Cierra Mahan
Customer Service Management
Atlanta,GA
Summary
Dynamic Customer Service Manager with a proven track record in Customer Service Management field, excelling in complaint resolution and customer relationship management. Expert in problem-solving, I enhanced customer loyalty through effective communication and strategic solutions, achieving significant improvements in satisfaction metrics. Committed to fostering strong client relationships and team performance.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Jasons Deli
11.2017 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Customer Service Representative
HELP Roadside
02.2016 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Call Center Supervisor
Alorica
02.2012 - 05.2017
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Education
Associate of Science - Dental Hygiene
West Georgia Technical College
La Grange, GA 05.2001 -
Skills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Genesys
Saleforce
Microsoft Office
nextus
Timeline
Customer Service Manager
Jasons Deli
11.2017 - Current
Customer Service Representative
HELP Roadside
02.2016 - 08.2024
Call Center Supervisor
Alorica
02.2012 - 05.2017
Associate of Science - Dental Hygiene
West Georgia Technical College
05.2001 -
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