Sierra G Walker
Wichita,KS
Summary
Dynamic professional with extensive customer service experience, excelling in team leadership and quality assurance. Proven ability to enhance customer satisfaction through active listening, effective communication and problem resolution. Skilled in CRM software and payment processing, fostering loyalty and retention in high-pressure environments.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Waste Connections of Kansas
02.2022 - Current
- Talks with customers by phone or email, and receives orders for installation, turn-on, discontinuance, or change in service.
- Effectively communicates issues, needs, and opportunities with customer service employees and other managers, and solicits the sale of new or additional services.
- Works in conjunction with other departments to resolve customer disputes.
- Determines charges for services requested, collects payments, prepares change of address records, and issues discontinuance orders.
- Key word orders, new customer paperwork, and general office duties.
- Delivers services to customers in a manner that promotes goodwill.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Complete, on average, 40 emails per day.
- Complete, on average, 60 calls per day.
Call Center Team Lead
CURO Financial Technologies
01.2018 - 12.2025
- Led team in achieving customer satisfaction goals through effective coaching and support.
- Implemented quality assurance measures to enhance call handling and service delivery.
- Assisted in training programs for new hires to ensure adherence to operational standards.
- Analyzed call metrics to identify trends and drive process improvements within the team.
- Resolved customer inquiries and concerns efficiently to enhance satisfaction and retention.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Account Representative
CURO Financial Technologies
01.2018 - 12.2022
- Managed customer inquiries and resolved account issues promptly.
- Utilized CRM systems to track customer interactions and maintain accurate records.
- Maintained detailed records of customer interactions, ensuring accurate tracking of account history.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating the company website and app, and improving the overall user experience.
- Completed 40+ calls per day.
Customer Service Cashier
QuikTrip
09.2015 - 08.2016
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Resolved customer inquiries and complaints to enhance satisfaction and loyalty.
- Maintained cleanliness and organization of the store to ensure a positive shopping experience.
- Restocked the product in the coolers, on shelves, and in the kitchen.
Assistant Manager
Planet Fitness
07.2012 - 03.2013
- Oversaw daily operations to ensure compliance with health and safety standards.
- Trained and mentored staff on customer service excellence and operational procedures.
- Managed inventory levels, optimizing stock availability for member satisfaction.
- Assisted with checking in clients, signing up new members and entering new member information.
Waitress
Knollas Pizza
05.2007 - 07.2012
- Provided exceptional customer service in fast-paced environment, ensuring guest satisfaction and repeat business.
- Efficiently managed multiple tables, prioritizing orders and maintaining timely service delivery.
- Collaborated with kitchen staff to ensure accurate order preparation and prompt meal delivery.
- Trained new team members on restaurant procedures and customer engagement techniques.
Education
No Degree - Criminal Justice/Psychology
Wichita State University
Wichita, KSHigh School Diploma -
Metro Boulevard High School
Wichita, KS11-2010
Skills
- Customer relationship management
- Quality assurance
- Team leadership
- Payment processing
- Call handling procedures
- Order processing systems
- CRM software utilization
- Operational compliance
- Inventory management
- Data entry
- Call center experience
- Computer proficiency
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, department-wide regularly.
- Telephone Service - Professionally processed on average 60+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
Waste Connections of Kansas
02.2022 - Current
Call Center Team Lead
CURO Financial Technologies
01.2018 - 12.2025
Customer Account Representative
CURO Financial Technologies
01.2018 - 12.2022
Customer Service Cashier
QuikTrip
09.2015 - 08.2016
Assistant Manager
Planet Fitness
07.2012 - 03.2013
Waitress
Knollas Pizza
05.2007 - 07.2012
No Degree - Criminal Justice/Psychology
Wichita State University
High School Diploma -
Metro Boulevard High School