Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Cierra Simpson

Flat Rock,MI

Summary

Highly-motivated individual with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Lead Customer Service Representative

PLM Logistics
Taylor, MI
10.2021 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Mentored junior team members and managed employee relationships.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.

Customer Service Representative

United States Postal Service
Ann Arbor, MI
11.2018 - 10.2021
  • Improved customer service wait times to mitigate complaints.
  • Made outbound calls to obtain account information.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Educated customers on special pricing opportunities and company offerings.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls, chats and emails to facilitate customer service.

City Carrier

United States Postal Service
Manhattan, KS
10.2012 - 11.2018
  • Delivered mail to residential and business customers in a timely manner.
  • Verified accuracy of addresses on packages and letters before delivery.
  • Ensured customer satisfaction by providing prompt, courteous service.
  • Conducted daily pre-trip inspections of vehicles, documenting any maintenance needs or damage to the truck.
  • Loaded mail onto delivery vehicle according to postal regulations.
  • Utilized portable scanners to mark item delivered to residences and businesses, keeping records current and accurate.
  • Managed route efficiently to ensure that all mail was delivered within designated time frames.
  • Maintained records of all pickups and deliveries made throughout the day.
  • Provided exemplary services to customers by being pleasant and engaging and offering to assist with mail-related concerns.
  • Reported changes in address information or special instructions from customers immediately to supervisor.
  • Adhered strictly to Postal Service regulations concerning safe handling of hazardous materials.

Education

Bachelors in Business Administration -

Wayne State University
06.2012

Skills

  • Leadership
  • Communication
  • Problem Solving
  • Administrative
  • Negotiating
  • Conflict Resolution
  • CRM Software
  • MS Office Applications
  • Fast Learner
  • Data Entry
  • Active Listening
  • Critical Thinking
  • Ability to Adapt to Changing Environments
  • Self Motivated and Adept at Time Management in a Remote Setting

Certification

  • Notary Public
  • Loan Signing Essentials

References

References available upon request.

Timeline

Lead Customer Service Representative

PLM Logistics
10.2021 - Current

Customer Service Representative

United States Postal Service
11.2018 - 10.2021

City Carrier

United States Postal Service
10.2012 - 11.2018

Bachelors in Business Administration -

Wayne State University

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Cierra Simpson