Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Tiera Nicole Shead

Tiera Nicole Shead

St Louis,MO

Summary

Experienced customer service rep seeking a support position with an expanding tech company. Currently pursuing a Bachelor's Degree in Digital Marketing and has over 5 years of experience in customer service roles. Highly skilled communicator who meets deadlines. A solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

7
7
years of professional experience

Work History

Digital Customer Care Agent

Caleres
Maplewood , MO, United States
02.2021 - Current
  • Effectively managed consumer calls to respond to and resolved order inquiries or complaints and completed inbound sales
  • Managed over 45+ customer calls per day
  • Grew customer retention through positive and professional communication
  • Delivered timely and accurate credits and adjustments to customer accounts
  • Provide leadership for associates including coaching to build strong teams and delivering constructive feedback to drive customer retention and sales
  • Resolve escalated issues to mitigate disruptions to consumers and associates
  • Identify technical issues and provide troubleshooting
  • Demonstrate time management by prioritizing tasks and adapting to the needs of consumers and business
  • Collaborate across teams to accomplish goals and initiatives, promoting team synergy

Mobile Activation Coordination

Spectrum Mobile
Saint Ann, MO
01.2018 - 04.2020
  • Navigated various billing systems, provisioning systems, and network elements comprising of residential order flows
  • Provided wireless service provisioning and support for Residential mobile telephone customers
  • Supported post-sales activities including configuration requirements for mobile voice services and tasks ranging from order validation, billing system access, and entry
  • Support incoming calls from customers to troubleshoot activation and porting fallout for customers attempting to activate Spectrum Mobile
  • Maintained up-to-date knowledge of customer accounts
  • Managed over 75 customer calls per day.

Technical Support Specialist

Altice Technical Services
Tyler, TX
02.2015 - 11.2017
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Submitted service tickets for equipment maintenance requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Handle 50+ customer interactions per day.

Education

Bachelor of Applied Science - BASc - Marketing

Columbia College
Columbia, MO
08.2023

Skills

  • Customer Retention Strategies
  • Past Due Account Management
  • Customer Communication
  • Call Volume Analysis
  • Issue and Resolution Tracking
  • Troubleshooting Network Issues
  • Zendesk 4 Years
  • Account Administration
  • High-Volume Environments
  • Customer Data Confidentiality

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Digital Customer Care Agent

Caleres
02.2021 - Current

Mobile Activation Coordination

Spectrum Mobile
01.2018 - 04.2020

Technical Support Specialist

Altice Technical Services
02.2015 - 11.2017

Bachelor of Applied Science - BASc - Marketing

Columbia College

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Tiera Nicole Shead