Kiera Lucas
New Castle
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Office Manager / Account Manager
Pottery Pots
04.2022 - 01.2025
- Led customer account management initiatives, addressing inquiries, resolving issues, and ensuring high levels of customer satisfaction
- Managed day-to-day operations, including inventory control and quality assurance, ensuring smooth customer transactions and service delivery
- Coordinated with cross-functional teams to ensure customer needs were met promptly and efficiently
- Streamlined internal processes, which enhanced customer service delivery and boosted retention rates
- Provided feedback on customer service processes to senior leadership, suggesting improvements to enhance overall efficiency
Customer Service & Trainer
v(we)Care
11.2019 - 07.2020
- Managed a variety of customer interactions through calls, chats, and emails, delivering high-quality service in a timely manner
- Trained new hires on customer satisfaction best practices and sales techniques, helping to improve overall team performance
- Resolved customer complaints and ensured a positive experience, contributing to improved customer satisfaction metrics
Sales Consultant / E-Commerce Consultant
NewYorkDress.com
11.2015 - 05.2016
- Delivered exceptional customer service through chat and email, addressing customer inquiries and resolving issues in real-time
- Utilized CRM software to track customer preferences, providing personalized recommendations and driving repeat business
- Managed customer orders, ensured product availability, and handled service requests efficiently, achieving sales targets
Non-Profit Organizer
Witney's Lights
09.2011 - 05.2013
- Demonstrated exceptional time management skills while working on multiple projects simultaneously without compromising quality or deadlines.
- Leveraged social media tools effectively to create buzz around events, driving increased registrations and engagement.
- Maintained clear communication channels between the victims of domestic violence and the women's shelter's.
- Adapted swiftly to unforeseen circumstances during events, implementing contingency plans set up by the director for a swift resolution.
Education
Bachelor of Science - Product Development, Economics
Fashion Institute of Technology
New York, NYSkills
- Customer Relationship Management (CRM)
- Conflict Resolution & Problem Solving
- High-Volume Call Management
- Sales & Service Excellence
- Time Management & Prioritization
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Account Management
- Customer Retention
- Lead Generation
- Profit & Loss Analysis
- Strategic Planning
- Project Management
- Team Leadership
- Budgeting & Financial Management
- Inventory Management
- Conflict Resolution
Honors And Awards
- Presidential Scholars Program, Honoree, 08/01/13 - 05/31/15
- Poetic Power Winner, Published Poet, A Celebration of Poets, Spring 2013
Publications
5 Reasons To Say I Do At The Courthouse, Munaluchi Bride, 11/01/23
Additional Skills And Certifications
Facebook Social Media Marketing Specialization, Google Career Certificate, 03/01/22
Certification
- Certified Customer Service Representative of the Month, Vcare Technology -
Timeline
Office Manager / Account Manager
Pottery Pots
04.2022 - 01.2025
Customer Service & Trainer
v(we)Care
11.2019 - 07.2020
Sales Consultant / E-Commerce Consultant
NewYorkDress.com
11.2015 - 05.2016
Non-Profit Organizer
Witney's Lights
09.2011 - 05.2013
Bachelor of Science - Product Development, Economics
Fashion Institute of Technology
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