Summary
Overview
Work History
Education
Skills
Gardening and teaching my kids the basics
Timeline
Generic

Sierra Holmes

Bakersfield,CA

Summary

Hard woring candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Motivated team player. Proven ability to remain calm and professional in high- stress situations while being able to quickly and effectively resolve customer complaints. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, Managing customer relations and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction

Overview

6
6
years of professional experience

Work History

Customer Care Agent

Qualfon Call Center
11.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Streamlined communication channels for improved efficiency within the customer care team.
  • Reduced response times by implementing effective organizational strategies in managing inquiries.
  • Built rapport with clients, resulting in increased customer loyalty and positive feedback.
  • Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
  • Conducted regular quality assessments, ensuring consistent adherence to company standards of excellence in customer care.

Customer Care Agent

Conduent
06.2021 - 06.2023
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Built rapport with clients, resulting in increased customer loyalty and positive feedback.
  • Reduced response times by implementing effective organizational strategies in managing inquiries.
  • Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
  • Implemented proactive outreach efforts for at-risk customers, resulting in decreased account cancellations.
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
  • Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Actively sought opportunities for professional development within the industry, participating in workshops and training sessions relevant to the role.
  • Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
  • Participated in regular team meetings designed to evaluate current processes, share ideas for improvement, and celebrate successes achieved within the department.

Medical Assistant

Skin And Cancer Center
03.2018 - 02.2020
  • Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
  • Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
  • Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
  • Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
  • Instructed patients on proper medication use and storage techniques based on doctors orders.
  • Scheduled appointments and maintained patient records.

Education

Associate of Science - Forestry

Bakersfield College
Bakersfield, CA
05.2023

Medical Assisting

Milan Institute
Bakersfield, CA
04.2017

High School Diploma -

Taft Union High School
Taft, CA
05.2014

Skills

  • Live chat support
  • Escalation management
  • Appointment Scheduling
  • Call center experience
  • Complaint Handling
  • Typing Speed
  • Billing coordination
  • Order Processing
  • De-Escalation Techniques
  • Call Documentation
  • Quality Control
  • Effective Communication
  • Attention to Detail

Gardening and teaching my kids the basics

I love to garden and teach my kids to love everyone, but also know not every one is your friend. I enjoy teaching my kids how to fish, sports, and we also feed the homeless twice a month. We are extremely involved in school activities. 

Timeline

Customer Care Agent

Qualfon Call Center
11.2023 - Current

Customer Care Agent

Conduent
06.2021 - 06.2023

Medical Assistant

Skin And Cancer Center
03.2018 - 02.2020

Associate of Science - Forestry

Bakersfield College

Medical Assisting

Milan Institute

High School Diploma -

Taft Union High School

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Sierra Holmes