Summary
Overview
Work History
Education
Skills
Timeline
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Tierra Hann

Akron,OH

Summary

Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.

Overview

15
15
years of professional experience

Work History

Customer Service Manager

Coltene Inc
02.2024 - Current
  • Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Established strong relationships with clients, promoting trust and loyalty in our brand.
  • Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
  • Enhanced team productivity by implementing effective training programs tailored to individual needs.
  • Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
  • Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
  • Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
  • Partnered with senior management on strategic projects aimed at expanding the business''s presence within key markets.
  • Boosted employee morale by fostering a positive work environment and recognizing outstanding performance.

Customer Service Manager

Barrette Outdoor Living
11.2022 - 10.2023
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
  • Introduced higher standards for customer service and increased efficiency by streamlining operations
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements
  • Took ownership of customer issues and followed problems through to resolution.

Customer Service Supervisor

Associated Materials
08.2015 - 11.2022
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.

Senior Customer Service Representative

Associated Materials
08.2010 - 08.2015
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.

Education

High School Diploma - General Studies

Firestone High School
Akron, OH
06.2001

Skills

  • Customer Service Operations
  • Team Management
  • Continuous Improvement
  • Call Monitoring
  • Team Building
  • Microsoft outlook, word, and Excel
  • Customer focused

Timeline

Customer Service Manager

Coltene Inc
02.2024 - Current

Customer Service Manager

Barrette Outdoor Living
11.2022 - 10.2023

Customer Service Supervisor

Associated Materials
08.2015 - 11.2022

Senior Customer Service Representative

Associated Materials
08.2010 - 08.2015

High School Diploma - General Studies

Firestone High School

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Tierra Hann