CIERRA MULLINS
Big Stone Gap,VA
Summary
Dynamic customer service representative with expertise in problem resolution and critical thinking. Committed to enhancing customer satisfaction through effective communication and process improvements.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
MTM Transportation
Norton, VA
08.2026 - Current
- Implemented strategies to reduce response time, improving customer experience significantly.
- Streamlined processes for handling customer feedback, enhancing overall service efficiency.
- Conducted regular quality checks on interactions to maintain service standards and compliance.
- Developed knowledge base resources to support team members in addressing complex issues effectively.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in training programs to enhance product knowledge and customer service skills.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Customer Service Representative
FOUNDEVER
Wise, VA
04.2025 - 08.2026
- Managed high-volume calls, ensuring timely responses and accurate information delivery.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to improve service quality and customer satisfaction scores.
- Assisted in training new team members on customer service protocols and software tools.
Certified Nursing Assistant
AMERICAN HEALTHCARE LLC
Big Stone Gap, VA
07.2023 - 04.2025
- Monitored vital signs, reporting changes to nursing staff for timely interventions.
- Collaborated with healthcare team to develop and implement individualized care plans.
- Assisted patients with daily living activities, ensuring comfort and dignity.
- Documented patient care information accurately in electronic health records.
Customer Associate
Lowes Home Improvment
Wise, VA
06.2022 - 06.2023
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Processed transactions efficiently using point-of-sale systems, ensuring accurate cash handling.
- Maintained organized merchandise displays to promote sales and improve store aesthetics.
- Collaborated with team members to stock shelves and replenish inventory.
Education
High School Diploma -
CENTRAL HIGH SCHOOL
Wise, VASkills
- Customer service
- Call center operations
- Customer relations
- Data analysis
- Problem resolution
- Client engagement
- Critical thinking
- Customer satisfaction assessment
- Data collection
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Outlook
- Quality control
- Service improvement
- Product knowledge
Timeline
Customer Service Representative
MTM Transportation
08.2026 - Current
Customer Service Representative
FOUNDEVER
04.2025 - 08.2026
Certified Nursing Assistant
AMERICAN HEALTHCARE LLC
07.2023 - 04.2025
Customer Associate
Lowes Home Improvment
06.2022 - 06.2023
High School Diploma -
CENTRAL HIGH SCHOOL