Cierra Smith
Atlanta,GA
Summary
Experienced efficiently in Customer Service roles from sales and support. Client-experience-driven focused on quality service. Multi-talented in handling business-related support tasks also very Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Thriveworks
03.2021 - 06.2023
- Handled email inquiries, inbound calls, and outbound calls
- Claims
- Medicare/Medicaid claims
- Answered up to 80 Telehealth related calls in an 8-hour shift
- Healthcare Management
- Therapy/Medication Management
- Clinical Support
- Task and or project management
- Booked over 50 appointments in an 8-hour work shift
- Managed over 100 customer accounts
- Wrote call center scripts
- Exemplified quality customer service on inbound and outbound calls
- Update patient information
- Verify insurances
- Collect co-pays or fees for service
- Handled billing issues
- Assisted customers with questions
- Processed and graded enrollment checks from agents to support clients
- Handled emails regarding enrollment checks
- Assisting agents in correcting any errors that could negatively impact the client's experience
- Pioneering emails in recognition of agents providing excellent enrollment checks
- Integrated new agents into systems and assigned supervisors
- Provided feedback to agents via email/chat
- SME ( Subject Matter Expert) Roles.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Enrollment Verification Specialist/ QA Analyst
Thriveworks
03.2021 - 06.2023
- Maintaining Spreadsheets
- Implementing and maintaining effective quality processes
- Identify and remedy defects within the production process
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
- Compile and analyze statistical data
- Ensure that user expectations are met during the testing process
- Data entry of up to at least 65 clients a day.
- Analyzing and monitoring the performance of products
- Developing and implementing test plans for product defects
- Reviewing and approving test results
- Developing and tracking test metrics
- Hosting 3 Meetings a week for new hires and new management.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Conducted interviews with participants to assess eligibility.
- Devised and implemented effective interviewing techniques and strategies to identify best candidates for each position.
- Utilized data-driven tracking system and recruitment processes to find optimal candidates for interviews and employment opportunities.
- Completed surveys by rechecking contact information before ending each call.
- Analyzed and evaluated data, identifying trends in recruitment process.
- Coded data from participant interviews.
Customer Service Representative
WIPRO/GEEKSQUAD
10.2018 - 02.2021
- Assisted with scheduling appointments for installations, deliveries, and repairs for Best Buy customers
- Assisted customers with a warm and professional attitude
- Assisted customers with questions
- Kept records of customer complaints
- Handled emails, inbound calls, and outbound calls up to 70 calls
- Booked appointments
- Managed customer accounts
- Assisted with technical support duties
- Handled billing issues and order inquiries
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time, and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing, and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Warehouse Worker
Walmart eCommerce
08.2018 - 10.2018
- Restocking
- Assisted with preparing the docks
- Handled up to 150 incoming and outgoing orders
- Loaded/unloaded trucks and boxes
- Operated pallet jacks and racking systems
- Marked and packaged items
- Assembled new products
Customer Service Representative
Girl Friday
03.2016 - 07.2018
- Provided assistance to clients
- Answered the phone and assisted customers with changes
- Maintained up-to-date knowledge of customer accounts
- Confirmed payments, refunds, etc
- Resolved payment and order disputes
- Answered constant flow of customer calls with minimal wait times of up to 30 calls a day.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determine the source of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
DC Operator/QA Analyst
ThredUp
09.2016 - 02.2018
- Assembled and organized labels
- Handled hazardous materials
- Followed all warehouse rules
- Operated pickers and increased productivity but 10%
- Developed and maintained quality assurance procedure documentation.
- Recorded findings of the inspection process, collaborating with the quality team to implement corrective actions.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Analyzed quality and performance data to support operational decision-making.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Edited, proofed, and critiqued internal documents to improve clarity.
- Checked packages and merchandise for damage and notified vendors.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Cleaned and maintained the warehouse in compliance with OSHA safety standards.
- Completed cycle counts and monthly inventory.
- Conducted regular inspections and audits to check quality and verify inventory levels.
Education
Bachelor of Science - Forensic Science
American Intercontinental University
Atlanta, GA12.2015
High School Diploma -
Tucker High School
Tucker, GA03.2011
Skills
- Call Center
- Customer Care
- Quality Inspection
- Data Entry
- Live Chat
- Salesforce
- Help Desk
- Microsoft Word (10 years)
- Microsoft Excel (10 years)
- Medical billing
- Insurance verification
- HIPAA
- Healthcare management (2 years)
Timeline
Customer Service Specialist
Thriveworks
03.2021 - 06.2023
Enrollment Verification Specialist/ QA Analyst
Thriveworks
03.2021 - 06.2023
Customer Service Representative
WIPRO/GEEKSQUAD
10.2018 - 02.2021
Warehouse Worker
Walmart eCommerce
08.2018 - 10.2018
DC Operator/QA Analyst
ThredUp
09.2016 - 02.2018
Customer Service Representative
Girl Friday
03.2016 - 07.2018
Bachelor of Science - Forensic Science
American Intercontinental University
High School Diploma -
Tucker High School
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