Hi, I’m
SIERRA DORSEY
Wilmington,DE
Beautiful things take time. Have faith in the process!
Sierra Dorsey
Summary
Reliable and optimistic customer service professional with 6+ years of experience helping customers resolve complex service issues. Eager to support a company looking to build an impeccable online reputation by providing top-class customer support. Helped reduce call volume and emails by 15% daily at Cash Connect.
Overview
9
years of professional experience
4
years of post-secondary education
Work History
Novasep, LLC (Randstad)Wilmington, DE
Office Administrator
07.2022 - 10.2022
Job overview
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Created purchase orders and purchased office supplies.
- Monitored, processed, recorded, and managed logistics, in terms of shipping and receiving samples (mainly R&D samples) and marketing material.
- Served as initial and immediate point of contact for customers and vendors and responded to customer and vendor-initiated interactions via telephone, and emails in timely manner.
- Collected invoices for accountant and some online payments
- Assist accountant with research and reconciliation of invoices and provided supporting documentation as needed.
- Organized visits on site, scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Resolved vendor and company issues by communicating directly with vendors and upper management at companies.
- Handled IT related task management for specific projects as needed and identified software bugs and system issues and coordinated with IT department for handling.
- Assist management and served as point of contact for accountant when accountant was out of office.
- Worked side-by-side with General Manager, Lab Engineers, Global Policy Manager, and Building Operations Coordinator to discuss new creations and help achieve their project goals.
AmazonNew Castle, DE
Associate
09.2019 - 08.2021
Job overview
- Shop, locate, choose, and package items for Amazon prime customers.
- Worked varied hours to meet seasonal and business needs.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Delivered 50-100 packages in 4-6 hours.
Cash ConnectNewark, DE
TCM Support Specialist
11.2017 - 09.2019
Job overview
- Primary responsibilities included reviewing, analyzing, assessing, and resolving ATM related issues quickly for customers and vendors.
- Served as initial and immediate point of contact for customers, vendors, and account holders of service contracts.
- Efficiently and successfully resolved incoming customer complaints and concerns using high-touch approach, proper computer applications and platforms via telephone, email, and online ticketing system.
- Managed, monitored, and entered data for 50 high-profile customer accounts related to ATM’s and Smart Safe’s.
- Properly troubleshoot problems, escalate issues or advanced questions to appropriate channels, and ensure all calls made to ATM Help Desk are properly documented and complete with resolution as well as making sure ticket system is up to date with precise, timely information.
- Responded to customer-initiated interactions (email and telephone) in timely and efficient manner and documented all email/phone interactions in pertinent logs and journals.
- Decreased workload by 10-15% each day.
- Assist in armored courier management including confirming 100-200 cash loads, ensure ATM’s do not run out of cash and smart safes are emptied as scheduled.
- In addition, navigate through computer system by opening service requests for customers (e.g., dispatching first/second line maintenance), updating service requests, and escalating any overdue service request, as well as researching any cash load confirmation that may seem inaccurate.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Built meaningful relationships with customers by active listening, effective problem solving, and provided customer with ATM/Smart Safe education.
- Trained new employees on cash load confirmations, smart safes, and ticketing system.
Rally Point SolutionsWilmington, DE
CPAM Analyst (Co-Privileged Access Management)
02.2014 - 03.2017
Job overview
- Responsible for reviewing, analyzing, and evaluating large computer database to ensure all systems were functioning properly.
- Provided after-hour support assistance to customers.
- Worked independently to control data integrity-analyzed, reviewed, and searched customer accounts to protect system from being compromised or abused by outside hackers.
- Monitored compliance with organization's information security policies for unusual behavior.
- Worked with customers to determine their need for expert support in IT-Security, including applicability of standards, laws, and regulations to existing and future solutions.
- Trained new employees on TPAM (Total Privileged Access Management) system and troubleshooting high security level logins.
- Performed routine security check every 15 minutes to document data of no unusual activity.
- Investigate and escalate internal and external security threats in timely manner while communicating clearly and proactively until issue is resolved.
- Collaborate with upper management to discuss current policies and improvements.
- Assisted information systems security managers in reporting and mitigating information system security threats.
Education
Brandywine High SchoolWilmington
H.S. Diploma
08.2008 - 05.2012
Skills
Operating Independently
Attention to Detail
Proactive Problem solvingWritten/communication TypingFast LearnerInquisitiveOptimisticCustomer SupportTime ManagementTeam PlayerMicrosoft Office/ExcelFinancial services support
Typing 50 words per minute
Multitasking
Organizational
Office management
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Office Administrator
Novasep, LLC (Randstad)
07.2022 - 10.2022
Associate
Amazon
09.2019 - 08.2021
TCM Support Specialist
Cash Connect
11.2017 - 09.2019
CPAM Analyst (Co-Privileged Access Management)
Rally Point Solutions
02.2014 - 03.2017
Brandywine High School
H.S. Diploma
08.2008 - 05.2012