Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Sierra Neal

Winter Garden,FL

Summary

Dynamic and results-oriented professional with extensive experience at Startek USA, excelling in complaint resolution and customer satisfaction measurement. Leveraged Microsoft Excel for data analysis, enhancing decision-making and service delivery. Recognized for building rapport and exceeding performance metrics, significantly improving customer loyalty and repeat business. Expert in coordinating high-volume call center operations and training staff, demonstrating exceptional leadership and multitasking abilities. I went to college I’ve not yet finished.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Startek USA
02.2019 - 09.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Server Trainer

Barcadia
05.2018 - 02.2019
  • Trained new team members on restaurant procedures, menu items, and performance strategies.
  • Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
  • Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
  • Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
  • Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
  • Monitored new server performance and offered continuous support throughout training period.
  • Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
  • Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
  • Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
  • Actively participated in team meetings to discuss strategies for increasing efficiency and improving customer experiences.

Reservationist

Emerils
03.2016 - 05.2018
  • Utilized reservation software proficiently, ensuring quick response times during high call volumes.
  • Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
  • Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
  • Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.
  • Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
  • Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods..
  • Maintained up-to-date knowledge of hotel policies, rates, and promotions to provide accurate information to guests.
  • Ensured data accuracy within the reservation system by regularly updating guest profiles, preferences, and special requests.
  • Resolved various issues and discrepancies for customers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Education

Psychology - Psychology

University of New Orleans
New Orleans, LA

Diploma -

O. Perry Walker College Prep High School
New Orleans, LA
05.2014

Skills

  • Call center experience
  • Microsoft Excel
  • Complaint resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Scheduling
  • Follow-up skills
  • Documentation
  • Microsoft PowerPoint
  • Prioritization
  • Building rapport
  • Live chat support
  • Filing
  • Product and service solutions
  • Multi-line phone talent
  • Coordination
  • Sales expertise
  • Assertiveness
  • Store maintenance
  • Recordkeeping strengths
  • Account updating
  • Research
  • Office equipment proficiency
  • Staff education and training
  • Proofreading
  • Brand representation
  • POS systems expert

Timeline

Customer Service Representative

Startek USA
02.2019 - 09.2021

Server Trainer

Barcadia
05.2018 - 02.2019

Reservationist

Emerils
03.2016 - 05.2018

Psychology - Psychology

University of New Orleans

Diploma -

O. Perry Walker College Prep High School
Sierra Neal