Tierra Irvin

**** **** **** ****** #***

Merriam, KS 66204

Cell: 816-***-****

ac0lfb@r.postjobfree.com

Career Snapshot

Ten years of commended performance in key customer service and support roles.

Expert in customer care/communications, problem solving, relationship building and user training and support.

MS Office “power-user” with additional proficiencies in assorted databases.

Assistant writer for quality guidelines for a call center.

Awards

“Top Performer” Award, 2011

Certificate of Completion of Bank Team training

Computer Skills

Word, Excel, PowerPoint, Access, Outlook, Internet, type 60+ WPM

Mission Statement

Strive to find employment that is not only a job, but a career with the opportunity for advancement.

Customer Service & Support Specialist

Offering an award-winning track record of customer care excellence within high-volume environments that include…

Call Centers Online Support Customer Service Desks

Key Skills

World-Class Customer Service

Troubleshooting/ Problem Solving

Up-Selling/Sales Support

Customer Order Fulfillment

Call Monitoring and Grading

Call Center Operations

Technical/User Support

Complaint Handling

Reports & Documentation

Analytical Research

Professional Experience

CERNER CORPORATION – KANSAS CITY, MO

AT&T – KANSAS CITY, MO

H&R BLOCK – KANSAS CITY, MO

H&R BLOCK – KANSAS CITY, MO

H&R BLOCK – KANSAS CITY, MO

ADVANTAGE TECH W/ HR BLOCK Kansas City, MO

TAC Worldwide W/ HR BLOCK – Kansas City, MO

Medical Billing Specialist – Rev – Amb BOS – KC, 2016 – Current

Account Representative – Home Solutions, 2014 – 2016

Sr. Customer Service Representative – Financial Services, 2013 – 2014

Quality Assurance – Performance Analysis, 2013 to 2013

Seasonal TTS Administrative Assistant – OCOE, 2012 to 2013

Customer Service Specialist/Quality Assurance Representative, 2010 to 2012

Customer Service Representative,

2009 to 2010

CONVERGYS Hazelwood, MO

Customer Service Specialist, 2008 to 2009

ADECCO EMPLOYMENT St. Louis, MO

Customer Service Rep, 2007 to 2008

ENCORE RMI. Olathe, KS

Collector, 2005

Provided telephone, online and face-to-face customer service/support within high-volume call centers (handling an average of 95 calls daily during season).

Performance Review Excerpts

“…Tierra Irvin was a part of the One Team (Bank Team) for one and half seasons. She did very well with informing the clients of detailed processes, was very efficient on the phone, and was quick to learn the One Team knowledge. She was a great asset to the One Team and became even more so as a QAR (Quality Assurance Rep) for the One Team. During the brief time that I had her collaboration as a QAR with my agents on their calls, she was very insightful and motivating with agents. She was very diligent with helping them achieve their goals like appreciation statements and 100% QMF’s.…” (2012 Performance Review, Melanie Z. with H&R Block.)

“…She is smart, personable, extremely knowledgeable in her field, and meticulous in everything she does. Tierra has made it her mission to try and encourage, even the most “troubled” agents, to meet their goals. She is constantly looking for new ways to provide the best assistance she can to the agent’s through both coaching’s and small incentives, like praising them in person and small certificates for meeting goals. She has built great relationships with her agents, has been one of the most agreeable people to work, and is definitely a favorite amongst the team…” (2012 Performance Review, Guadalupe H. with H&R Block.)

Education

Lincoln University – Business Management Degree

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