Summary
Overview
Work History
Education
Skills
Timeline
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Kiearra Scruggs

Detroit,MI

Summary

Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with the willingness to escalate critical issues. Offering 10+ years of service-focused experience. Authorized to work in the U.S.

Overview

12
12
years of professional experience

Work History

Customer Advocate

Kroger
01.2019 - 08.2019
  • Listened to customers in actively to assess issues and provide accurate information.
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Delivered prompt service to prioritize customer needs.

Customer Support Representative

Starbucks
09.2019 - 09.2022
  • Helped customers with individual projects, gathered supplies, and coordinated jobs to meet deadlines
  • Maintained productivity, restocking supplies during slow periods, and tidying customer areas
  • Fielded in-store and telephone requests for information covering store policies and available products
  • Set up customer accounts in the system and updated details to reflect current information
  • Promoted customer loyalty programs or store credit cards to meet performance targets
  • Created attractive displays to promote sale items
  • Used business and product knowledge to solve customer needs
  • Delivered consistent high-quality service to maintain customer loyalty
  • Utilized POS system for transactions and checked returned product condition before processing refunds.

Social Media Marketing Intern

Apache Cafe
05.2017 - 12.2017
  • Developed and executed successful social media campaigns, resulting in a significant increase in followers and engagement rates
  • Implemented a targeted influencer marketing strategy, resulting in collaborations with key industry influencers and driving brand awareness
  • Monitored and analyzed social media metrics to track campaign performance and identify areas for improvement
  • Assisted in the development of a comprehensive social media strategy, aligning it with the company's marketing goals and objectives
  • Contributed to the creation of a social media content calendar, ensuring consistent and timely delivery of content across platforms
  • Actively engaged with the online community, responding to comments, messages, and inquiries in a timely and professional manner
  • Conducted competitor analysis and industry research to identify trends and opportunities for the company's social media presence
  • Collaborated with cross-functional teams, including marketing, design, and sales, to ensure cohesive brand messaging across all channels
  • Increased brand awareness through the effective utilization of social media advertising platforms and tools.

Front Office Assistant

Smart Construction and Management
06.2012 - 12.2017
  • Handled office scheduling, appointment setup, paperwork, and workload balancing
  • Managed inbound and outbound calls, addressing various inquiries and needs
  • Supported contract administration with document scanning and data management
  • Maintained clean, organized workspaces and kept up with case deadlines
  • Conducted remote Social Media Marketing for the company: Assisted in the creation and scheduling of social media content across various platforms.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Retail Sales Associate

Forever 21
09.2019 - 12.2019
  • Helped customers complete purchases, locate items, and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Managed efficient cash register operations.

Graphic Designer

Freelance
01.2018 - Current
  • Met with customers to present mockups and collect information for adjustments.
  • Developed creative design for print materials, brochures, banners, and signs.
  • Completed final touches for projects such as images sizes and font selection.
  • Created digital image files for use in digital and traditional printing methods.
  • Completed final touches for projects before rollout.
  • Conceptualized creative designs for print materials, banners, and signs.
  • Utilized Adobe Creative Suite and Microsoft Office Suite to develop creative designs.
  • Cultivated mobile-friendly designs for variety of platforms.
  • Created logos, illustrations and typography for various organizations.

Education

High school diploma -

Penn Foster High School
05.2015

Associate in Arts (A.A.) - Business

SAE Institute
07.2019

Associate in Applied Science (A.A.S.) - Audio Engineering

SAE Institute
Atlanta, GA
01.2018

Bachelor's in Religion -

Liberty University
06.2025

Skills

  • Customer Support
  • Project Management
  • Invoicing
  • Microsoft Office
  • CRM
  • Chat Assistance
  • Appointment Scheduling
  • Audio Engineering Experience
  • Copyrights, PRO's, and Split Sheets
  • Songwriting
  • Social Media Marketing
  • Ensure Quality Service
  • Outbound Calls
  • Customer research
  • Upselling strategies
  • Persuasive Communication
  • Issue Research

Timeline

Retail Sales Associate

Forever 21
09.2019 - 12.2019

Customer Support Representative

Starbucks
09.2019 - 09.2022

Customer Advocate

Kroger
01.2019 - 08.2019

Graphic Designer

Freelance
01.2018 - Current

Social Media Marketing Intern

Apache Cafe
05.2017 - 12.2017

Front Office Assistant

Smart Construction and Management
06.2012 - 12.2017

High school diploma -

Penn Foster High School

Associate in Arts (A.A.) - Business

SAE Institute

Associate in Applied Science (A.A.S.) - Audio Engineering

SAE Institute

Bachelor's in Religion -

Liberty University

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Kiearra Scruggs