KIANA N RAGLAND

Tampa,Florida

Summary

Dynamic customer service advocate with over 20 years of progressive experience in leadership, training, quality, safety and attention to detail. Renowned for orchestrating exceptional client services, spearheading safety protocols, and leading high-performance teams. Proven expertise in enhancing operational efficiency, security, and navigating complex scenarios with poise.

Overview

years of professional experience

Work History

Senior Customer Service Advocate

Apple Incorporated

Tampa

11.2017 - 08.2023

Championed the delivery of exemplary client services, ensuring adherence to rigorous safety standards and enhancing the overall customer experience
Provided direction for a CSR trainee team of 30 mentoring trainees to excel in customer service long with medical emergency management
Executed emergency situations with precision, operating emergency equipment, CPR and First Aid managing high-pressure situations safeguarding the appropriate protocol to ensure client well-being
Orchestrated seamless operations, collaborating with department heads to evolving industry standards, sales, and regulatory requirements, ensuring alignment with best practices
Led training services with a focus on exceptional customer care, resolving complex client issues with discretion and efficiency.

IT Technology Service Representative

AT&T Mobility

Memphis, TN

03.2007 - 11.2015

Collaborated with business users, technical teams, database administrators
Oversaw internal and external projects by reviewing activities, maximizing efficiency, and increasing collaboration and communication transparency
Diagnose and resolve technical hardware and mechanical software issues
Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices.

Skills

Leadership and Team Management: Directed teams, mentored staff, and fostered collaborative environment
Advanced Safety and Emergency Procedures: Expertly handled complex safety checks of emergency equipment and navigated emergencies with calm assurance
Operational Efficiency: Optimized operations and enhanced service delivery through strategic coordination
Cross-Cultural Communication: Engaged effectively with client from diverse backgrounds, demonstrating cultural sensitivity and effective communication

Administer First Aid: Provide first aid and CPR, if necessary, until professional medical assistance can be provided
Regulatory Compliance: Adhere to corporation policies, procedures, and regulatory requirements to ensure safe and efficient operations
Cultivated positive relationships with customers, adeptly handling inquiries and resolving conflicts to enhance overall experience