Sirmedra A. Pittman
CBHS
Bogalusa,LA
31
years of professional experience
CSR for GDIT ISG Customer service supervisor from 2013 to 2016 Supervisor for OEP 2017 Maximus from 2017 to 2023 CBHS from 2023 to now delivering supervisory-level resolution, coaching support, and across a high-volume support environment, serving as Supervisor for OEP 2021. Collaborates with training teams to strengthen new CSR performance during nesting and steps in to support peers when service metrics need attention. Recognized among the company’s Top 100 CSRs for sustained performance.
Work History
Trainer
2 Months- Deliver clear training sessions that help staff understand expectations, procedures, and service standards.
- Provide one-on-one coaching to reinforce job knowledge and improve confidence during daily work.
- Review service interactions for quality, consistency, and adherence to internal standards.
- Support complaint resolution by gathering details, clarifying concerns, and guiding cases to the right next step.
Trainer
5 Months- Trained new employees on service procedures, call handling, and expected workplace standards.
- Provided clear coaching during onboarding to help employees adjust to daily job expectations.
- Reviewed trainee performance and offered feedback to strengthen confidence and consistency.
- Supported customer issue resolution by explaining procedures and reinforcing proper escalation steps.
Trainer
5 Months- Delivered clear onboarding guidance for new employees across daily tasks, policies, and service expectations.
- Coached team members through role-specific procedures and reinforced consistent service behaviors during training sessions.
- Reviewed training materials and updated instructions to reflect current processes and expectations.
- Supported customer issue resolution by explaining procedures and guiding staff through common service concerns.
Supervisor
5 Years 7 Months- Supervised daily team activity to keep customer service work organized and on schedule.
- Resolved complex customer issues by reviewing concerns, identifying next steps, and communicating clear updates.
- Provided coaching to staff members to improve call handling, professionalism, and service consistency.
- Monitored service quality through routine review of customer interactions and documented findings for follow-up.
Internal Support Group/ CSR
4 Years 10 Months- Maintain Top 100 CSR ranking for 3 consecutive years by delivering accurate, supervisory-level customer support and complaint resolution.
- Provide clear guidance on supervisory questions and resolve complaints with calm, professional communication.
- Collaborate with training teams to develop new CSRs during nesting and strengthen transition readiness.
- Review scorecard gaps and volunteer support when teammates need coverage in performance-focused areas.
- Complete and revise consumer health insurance applications while verifying eligibility and available ACA alternatives.
- Coordinate workflow improvements and team support to keep service delivery organized across daily CSR needs.
Product Knowledge Trainer/ Production Supervisor
2 Years- Demonstrated telephony software use and reinforced scripting standards to improve customer service consistency.
- Coached CSRs on daily business practices and handled customer issue resolution expectations during class instruction.
- Monitored attendance and job performance to support quality review and management follow-up.
Customer Service Mentor
6 Years- Resolved customer issues promptly, using customer issue resolution to maintain service quality and confidence.
- Applied escalation handling to address complex concerns and keep sensitive customer situations moving toward resolution.
- Used complaint resolution and process improvement to strengthen service consistency and reduce repeat follow-up.
Assistant Store Supervisor/Manger
2 Years 1 Month- Led weekly sales meetings with the store manager, reinforcing product knowledge and promotion priorities.
- Prepared weekly associate performance reports for management review, clarifying strengths and coaching opportunities.
- Introduced small morale incentives, including cash bonuses, to encourage a more diligent team culture.
- Managed store financial records in Microsoft Excel and other software to support cost-conscious operations.
- Coordinated performance feedback discussions with associates, supporting accountability and ongoing development.
Education
Certificate of Completion - Business Office Communications
Skills
Customer issue resolution
Escalation handling
Complaint resolution
Training facilitation
New hire onboarding
Coaching and mentoring
Quality assurance review
Scorecard analysis
Performance reporting
Workflow coordination
Team scheduling
Process improvement
Timeline
Trainer
CBHS
09.2026 - CurrentRead More
Trainer
CBHS LLC
07.2025 - 12.2025Read More
Trainer
CBHS LLC
07.2024 - 12.2024Read More
Supervisor
Maximus
11.2017 - 06.2023Read More
Internal Support Group/ CSR
General Dynamics IT
01.2013 - 11.2017Read More
Product Knowledge Trainer/ Production Supervisor
CPU 2
01.2008 - 01.2010Read More
Customer Service Mentor
Citel
01.2002 - 01.2008Read More
Assistant Store Supervisor/Manger
Payless Shoesource
09.1995 - 10.1997Read More
Northshore Technical College- Sullivan
Certificate of Completion from Business Office Communications
Read More