Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tierra Rowe

Montgomery

Summary

I am a dedicated customer service and technical support professional with over two years of experience in resolving complex customer inquiries and technical issues. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Skilled in software diagnosis and adept at maintaining calm under pressure, consistently achieving high performance metrics. Committed to building strong relationships by providing personalized assistance tailored to individual needs.

Overview

6
6
years of professional experience

Work History

Technical Support Advisor

Kelly Services (Temp)
08.2024 - 08.2025
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Performed system updates for operating systems, software applications, security patches.
  • Followed up with customers after resolving their inquiries to ensure satisfaction.
  • Educated customers on product features and usage instructions.
  • Ensured that all customer complaints were addressed in a timely manner.
  • Conducted diagnostic testing to identify software or hardware issues and provided appropriate solutions.
  • Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.

Health Insurance Agent

TTEC Global Solutions
09.2022 - 05.2024
  • Provided excellent customer service by responding promptly to telephone calls, emails, and other requests for information.
  • Assisted customers in understanding their health insurance policies and options, providing professional advice tailored to individual needs.
  • Maintained up-to-date knowledge of the health insurance industry, including applicable laws and regulations.
  • Processed paperwork related to policy changes, cancellations, claims payments, and new enrollments accurately and efficiently.
  • Conducted outbound calls to existing customers to offer annual policy renewal.

Customer Service Representative

VXI Global Solutions LLC
03.2019 - 02.2022
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong relationships with customers by providing personalized assistance and support
  • Assisted customers with product selection, ordering, returns, and exchanges.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

High School Diploma - General Studies

Sidney Lanier High School
Montgomery, Alabama

Skills

  • Quality Assurance Controls
  • Verbal and written communication
  • Documentation and reporting
  • Persuasion Techniques
  • Software Diagnosis
  • Scripted Responses
  • Logging Call Information
  • Problem Solving Skills
  • Answering Questions
  • Goals and performances
  • Communication
  • Multi-tasking
  • Professional Telephone Voice
  • Inbound and Outbound Calling
  • Product Knowledge
  • Active Listening
  • Positive and professional
  • Researching

Timeline

Technical Support Advisor

Kelly Services (Temp)
08.2024 - 08.2025

Health Insurance Agent

TTEC Global Solutions
09.2022 - 05.2024

Customer Service Representative

VXI Global Solutions LLC
03.2019 - 02.2022

High School Diploma - General Studies

Sidney Lanier High School

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Tierra Rowe