting
- Salesforce
- Live chat support
- CRM software
- Inbound and outbound calling
- Customer service
Timeline
Customer Service Advocate 2
Resideo
06.2023 - Current
Technical Support Representative
Clearent
07.2022 - 05.2025
Truck Dispatcher
K&t Transport
02.2018 - 07.2022
High School Diploma -
Eminence High School