Cierra James
Jeffersonville
Overview
6
6
years of professional experience
Work History
Tier 2 Customer Service Representative
Resideo
Louisville, KY
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
Louisville, KY
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
Louisville, KY
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