Sierra Williams

317-***-**** ad0g06@r.postjobfree.com

CAREER OBJECTIVE:

Dedicated customer service professional with four years of leadership experience seeking to utilize skills of coaching and development as far in my future company as possible .

PROFESSIONAL EXPERIENCE:

Republic Services August 2021 – Current

Premier Advisor (Feb 2022-Current)

-Assists in the development of peer agents by answering team chats to deliver first call resolutions.

-Acts as a back-up for agent inquiries when the Supervisor is away or out of the office.

-Leads team huddles to discuss team metrics and provide team engagement.

-Provides first call resolution to inbound customer inquiries using the Republic Way.

-Consistently meets performance metrics such as adherence, aht, and nps .

-Uses de-escalation techniques such as using softer tones, and telling the customer I’ll do everything in my power to assist to keep rare call transfers to the relationship desk.

Specialist II (Aug 2021-Feb 2022)

-Responsible for the first call resolution of customer billing questions, pickup scheduling, credit application, pricing explanations, payment processing and other account inquiries.

-Efficiently utilizes the Salesforce CRM system, KMT, Maps, and the Billing Console to research information and update customer accounts.

-Handles high level call volumes of over 100 per day to help minimize customer wait times.

CVS February 2020 – October 2021

Pharmacy Technician

-Coached and developed new hires with training for filling scripts, insurance coverage, researching accounts, computer data management, HIPAA, and more.

-Answered around 200 inbound customer calls a day to assist patients with pharmaceutical inquires.

-Filled 2,000 scripts a day to fulfill patient orders in a timely manner.

-Utilized high attention to detail with following strict HIPAA laws and regulations.

Sprint December 2019 – January 2020

Sales Representative

-Sold over 250 cell phone plans and devices per week to exceed sales metrics and goals.

-Guided customers to the right plan specialized for their needs.

-Hosted sales promotional events with partnering companies which led to boost in sales.

McDonalds May 2014 – November 2019

Manager

-Managed up to 20 employees at a time to ensure company performance and customer service standards were being consistently met.

-Responsible for handling employee corrective actions, scheduling, training, and support.

-Achieved financial goals by monitoring profit gain/loss, reporting, and order scheduling.

-Acted as a back-up to the General Manager by overlooking truck orders, employee placement, and paycheck hours.

EDUCATION:

Warren Central High School, High School Diploma

Ivy Technical Institute, Psychology (Continuing Education)