Tierra Ward
Houston,TX
Summary
Detail-oriented and proactive professional with 4 years of experience in customer service, banking, and document processing. Demonstrated ability to enhance client satisfaction through effective problem resolution and clear communication. Skilled in managing and organizing complex documentation to ensure accuracy and compliance. Proficient in leveraging technical expertise in banking systems and office software to streamline operations and improve efficiency. Strong organizational and time-management abilities, with a commitment to maintaining confidentiality and delivering exceptional service.
Overview
6
6
years of professional experience
Work History
Document Processor
K12 Schools (Randstad)
Houston, TX
08.2024 - Current
- Conducted thorough quality checks on completed documents, maintaining an exceptional level of accuracy and attention to detail.
- Maintained strict confidentiality when handling sensitive information, adhering to company policies and regulations at all times.
- Accurately processed a high volume of documents within strict deadlines, ensuring timely delivery to clients.
- Maintained confidentiality of sensitive information pertaining to students'' academic records and personal matters.
- Regularly updated student contact information in the database system allowing for efficient communication with families.
- Contributed to student enrollment growth by accurately processing registration documents and verifying information.
- Expedited document processing times through proficient use of various office equipment such as copiers, scanners, and fax machines.
- Reviewed files, records and other documents to obtain information to respond to requests.
Technical Customer Support Specialist
U.S. Bank
Houston
10.2021 - 05.2024
- Provided technical support to customers over the phone and via email, troubleshooting hardware and software issues
- Performed remote troubleshooting through diagnostic techniques and pertinent questions
- Utilized ticketing systems to track customer inquiries and document progress towards resolution
- Developed strong customer service skills, including active listening, problem solving, conflict resolution and root cause analysis
- Researched new technologies and methods for providing improved technical support services
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration
- Managed and maintained network security systems
- Configured and tested new hardware and software
- Collaborated with other departments to ensure customer satisfaction was met quickly and accurately
- Monitored performance metrics such as response times, call duration, issue resolution rates.
Fraud Operations Specialist
Teletech At Home
Houston
10.2020 - 09.2021
- Investigated disputes between customers and merchants related to unauthorized payments or charges
- Identified trends in fraudulent activities and reported findings to senior management
- Responded promptly to customer inquiries regarding suspected fraudulent activities
- Trained others in fraud detection and prevention techniques
- Analyzed financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures
- Created and maintained logs, records, and databases of information about fraudulent activity.
Personal Caregiver
Eulla Douglas
Houston
03.2020 - 08.2020
- Provided personal care services to clients in a compassionate and professional manner
- Assisted clients with daily activities such as bathing, dressing, and grooming
- Monitored clients' health status and reported any changes to healthcare professionals
- Maintained a clean and safe environment for clients
- Developed strong relationships with clients and their families to ensure their comfort and well-being
- Implemented innovative care techniques to enhance the quality of life for clients
- Initiated engaging activities and routines to promote mental stimulation and social interaction for clients, enhancing their overall well-being and quality of life.
Administrative Assistant
Republic Parking System Inc.
TX
11.2018 - 03.2019
- Managed files and filing, keeping sensitive information confidential
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner
- Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint
- Maintained calendars and schedules to set appointments for management team
- Screened incoming telephone calls, routing to appropriate personnel.
Education
Associate of Science in Mechanical Engineering -
Houston Community College
Houston, TX05.2019
Skills
- Problem Solving
- Technical Support
- Fraud Prevention
- Conflict Resolution
- Problem Identification
- Regulatory Compliance Procedures
- Team Collaboration
- Customer Support
- Remote Troubleshooting
- Administrative abilities
- Filing systems
- Student Registration
- Attention to Detail
- Microsoft Office
- Data Entry
- Document Review
Timeline
Document Processor
K12 Schools (Randstad)
08.2024 - Current
Technical Customer Support Specialist
U.S. Bank
10.2021 - 05.2024
Fraud Operations Specialist
Teletech At Home
10.2020 - 09.2021
Personal Caregiver
Eulla Douglas
03.2020 - 08.2020
Administrative Assistant
Republic Parking System Inc.
11.2018 - 03.2019
Associate of Science in Mechanical Engineering -
Houston Community College