Sierra DeJohnette
Jonesboro,United States
Summary
Empathetic Tier 2 Customer Service Representative, known for high productivity and efficient task completion. Specialize in conflict resolution, advanced technical support, and customer retention strategies. Excel using active listening, clear communication, and patience to navigate complex customer issues and ensure satisfaction.
Overview
7
7
years of professional experience
Work History
Tier 2 Customer Service Representative
Georgia Department of Revenue
Atlanta, GA
04.2023 - Current
- Assisted customers in navigating the company's website, helping them find relevant information quickly and easily.
- Ensured compliance with all applicable laws, regulations and organizational policies.
- Maintained accurate records of customer interactions using CRM software tools.
- Supported customers with online billing, access and account issues.
- Updated customer information and account status in the database following each interaction.
- Performed routine maintenance and software updates on support tools and customer systems.
Security Officer
Allied Universal Security Services
Fairburn, GA
02.2023 - 03.2024
- Participated in training sessions to stay up-to-date on current security trends and best practices.
- Confirmed visitor identification prior to granting entry into the building.
- Operated communication systems between officers stationed throughout the facility.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Adhered to post orders while maintaining a visible presence around the property.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
Office Manager
M.D's Refrigeration
Atlanta, GA
06.2017 - 04.2023
- Developed effective communication strategies between departments within the organization.
- Provided administrative support to management team including preparing reports and presentations.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Maintained filing system for records, correspondence and other documents.
- Monitored inventory levels and placed orders when needed.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
Customer Service Agent
Amazon
Atlanta, GA
05.2020 - 02.2022
- Answered inquiries by effectively researching, locating, and relaying information to customers
- Brought forth the ability to work well independently and collaboratively
- Communicated efficiently during high-volume operations, harnessing effective interpersonal skills to resolve over 100+ inquiries per day via phone, email, and chat
- Collaborate effectively as a part of a team dynamic, liaising with 20+ colleagues to attain a 90% or better customer satisfaction rating
- Harness expert knowledge of company memberships and benefits to identify client needs, achieving a 25% increase in sign-ups
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Tracked orders from placement to delivery using internal systems.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Updated customer records in the CRM system accurately with each interaction.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Package Handler
Fedex
Atlanta, GA
02.2019 - 01.2022
- Inspected packages for damages or defects and recorded any issues found.
- Assisted in training new employees on package handling processes.
- Ensured compliance with postal regulations regarding hazardous materials handling.
- Lifted/sorted over 5,000+ packages daily using safety guidelines and machinery assistance at times in a fast paced environment
- Reported delays and damaged, suspicious, or incorrect packages to supervisors
- Worked well both independently and also with others
- Receive products using scanners and unload shipments from trucks.
Driver Helper
UPS
Atlanta, GA
10.2020 - 12.2021
- Assisted drivers with navigation if necessary using GPS systems or maps provided by company.
- Checked customer orders against invoices for accuracy prior to delivery completion.
- Complied with company safety and sanitary standards at all times
- Completed daily route drop-off of over 150+ packages and all corresponding paperwork in various weather conditions
- Safely and efficiently transported cargo to destinations
- Assisted delivery drivers with loading 200+ packages onto trucks
- Excellent customer contact and driving skills.
Education
High School Diploma -
Langston Hughes High School
Fairburn, GA05-2017
Some College (No Degree) - Business Administration
Georgia Military College
Fairburn, GASome College (No Degree) - Nursing
Bethune-Cookman University
Daytona Beach, FLSkills
- Call handling
- Customer Service
- Call Center Operations
- Account updating
- MS Office proficiency
- Information Protection
- Remote Support
- Microsoft Outlook
- Customer Success Management
Timeline
Tier 2 Customer Service Representative
Georgia Department of Revenue
04.2023 - Current
Security Officer
Allied Universal Security Services
02.2023 - 03.2024
Driver Helper
UPS
10.2020 - 12.2021
Customer Service Agent
Amazon
05.2020 - 02.2022
Package Handler
Fedex
02.2019 - 01.2022
Office Manager
M.D's Refrigeration
06.2017 - 04.2023
High School Diploma -
Langston Hughes High School
Some College (No Degree) - Business Administration
Georgia Military College
Some College (No Degree) - Nursing
Bethune-Cookman University