KIARA STEVERSON
NASHVILLE,TN
Summary
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. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
19
19
years of professional experience
Work History
Security Event Staff Member (SEASONAL)
BEST CROWD MANAGEMENT
NASHVILLE, TN
02.2016 - Current
- Greeted guests and checked tickets for entry into events.
- Maintained a professional demeanor while patrolling the event premises.
- Ensured that all attendees followed safety protocols and security regulations.
- Inspected vehicles entering the premises for contraband or illegal substances.
- Addressed any customer complaints in a timely manner and reported issues to supervisors.
- Collaborated with local law enforcement agencies during large-scale events as required.
- Intervened in fights and other conflicts to de-escalate situations with verbal or physical techniques.
- Warned persons of rule infractions or violations and evicted violators from premises.
CALL CENTER FLOOR TEAM LEAD
ONE TOUCH DIRECT
NASHVILLE, TN
07.2022 - 12.2023
- Managed a team of floor associates to ensure customer service goals were met.
- Supervised daily operations, including opening and closing procedures.
- Coordinated with various departments to ensure smooth workflow throughout the store.
- Opened and closed store by counting cash, opening and closing cash registers and creating staff assignments.
- Trained and coached new employees according to new hire procedures and proven sales strategies.
Lead Front Desk Clerk
SUPREME OIL COMPANY (TEMP)
OLD HICKORY, TN
01.2022 - 06.2022
- Greeted and checked in guests upon arrival, provided them with room keys, and directed them to their accommodations.
- Processed payments for guest bills using cash registers and credit card machines.
- Maintained records of all transactions in the hotel database system.
- Inspected rooms prior to check-in for cleanliness standards compliance.
- Updated guest profiles in the computer system with accurate information.
Call Center Team Lead
C-TEL COMMUNICATIONS
NASHVILLE, TN
03.2020 - 12.2021
- Provided coaching and guidance to call center team members on customer service skills.
- Developed and implemented processes for customer service operations.
- Conducted regular performance reviews of team members.
- Facilitated communication between team members and management personnel.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
Telephone Interviewer
Market Strategies International Research Center
NASHVILLE, TN
01.2018 - 03.2020
- Conducted in-depth telephone interviews with potential survey participants, ensuring that all questions were answered accurately and completely.
- Maintained a professional attitude while conducting surveys in accordance with company policies and procedures.
- Managed time effectively by completing assigned tasks within specified deadlines.
- Reviewed quality assurance reports for accuracy and completeness prior to submission to supervisor.
- Developed strategies for improving customer satisfaction when conducting telephone interviews.
Before and After School Care Assistant
YMCA Fun Company
NASHVILLE, TN
12.2013 - 05.2015
- Assisted in the preparation of nutritious snacks and meals for children attending before and after school care program.
- Provided a safe, nurturing environment for children during their stay at the facility.
- Organized age-appropriate activities to keep the kids engaged and entertained.
- Participated in staff meetings to discuss upcoming events, new policies, and strategies for improving the quality of service provided to families.
- Conducted regular assessments to evaluate student progress towards meeting goals set forth by administration.
SHIFTLEAD CLERK
Advance Financial 247
NASHVILLE, TN
02.2010 - 09.2013
- Assisted in the training of new employees.
- Monitored employee performance and provided feedback on areas for improvement.
- Taught staff upselling techniques to meet revenue targets.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Evaluated and performed equipment maintenance to support operational goals.
CASHIER
Mcdonalds, PDI FOODS
GOODLETTSVILLE, TN
11.2008 - 02.2010
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Answered customer questions and provided store information.
SALES ASSOCIATE
Kids Foot Locker
GOODLETTSVILLE, TN
03.2006 - 08.2008
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Conducted inventories on a regular basis to track stock levels.
- Demonstrated product features and benefits for customers' needs.
Education
High School Diploma -
HUNTERS LANE COMPREHENSIVE SCHOOL
1150 HUNTERS LANE NASHVILLE TN 3720705-2010
Skills
- Access Control
- Magnetometer operation
- Physical Fitness
- Asset Protection
- Perimeter Patrol
- Ticket checking
- Threat Assessment
- CCTV Monitoring
- Personal belongings inspections
- Crime Prevention
- Crowd tracking
- Emergency Response
- Incident Reporting
- Security System Knowledge
- Crowd Management
- Patrol techniques
- Guest screening
- File Management
- Guest Relations
- Mail distribution
- Cash Handling
- Customer Service
- File Organization
- Office Organization
- Spreadsheet tracking
- Call Routing
- Clerical Support
- Supply Management
- Appointment confirmation
- Inventory Control
- Office Administration
- Correspondence typingC
- Returns processing
- Product Recommendations
- Product restocking
- Drawer balancing
- Payment Processing
- ID Verification
- POS Systems
- Customer Assistance
- Payment Collection
- Cash Register Operation
- POS system operations
- Time management skills
- Report Preparation
- Information tracking
- Technical Support
- Call Monitoring
- Coaching and Mentoring
- Timekeeping abilities
- [Software] expertise
- Document Management
- Quality Assurance
Accomplishments
- GRADUATED HIGH SCHOOL WITH HONORS (HANCOCK AWARD)
Custom
- I AM RELIABLE, DEPENDABLE, HAVE OPEN AVAILABILITY, WILLING, TRUSTWORTHY AND 100% HONEST. I AM A PEOPLES PERSON AND I THRIVE OFF OF HUMAN TO HUMAN CONTACT. I LIVE OFF OF "I MAY NOT REMEBER SOMEONES NAME OR WHAT THEY LOOK LIKE, BUT I WILL ALWAYS REMEBER HOW SOMEONE MADE ME FEEL". I LIVE BY THAT AND PRACTICE THAT IN MY EVERY DAY LIVING.
Timeline
CALL CENTER FLOOR TEAM LEAD
ONE TOUCH DIRECT
07.2022 - 12.2023
Lead Front Desk Clerk
SUPREME OIL COMPANY (TEMP)
01.2022 - 06.2022
Call Center Team Lead
C-TEL COMMUNICATIONS
03.2020 - 12.2021
Telephone Interviewer
Market Strategies International Research Center
01.2018 - 03.2020
Security Event Staff Member (SEASONAL)
BEST CROWD MANAGEMENT
02.2016 - Current
Before and After School Care Assistant
YMCA Fun Company
12.2013 - 05.2015
SHIFTLEAD CLERK
Advance Financial 247
02.2010 - 09.2013
CASHIER
Mcdonalds, PDI FOODS
11.2008 - 02.2010
SALES ASSOCIATE
Kids Foot Locker
03.2006 - 08.2008
High School Diploma -
HUNTERS LANE COMPREHENSIVE SCHOOL
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