Summary
Overview
Work History
Education
Skills
Timeline
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Kiara Dozier

Horn Lake,MS

Summary

I have 10 years of customer service experience in a call center experience. As a customer service representative I have top-notch skills in oral and written communication, active listening and analytical problem-solving skills. While working in a call center I gained knowledge in de-escalating calls, troubleshooting, minor selling, multitasking, working with multiple computer systems, handling daily cases in a timely manner and task-oriented skills.

Overview

12
12
years of professional experience

Work History

Dedicated Expert

T-Mobile
04.2022 - 06.2024
  • Heavy call volume call center
  • Self-motivated, with a strong sense of personal responsibility.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Meeting monthly quota (sales)- optional
  • Responding to email inquiries within a 4hr timeframe
  • Handling multiple requests for our specific group of customers (billing concerns, technical support, creating excel reports).

BUSINESS RETENTION REP

COMCAST
09.2018 - 09.2020
  • Trying to avoid our business customers from cancelling services by offering new promotions to save them some money, doing account reviews to see what they qualify for, etc
  • If businesses were needing to cancel their account, I would offer alternative options and if they declined, we would make sure they knew the process moving forward to start disconnecting process
  • Sending/reviewing contracts out and making sure customers knew what to expect when signing new promotion agreement.
  • Prevented escalation of challenging behaviors by utilizing de-escalation techniques and maintaining a calm demeanor.

ORDER MANAGEMENT COOR.

COMCAST
06.2017 - 09.2018
  • Assist customers via inbound and outbound calls with the status of their order, questions about initial installation, and rescheduling needs
  • Work with cross functional teams; sales, technical support, and field technicians to ensure a seamless new customer onboarding experience
  • Reviewing contracts from top to bottom for compliance and to ensure the customer is set up to get what they need.

REPAIR REP (CAE 2)

COMCAST
02.2015 - 06.2017
  • Increased client satisfaction by providing exceptional technical support for audiovisual systems.
  • Responsible for answering incoming calls regarding technical questions and problem solving related to Comcast products
  • Worked to minimize and/or reduce truck rolls by troubleshooting through established policies and processes
  • Reviewed customer account details to effectively offer additional Comcast products and services to meet customer needs.


WAREHOUSE/RECEIVING CLERK

MCCANDLESS
09.2014 - 02.2015
  • Inputting part numbers in the computer for the Salesman
  • Paperwork filing
  • Checking Inventory/Shipping Truck Parts via UPS Continued

INTELLISOURCE

FRAUD ANALYSIS, INTELLISOURCE
03.2014 - 08.2014
  • Taking Inbound Calls, Making Outbound Calls
  • Using Multiple Computer systems
  • Handling Identity Theft Cases

TEAM MEMBER

BURGER KING
08.2012 - 02.2014
  • Handling Cash
  • Assisting Customers with Orders
  • Cooking

Education

HS Diploma -

Prairie View high school
05.2013

Skills

  • Teamwork and Collaboration
  • Friendly, Positive Attitude
  • Customer Service
  • Problem-Solving
  • Multitasking
  • Flexible and Adaptable
  • Data Entry

Timeline

Dedicated Expert

T-Mobile
04.2022 - 06.2024

BUSINESS RETENTION REP

COMCAST
09.2018 - 09.2020

ORDER MANAGEMENT COOR.

COMCAST
06.2017 - 09.2018

REPAIR REP (CAE 2)

COMCAST
02.2015 - 06.2017

WAREHOUSE/RECEIVING CLERK

MCCANDLESS
09.2014 - 02.2015

INTELLISOURCE

FRAUD ANALYSIS, INTELLISOURCE
03.2014 - 08.2014

TEAM MEMBER

BURGER KING
08.2012 - 02.2014

HS Diploma -

Prairie View high school

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Kiara Dozier