Kiera Jones
Dallas,TX
Summary
Dynamic customer service professional with a proven track record at FEMA, excelling in problem-solving and conflict resolution. Recognized for enhancing client satisfaction through effective communication and meticulous recordkeeping. Adept at technical support, delivering timely solutions while fostering positive relationships and exceeding quality assurance standards.
Overview
7
7
years of professional experience
Work History
Helpline Agent
FEMA
2023.05 - Current
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Exceeded quality assurance standards through diligent attention to detail and commitment to excellence.
- Mastered complex troubleshooting techniques, enabling successful resolution of even the most difficult customer concerns.
Medicare Enrollment Specialist
Shyftoff Corp
2024.05 - 2025.05
- Streamlined the enrollment process for increased efficiency and enhanced user experience.
- Understood and thoroughly explained services provided to customers and potential customers.
- Managed accurate recordkeeping of information and application documents, ensuring compliance with regulations..
- Streamlined the Medicare enrollment process by effectively managing and organizing application documentation.
- Established strong relationships with healthcare providers, facilitating seamless coordination during the enrollment process.
- Assisted members in understanding complex Medicare policies, guiding them through the enrollment process stepbystep.
- Delivered prompt resolution for member inquiries regarding their Medicare enrollment status, providing clear and concise information.
Tier 2 Technical Support Specialist
Sitel
2020.02 - 2022.05
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
Outbound Sales Call Center Agent
Teleperformance USA
2018.01 - 2020.03
- Updated, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Optimized calling scripts to enhance effectiveness, leading to higher conversion rates from prospects to customers.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
Education
John R Rogers High School
Spokane, WA06.2012
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Customer complaint resolution
- Service support
- Conflict resolution
- Recordkeeping proficiency
- Order fulfillment
- Technical support
Timeline
Medicare Enrollment Specialist
Shyftoff Corp
2024.05 - 2025.05
Helpline Agent
FEMA
2023.05 - Current
Tier 2 Technical Support Specialist
Sitel
2020.02 - 2022.05
Outbound Sales Call Center Agent
Teleperformance USA
2018.01 - 2020.03
John R Rogers High School