Sierra Francis
Brooklyn,NY
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
9
9
years of professional experience
Work History
Contact Center Representative
National Grid USA
09.2023 - 05.2024
- Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary.
- Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs.
- Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and phone correspondence.
- Act as First Responders – report for work during emergencies. i.e. Natural disasters.
Tech Support Specialist III
SimpliSafe
11.2021 - 07.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non- technical users.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Data Entry Specialist
Diverse Coverage Brokerage
02.2019 - 03.2020
- Preserved provider confidence and protected operations by keeping all medical information confidential.
- Developed strong understanding of medical charges through the standard codes using ICD-9 & CPT charge descriptions
- Coded and processed medical documents into required electronic formats.
- Compared transcribed data with source document to detect and correct errors.
- Corrected data entry errors to prevent duplication or data degradation.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Office Assistant
Long Island University Brooklyn Campus
08.2015 - 12.2018
- Screened visitors and issued badges to maintain safety and security.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Processed incoming and outgoing mail, sorting and distributing to correct faculty/staff and departments.
- Ordered and distributed office supplies while adhering to fixed office budget.
- Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
- Volunteered to help with special department projects of varying degrees of complexity.
Education
Associate of Applied Science - Applied Psychology
Borough of Manhattan Community College of The City University of New York
New York, NY05.2024
High School Diploma -
Monacan High School
Richmond, VA08.2014
Skills
- Application Testing
- Functional Testing Experience
- Workflow Implementation
- Microsoft Suite
- Oracle
- Comprehensive Rate Information System (CRIS)
- PeopleSoft
- CRM/CSR
- Atlassian JIRA
- Cisco Finesse/Jabber
- Systems Analysis
- Computer System Maintenance
- Document Management/Review
Timeline
Contact Center Representative
National Grid USA
09.2023 - 05.2024
Tech Support Specialist III
SimpliSafe
11.2021 - 07.2023
Data Entry Specialist
Diverse Coverage Brokerage
02.2019 - 03.2020
Office Assistant
Long Island University Brooklyn Campus
08.2015 - 12.2018
Associate of Applied Science - Applied Psychology
Borough of Manhattan Community College of The City University of New York
High School Diploma -
Monacan High School
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