KIERA CALDWELL
Lufkin,US
Summary
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.
Overview
11
11
years of professional experience
Work History
Support Desk Specialist
RKI Apps
04.2023 - 10.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Walked user through series of steps to determine problem and implement likely solution.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Offer ideas to improve the quality and efficiency of our customer service operation.
Customer Service Representative
ModSquad
09.2022 - 01.2023
- Develop highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Exhibit high energy and professionalism when dealing with clients and staff.
- Implemented and developed customer service training processes.
Call Center Customer Service Representative
Arise
04.2020 - 08.2022
- Maintain and manage customer files and databases.
- Enhance productivity levels by anticipating needs and delivering outstanding support.
- Bolster customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Administrative Assistant
Management & Training Corporation
10.2016 - 06.2020
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Managed filing system, entered data and completed other clerical tasks.
- Executed record filing system to improve document organization and management.
Resident Assistant
Burke Center
07.2014 - 01.2015
- Organized and hosted social and educational events for residents to foster meaningful connections and community spirit.
- Developed and enforced safety policies and procedures to drive safety and well-being of residents .
- Provided crisis intervention and support services to students to minimize intensity of emotional, mental and behavioral reactions to crisis.
Customer Service Representative
Sears
09.2012 - 09.2013
- Prioritized helping customers over completing other routine tasks in store.
- Listened to customer needs and desires to identify and recommend optimal products.
- Recommended complementary purchases to customers, increasing revenue.
Education
High School Diploma -
Lufkin High School
Lufkin, TXSkills
- Customer Service
- Data Entry and Management
- Active Listening
- Complaint and Issue Resolution
- Sales Expertise
- Technical Support
- POS Systems Expertise
- Assertiveness
- Teamwork
- CRM Software
- Call Center Operations
- Call Volume and Quality Metrics
- Flexibility
- Professionalism
- Critical Thinking
- Issue Research
- Analytical Thinking
- Idea Development and Brainstorming
- Improvement Plan Knowledge
Timeline
Support Desk Specialist
RKI Apps
04.2023 - 10.2023
Customer Service Representative
ModSquad
09.2022 - 01.2023
Call Center Customer Service Representative
Arise
04.2020 - 08.2022
Administrative Assistant
Management & Training Corporation
10.2016 - 06.2020
Resident Assistant
Burke Center
07.2014 - 01.2015
Customer Service Representative
Sears
09.2012 - 09.2013
High School Diploma -
Lufkin High School
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