Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Tiera Redd

Memphis,TN

Summary

Collaborative Customer service representative[14yrs] and Customer Experience specialist [2yrs] with record of success leading team efforts, recognizing revenue-driving opportunities and building professional relationships. Served as the first line of technical support for our consumer or business customers. Effective at managing attainment of big picture business goals. Detail-oriented and efficient, with strengths in both project and time management.

Overview

16
16
years of professional experience

Work History

Customer Experience Specialist

ClearCaptions
11.2022 - Current
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Helped with troubleshooting with Customer to ensure their product is working and ready for them to use
  • Identified and resolved discrepancies and errors in customer accounts.

Customer Care Representative WFH/ Lead

SITEL Worldwide
06.2013 - 03.2020
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.

Customer Service Representative/Tech Support

Verizon
02.2009 - 05.2013
  • Informed customers about billing procedures, processed payments, and provide payment options setup assistance.
  • Set up and activated customer accounts
  • Trained new employees on procedures and policies to maximize team performance.
  • Assessed customer account information to determine current issues and potential solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Troubleshooting and assistance of customer account over 4 years

Education

Bachelor of Science - Business Administration And Management

Strayer University
Memphis, TN
09-2023

Skills

  • CRM software
  • Inbound customer service
  • Critical thinking
  • Technical Support
  • 42 wpm typing speed
  • Computer skills
  • Live chat support
  • Phone etiquette
  • Technical troubleshooting
  • MS office
  • Multi-line phone systems
  • Remote office availability

Languages

English
Full Professional

Timeline

Customer Experience Specialist

ClearCaptions
11.2022 - Current

Customer Care Representative WFH/ Lead

SITEL Worldwide
06.2013 - 03.2020

Customer Service Representative/Tech Support

Verizon
02.2009 - 05.2013

Bachelor of Science - Business Administration And Management

Strayer University

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Tiera Redd