Cierra Wright
Kansas City
Summary
Dedicated Customer Support Specialist with expertise in CRM software, technical support, and effective communication. Committed to enhancing customer satisfaction and streamlining service quality through problem-solving and team collaboration.
Results-driven Customer Support Specialist with over 7 years of experience in resolving technical issues and managing customer inquiries. Proven ability to analyze customer feedback and implement improvements, ensuring exceptional service quality and satisfaction.
Personable and dedicated customer service representative with extensive experience in industry. 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
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist
Remi Styles
Kansas City
02.2018 - 10.2025
- Managed customer inquiries through various communication channels effectively.
- Resolved technical issues using company support systems and knowledge base.
- Collaborated with team members to improve customer service processes and workflows.
- Documented customer interactions in CRM software for future reference and analysis.
- Provided product information and guidance to customers for informed purchasing decisions.
- Assisted in training new staff on customer service protocols and tools used.
- Gathered feedback from customers to enhance service quality and satisfaction levels.
- Escalated complex issues to appropriate departments for timely resolution and follow-up.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Recorded all customer interactions into the database system accurately and completely.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Audited customer account information to identify issues and develop solutions.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
Customer Service Representative
Labor Max Staffing Agency
Kansas City
07.2016 - 12.2017
- Assisted clients with scheduling home health services and hospice appointments.
- Responded to client inquiries and resolved issues in a timely manner.
- Maintained accurate records of client interactions and service requests.
- Collaborated with healthcare professionals to ensure seamless service delivery.
- Educated clients about available services and resources for home care.
- Processed insurance and billing information for healthcare services provided.
- Utilized software systems for managing client information and appointments.
- Provided compassionate support to clients and their families during difficult times.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Manager
Gates BBQ
Kansas City
02.2015 - 04.2016
- Managed customer inquiries and resolved issues effectively.
- Trained staff on customer service best practices and company policies.
- Coordinated schedules to ensure adequate coverage during peak hours.
- Developed training materials to enhance team performance and knowledge.
- Implemented strategies to enhance customer satisfaction and loyalty.
- Collaborated with management to align service goals with business objectives.
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored customer feedback to identify areas for improvement.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service Representative
Alliance Home Health Care & Hospice
Kansas City
02.2014 - 01.2015
- Assisted clients with scheduling home health services and hospice appointments.
- Responded to client inquiries and resolved issues in a timely manner.
- Maintained accurate records of client interactions and service requests.
- Collaborated with healthcare professionals to ensure seamless service delivery.
- Processed insurance and billing information for healthcare services provided.
- Educated clients about available services and resources for home care.
- Utilized software systems for managing client information and appointments.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
Associate of Business Administration - Customer Relations
Kansas City Kansas Community College
Kansas City, Kansas, KS 08.2016 - 03.2020
Skills
- CRM software
- Technical support
- Customer feedback analysis
- Service quality improvement
- Customer relationship management
- Product knowledge
- Issue resolution
- Process documentation
- Workflow optimization
- Team collaboration
- Problem solving
- Effective communication
- Staff training
- Data analysis
- Conflict resolution
- Issue follow up
- Active listening
- Adaptability and flexibility
- Complaint handling
- Data entry
- Technical troubleshooting
- Sales support
- Analytical thinking
- Call center experience
Timeline
Customer Support Specialist
Remi Styles
02.2018 - 10.2025
Associate of Business Administration - Customer Relations
Kansas City Kansas Community College
08.2016 - 03.2020
Customer Service Representative
Labor Max Staffing Agency
07.2016 - 12.2017
Customer Service Manager
Gates BBQ
02.2015 - 04.2016
Customer Service Representative
Alliance Home Health Care & Hospice
02.2014 - 01.2015