Overview
Work History
Education
Skills
Timeline
Generic

Cierra James

Jeffersonville

Overview

6
6
years of professional experience

Work History

Tier 2 Customer Service Representative

Resideo
06.2023 - Current
  • Resolved customer inquiries via phone and chat, ensuring timely and accurate support.
  • Assisted customers with product setup, troubleshooting, and technical issues to enhance satisfaction.
  • Documented customer interactions in CRM system for effective follow-up and issue tracking.
  • Salesforce (emails, creating and completing cases, note taking, merging cases)
  • Collaborated with cross-functional teams to address escalated concerns and improve service quality.

Tier 2 Technical Support Representative

Clearent Xplor
07.2022 - Current
  • Troubleshot complex technical issues for customers across various platforms.
  • Collaborated with cross-functional teams to resolve product-related inquiries effectively.
  • Documented customer interactions and solutions in ticketing system to enhance knowledge base.
  • Provided training and support to junior team
  • members on troubleshooting procedures.
  • Salesforce (emails, creating and completing cases, note taking, merging cases)

Customer Service Representative

On Point Warranty
05.2020 - 06.2022
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume call center operations, maintaining service levels and customer satisfaction.
  • Trained new team members on protocols and software systems to enhance efficiency.
  • Developed and implemented process improvements that reduced response times and increased accuracy.

Education

High School Diploma -

Eminence High School
2010

Skills

    Salesforce

    Data entry

    Troubleshooting

    Call center

    Active listening

    Technical support

    Customer support

Timeline

Tier 2 Customer Service Representative

Resideo
06.2023 - Current

Tier 2 Technical Support Representative

Clearent Xplor
07.2022 - Current

Customer Service Representative

On Point Warranty
05.2020 - 06.2022

High School Diploma -

Eminence High School
Cierra James