Summary
Overview
Work History
Education
Skills
Additional Information
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Hi, I’m

Cynthia Pierce

Lubbock,TX
Cynthia Pierce

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

23
years of professional experience

Work History

Uber And Lyft

Rideshare Driver
05.2021 - Current

Job overview

  • Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service.
  • Followed company guidelines and policies when interacting with passengers.
  • Built and maintained positive relationships with passengers by providing friendly and professional service.
  • Cleaned and sanitized rideshare vehicle to avoid germ and infection spread.
  • Assisted passengers with loading and unloading luggage for enhanced customer care.
  • Placed safety as top priority for rides and followed community guidelines for engaging emergency personnel.
  • Responded to passenger concerns and complaints politely and professionally.
  • Picked up riders at designated locations and greeted upon vehicle entry.
  • Completed daily vehicle maintenance and repair to guarantee dependable and safe ride.
  • Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
  • Monitored traffic patterns and adjusted routes to minimize travel time.
  • Adhered to all safety regulations and traffic laws while driving.

Sutherland Global Services

Customer Service Representative
04.2012 - 06.2012

Job overview

  • Managed over 50 customer calls per day.'
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause 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.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

ATT Global Solutions

Leveraged Service Representative
09.2011 - 12.2011

Job overview

  • 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.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Increased sales by 30%
  • Delivered prompt service to prioritize customer needs.

Wells Fargo Center

Phone Banker
04.2008 - 11.2008

Job overview

  • Evaluated viability of funding sources and destinations to proactively detect fraud.
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
  • Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
  • Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
  • Stayed current on changing products, services and policies to offer exceptional service to customers.
  • Processed paperwork for new accounts and transactions with high degree of accuracy.
  • Used CRM system daily to maximize service opportunities and enhance communication.
  • Handled over 50+ incoming telephone calls, emails and chat requests.
  • Opened new memberships and documented personal details for internal tracking and Bank regulatory requirements.

Pinnacle Airlines

Ground Operations Agent
02.2008 - 10.2008

Job overview

  • Increased sales by 10%".
  • Operated aircraft refuelers, tugs and tractors, ground power units and other aircraft ground support equipment.
  • Performed control, dispersal and disposal of potentially hazardous wildlife to facilitate airfield and airspace safety.
  • Inspected runways and taxiways, airfield lighting, parking aprons, hangars, fuel storage areas and perimeter fences and gates for hazardous aviation conditions.
  • Monitored safety-sensitive zones and enforced security measures throughout ground operations.
  • Coordinated and monitored snow and ice control procedures and confirmed compliance with airport's severe weather control plan.
  • Marshaled large and small aircraft to and from parking areas, ramps and airfields.
  • Loaded and unloaded baggage of various weights and dimensions to and from aircraft and baggage areas.
  • Understood FAA, TSA and airport regulations and verified compliance.
  • Implemented and enforced safety policies and procedures, confirming compliance with regulations.
  • Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights.
  • Prepared daily flight plans and coordinated with other agencies for seamless operations.
  • Executed regular airfield inspections, identifying and reporting safety hazards or issues to supervisor.
  • Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.
  • Oversaw fueling, cargo management and departure of aircraft at busy Airline facility with five daily departures and arrivals.

Convergys

Customer Account Executive
04.2003 - 04.2008

Job overview

  • Secured on-time payments and collected on delinquent accounts with tailored payment plans.
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Mastered and constantly improved sales prospecting, follow-up and upsell processes.
  • Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
  • Leveraged CRM to collect, organize and manage sales data and customer information.
  • Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
  • Built rapport with customers and maintained loyalty by providing fast, knowledgeable service.
  • Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services.
  • Reached average of 10% of sales goals each year.

Lubbock County Juvenile Detention Center

Detention Officer
02.2002 - 11.2003

Job overview

  • Wrote daily reports and maintained logs of inmate activities and behaviors.
  • Conducted physical searches of prisoners and premises in search of weapons and contraband.
  • Took custody of prisoners from arresting officers to begin processing into detention facility.
  • Regularly conducted security and sanitation checks.
  • Attended to feeding, housing, and physical well-being of inmates.
  • Physically restrained prisoners during prisoner altercations using leverage holds and legal force.
  • Processed prisoners through appropriate identification and documentation processes as part of facility booking procedures.
  • Responded promptly to emergency situations and provided medical aid.
  • Transported prisoners throughout facility and off-site to medical appointments and court appearances.
  • Supervised and controlled behavior of 50+ inmates

Goodwill Industries

Support Technician
08.2000 - 04.2001

Job overview

  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic
  • Increased troubleshooting tasks.
  • Taught life skills classes
  • Created and delivered flyer for Welfare to Work Program.
  • Corresponded with outside agencies for donations to Dress for Success program to assist with clothing for interviews
  • Created and maintained program to monitor program success. Increased participation by 20%

Education

South Plains College
Lubbock, TX

No Degree from Introduction To Computers
11.2005

University Overview

  • 3.5 GPA
  • Ranked in Top 10% of class

McKinney Job Crops
McKinney, TX

GED
09.1981

University Overview

  • Ranked in Top 20% of class
  • 3.0 GPA

Skills

  • Patient Appointment Management
  • Patient Data Management Systems
  • Medical Office Support Expertise
  • Patient Communication
  • Medical Terminology Understanding
  • Medical Information Collection
  • Online Systems
  • Proficiency in Patient Scheduling
  • Timely Processing
  • Amalgamate and covey with large array of medical staff, patients, and vendors and other
  • Converse politely and adequately, electronically, in person, telephone, and in written form
  • Prepare reports in different formats
  • Familiar with rules and guidelines pertaining to patient confidentially, appointments, scheduling and overbooking
  • 13 years of customer service, by phone, in person, written, and online
  • 1 years in administrative and clerical environment
  • Defensive Strategies
  • Transporting Passengers
  • Wheelchair Assistance
  • Passenger Security
  • Microsoft Windows
  • Mileage Tracking
  • Mathematical Skills
  • Tax Deduction
  • Driver Relations

Additional Information

Additional Information

I would like to explain employment history from 2008 to 2021. After I left Convergys for a better job opportunity I became ill and instead of just taking the time off to take care of myself. I went to work for other companies and ruin my work history. I continued to obtain jobs with good companies because I could not afford to be with an income. In 2012 my health had got worse forcing me to stop working. In 2021 I decided to try working as a rideshare driver, which is what I have been doing for the last 2 years. I have gotten my health under control and I am now ready to go back to a traditional work environment.

Availability
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Rideshare Driver
Uber And Lyft
05.2021 - Current
Customer Service Representative
Sutherland Global Services
04.2012 - 06.2012
Leveraged Service Representative
ATT Global Solutions
09.2011 - 12.2011
Phone Banker
Wells Fargo Center
04.2008 - 11.2008
Ground Operations Agent
Pinnacle Airlines
02.2008 - 10.2008
Customer Account Executive
Convergys
04.2003 - 04.2008
Detention Officer
Lubbock County Juvenile Detention Center
02.2002 - 11.2003
Support Technician
Goodwill Industries
08.2000 - 04.2001
South Plains College
No Degree from Introduction To Computers
McKinney Job Crops
GED

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Cynthia Pierce