Sierra O'Kash
Linkedin.com/in/sierraokash
Summary
Dedicated customer support professional with over 4 years of experience in phone and email service, maintaining a 98% satisfaction rating. Proficient in Microsoft Office and customer service technologies, with a strong foundation in the medical and pharmaceutical industries. Skilled in professional communication and stakeholder interaction, I am a proactive self-motivator who excels in issue resolution and thrives in team environments. My ability to prioritize and multitask ensures timely, effective solutions, consistently exceeding performance objectives, and enhancing customer experiences.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Chas Roberts Air Conditioning
Phoenix, AZ
03.2021 - Current
- Engages directly with over 400 customers per week via phone and email, ensuring timely and effective resolution with professionalism and empathy, while actively listening and understanding the true issue to find the best resolution.
- Averages 2,500 calls per month, providing efficient and thorough assistance to each customer, with a 98% satisfaction rating.
- Maintains accurate customer records in an Oracle CRM system, regularly updating account information, and recording important call details.
- Developed comprehensive knowledge of products and services, enabling effective communication and support.
- Prepares product and service reports by collecting and analyzing customer information, with a documentation error rate of only 0.1% month over month.
Supervisor
Fired Pie
Phoenix, USA
03.2017 - 03.2021
- Managed a team of 30+ staff, ensuring efficient operations, and high morale during peak hours.
- Maintained a 96% customer satisfaction rating by promptly resolving complaints with a customer-first approach.
- Improved order processing and inventory management, cutting errors by 20%, and waste by 15%.
- Led training for new hires, boosting customer service skills, and employee retention.
- Partnered with marketing to launch weekly promotions, and seasonal menu items.
Education
Associate of Arts -
Estrella Mountain College
Avondale, AZCertified Nursing Assistant (CNA) -
Deer Valley High School
Phoenix, AZSkills
- Customer request management
- Product and service education
- Phone and email support
- Accurate order processing and documentation
- Cross-selling and upselling techniques
- Microsoft Office and social media proficiency
- Cross-functional team collaboration
- Timely customer issue analysis and resolution
- Medical and pharmaceutical knowledge
- Project management
Timeline
Customer Service Representative
Chas Roberts Air Conditioning
03.2021 - Current
Supervisor
Fired Pie
03.2017 - 03.2021
Associate of Arts -
Estrella Mountain College
Certified Nursing Assistant (CNA) -
Deer Valley High School
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