Kierra Wright
Shelby,NC
Summary
My customer service was superior as evidenced by consistently high customer satisfaction scores and positive feedback received from clients across different roles.
Overview
8
8
years of professional experience
Work History
Service Experience Professional
Fort Mill
07.2023 - 02.2024
- Collaborated with internal partners to resolve and achieve resolutions for advisors with an advisor-facing model
- Developed and maintained strong relationships with advisors to ensure high levels of advisor satisfaction and service agreements
- Identified and implemented processes for improvements and applied creativity to enhance the service experience for advisors
- Delivered comprehensive service and support to advisors, including troubleshooting, issue resolution, and ongoing training
- Offered support with stop payment requests, ACH/Wire transfers, and other account transactions
- Maintained accurate records and documentation of all advisor and internal interactions.
Customer Technical Support
ADT
10.2022 - 06.2023
- Supported over 300 customer inquiries weekly, maintaining a satisfaction rate of 93%
- Collaborated with cross-functional teams to identify and implement process improvements, resulting in increased efficiency and customer satisfaction
- Maintained a comprehensive knowledge base of common technical issues and their solutions to provide quick and accurate support to customers
- Use of Salesforce and Avaya/ CTI cloud connector.
Patient Service Representative
Talent Bridge
10.2021 - 02.2022
- Developed and maintained a comprehensive knowledge of patient copay assistance programs to provide accurate information and assistance to patients and healthcare providers
- Identified and implemented process improvements to streamline the intake of inbound calls and ensure efficient communication between patients and healthcare providers
- Maintained a high level of professionalism and customer service when interacting with patients and healthcare providers
- Pharmacy triage and order processing; Completing enrollments, inquiries regards enrollment, and access to alternative therapies.
Office Administrator
Turner Brown Group
12.2020 - 11.2021
- Developed and implemented efficient office procedures and policies to ensure the smooth operation of the office
- Monitored inventory to ensure an adequate stock is maintained at all times
- Acknowledging customer concerns and inquiries while providing excellent service
- Complying with company policy and procedures to achieve impact results.
Customer Service Representative
Red Ventures
10.2015 - 02.2018
- Supported and qualified new and existing DirecTV customers via chat
- Provided timely and accurate information to customers regarding product features, pricing, and promotions to assist in their decision-making process
- Maintained a high level of knowledge of all products and services offered by DirecTV and was able to effectively communicate this information to customers
- Cross-sell and upsell additional products and services to existing customers to increase revenue
- Evaluate customer feedback and identify areas for improvement in the customer service experience.
Education
Associate of Applied Science - Health Information Technology
08.2024
Certificate - Medical Billing and Coding
06.2017
High School Diploma -
01.2015
Skills
- MS office
- SalesForce
- Call center experience
- Adaptive
- Relationship development
- Technical problem solver
- Process Improvement
- Customer service excellence
- CRM Software
- Problem-Solving
Locations
- Fort Mill, SC
- Gastonia, NC
- Rock Hill, SC
Timeline
Service Experience Professional - Fort Mill
07.2023 - 02.2024
Customer Technical Support - ADT
10.2022 - 06.2023
Patient Service Representative - Talent Bridge
10.2021 - 02.2022
Office Administrator - Turner Brown Group
12.2020 - 11.2021
Customer Service Representative - Red Ventures
10.2015 - 02.2018
Brunswick Community College - Associate of Applied Science, Health Information Technology
Palmetto School of Career Development - Certificate, Medical Billing and Coding
South Pointe High School - High School Diploma,
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