Tierra Smith
Houston,TX
Summary
A hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Support Representative position. Ready to help team achieve company goals. Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
Sitel
06.2022 - 04.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Responded to customer calls and emails to answer questions about products and services.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed and implemented preventive maintenance procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Support Specialist
Maximus Federal Services
06.2021 - 11.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved accounting, service and delivery concerns.
- Updated account information to maintain customer records.
Medical Assistant Extern
Promenade Healthcare
11.2020 - 02.2021
- Maintained clean and safe clinic environment to prevent injuries.
- Taught patients about medications, procedures, and care plan instructions.
- Measured patient spirometry.
- Collected and documented patient medical information such as blood pressure and weight.
- Participated in rounds and team meetings to observe medical decision-making and learn.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Measured patient pulse oximetry.
- Sought feedback and guidance from supervisors to continuously improve performance.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Prepared lab specimens for diagnostic evaluation.
- Communicated with patients and families to answer questions and provide reassurance.
- Prepared exam and treatment rooms for patient visits, availing all necessary supplies and equipment.
- Welcomed patients and inquired about wellbeing since last treatment.
- Provided patient education to improve understanding and self-care.
- Scheduled appointments and tests to coordinate patient care.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared, administered and documented medications under direction of licensed medical provider.
Home Health Care Provider
Silver Springs Home Health Care
03.2019 - 03.2020
- Scheduled and coordinated medical appointments.
- Administered medication as directed by physician.
- Documented vital statistics and coordinated with health care providers.
- Monitored progress and documented patient health status changes to keep care team updated.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Supported families through difficult times by offering emotional support and education on important care tasks.
- Administered medications in accordance with doctor's instructions.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Followed nutritional plans to prepare optimal meals.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
- Assisted disabled clients to support independence and well-being.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
Lead Cashier
99 Cent Only Store
09.2018 - 03.2019
- Processed both cash and card purchases and returns.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Utilized creativity and persuasive techniques to upsell and cross-sell products to customers.
- Assisted customers by answering questions and fulfilling requests.
- Led cashiers and associates in providing thoughtful customer service.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
- Helped customers complete purchases, locate items, and join reward programs.
- Checked merchandise multiple times during each shift and restocked products when stock ran low.
- Reconciled daily totals to maintain balanced and compliant ledgers.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Education
Some College (No Degree) - Medical Assisting
Florida Career College
Houston, TXSkills
- Retail Sales Customer Service
- Basic IT Support
- Quality Assurance
- Stocking and Replenishing
- Credit Card Payment Processing
- Customer Service Excellence
- Customer Relations
- Payment Processing
- Active Listening
- Refund Processing
- Technical Support
- Store Maintenance
- Problem-Solving Ability
- POS Systems Expertise
- Managing Multiple Tasks
- Organizational Skills
- Customer Service
- Sales Support
- Call Center Operations
- Typing Proficiency
- Documentation
- Call Control
- Upselling Products and Services
- Product Selection
- Credit Card Transaction Processing
- Support End-Users
- Customer Communication and Empathy
Websites
CPR Certified, Patient Care, Venipuncture Certified
CPR Certified/ AED - Nov. 2020 to Nov. 2022
Timeline
Customer Support Specialist
Sitel
06.2022 - 04.2023
Customer Support Specialist
Maximus Federal Services
06.2021 - 11.2021
Medical Assistant Extern
Promenade Healthcare
11.2020 - 02.2021
Home Health Care Provider
Silver Springs Home Health Care
03.2019 - 03.2020
Lead Cashier
99 Cent Only Store
09.2018 - 03.2019
Some College (No Degree) - Medical Assisting
Florida Career College
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