Tierra Harlan
Indianapolis,IN
Summary
Customer-focused support professional with experience diagnosing and addressing customer issues promptly through outbound and inbound communication. Proven ability to interface with customers to troubleshoot issues, document troubleshooting steps accurately, and escalate issues when appropriate. Detail-oriented, organized, and well suited for remote technical support environments requiring accuracy, clear communication, and independent problem-solving.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Director
Adventure Academy Daycare
Indianapolis, Indiana
04.2017 - 12.2025
- Led staff training sessions to enhance teaching strategies and classroom management.
- Implemented policy changes to improve student engagement and retention strategies.
- Oversaw scheduling of classes and extracurricular activities for optimal resource use.
- Supervised recruitment process including interviewing candidates, making hiring decisions and onboarding new hires.
Material Handler
Geodis Logistics
Plainfield, Indiana
07.2014 - 04.2016
- Organized storage areas to optimize space utilization and facilitate easy retrieval of materials
- Assisted in the packaging and labeling of finished products for shipment to customers
- Worked closely with production team to provide them with necessary materials in a timely manner
- Utilized computer systems to track inventory levels, monitor stock movements, and generate reports
Final Gate Auditor
McGraw-Hill Higher Education
Indianapolis, Indiana
03.2014 - 06.2014
- Conducted comprehensive financial audits for clients, ensuring compliance with accounting standards and regulations
- Collaborated with cross-functional teams to gather relevant data and documentation for audits
- Prepared clear and concise audit reports summarizing findings, recommendations, and action plans
- Assisted in the development of audit programs tailored to specific client needs
Customer Service Representative
Xerox
Anderson, IN
06.2013 - 12.2013
- Gathers information, researches, resolves inquiries, and logs customer calls.
Responds to telephone inquiries and complaints using standard scripts and procedures. - Resolved customer inquiries promptly using internal systems and databases.
- Educated customers on product features and troubleshooting techniques.
- Managed customer accounts and maintained accurate records of interactions.
- Handled escalations professionally, ensuring customer satisfaction and resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Guest Relations
Children's Museum Of Indianapolis
Indianapolis, Indiana
05.2013 - 07.2013
- Meeting and greeting customers
- Provided exceptional customer service to guests, ensuring a positive and memorable experience
- Responded promptly and professionally to guest inquiries, concerns, and complaints
- Assisted in the check-in and check-out process, ensuring accuracy in reservations and payments
- Developed strong relationships with repeat guests through personalized communication strategies
- Supported front desk operations during peak periods by assisting with check-ins/check-outs
Tutor/Mentor
Boys and Girls Club
Indianapolis, Indiana
09.2008 - 09.2009
- Mentored young learners, fostering academic confidence and personal growth.
- Assisted students with understanding course material and concepts by providing individualized instruction.
- Monitored up to 30 children and helped the children with their homework.
- Coordinate children's math and science activities.
- Won the quarterly 'Employee Suggestion Award' for 'Most Patient.'
Education
Associate of Applied Science -
Ivy Tech Community College of Indiana
Indianapolis, IN12-2013
Skills
- Diagnosing and addressing customer issues promptly
- Outbound customer support calls
- Troubleshooting and issue mitigation
- Documentation of troubleshooting steps
- Issue escalation and resolution tracking
Customer and vendor communication
CRM/internal systems documentation
Data accuracy, compliance, and confidentiality
Microsoft Word, Excel, and email systems
Certification
Certificate in Computer Applications
Indiana University Purdue University
December 2013
Indiana University Purdue University
December 2013
Timeline
Assistant Director
Adventure Academy Daycare
04.2017 - 12.2025
Material Handler
Geodis Logistics
07.2014 - 04.2016
Final Gate Auditor
McGraw-Hill Higher Education
03.2014 - 06.2014
Customer Service Representative
Xerox
06.2013 - 12.2013
Guest Relations
Children's Museum Of Indianapolis
05.2013 - 07.2013
Tutor/Mentor
Boys and Girls Club
09.2008 - 09.2009
Associate of Applied Science -
Ivy Tech Community College of Indiana