Customer Service Leader with 10+ Years of Experience
Resume:
Sierra Holbert
Providing exceptional Customer Service for over a decade!
Euless, TX 76039
***********@*****.***
Professional Summary
Customer-focused professional with over a decade of exceptional experience in customer service and team leadership. Proven ability to build strong client relationships, resolve complex issues, and lead teams to exceed performance goals. Known for professionalism, adaptability, and a results-driven approach, with a consistent record of delivering high quality service while supporting organizational objectives.
Currently seeking a customer service or leadership focused position where I can leverage over ten years of experience in customer relations and team leadership to contribute to organizational success while continuing to grow professionally.
Willing to relocate to: Irving, TX
Authorized to work in the US for any employer
Work Experience
Concierge Supervisor
Mink’s Glamour Studio-Fort Worth, TX
December 2024 to Present
• Scheduled and coordinated client appointments, ensuring efficient calendar management and timely service delivery
• Managed appointment scheduling and client communications, ensuring an organized salon flow.
• Generated and sent invoices, including processing deposits to secure bookings and maintain accurate financial records
• Conducted virtual and in person client consultations to assess needs to recommend customized solutions and create service plans.
• Managed written communication by drafting and responding to emails, including verification of insurance information and documentation
• Resolved client concerns by de-escalating issues, identifying root causes, and implementing effective solutions to maintain customer satisfaction
• Tracked inventory levels and placed orders for custom hair units to ensure availability and meet client demand
• Served as front-line supervisor, providing support, guidance, and issue resolution for team members and clients
Front Line Supervisor of Fraud Specialist II
Genpact LLC-Richardson, TX
November 2019 to August 2024
• Assist customers with unauthorized transactions, securing account, and completing disputes as needed.
• Assist customer with Credit Limit Increases inquiries, updating account information,
• Ensures a smooth, secure, compliant, and timely payment flow for our clients and the firm. Develops best-in-class payment capabilities and provides expertise in payment rails like domestic or international wire transfers, automated clearing house “ACH,” credit card networks, checks, and other payment methods.
• Research and remain current on the latest industry fraud trends, emerging fraud risks within business drivers, regulatory and/or industry changes and recommend tools, services and practices for improvement
• Use a data-driven approach to understand fraud risk and recommend effective identity theft and transaction fraud controls
General Manager
Family Dollar-Kerens, TX
April 2012 to October 2019
• Promoted from Assistant Manager to General Manager within seven months based on strong performance, leadership ability, and operational excellence
• Selected to open and lead a new store location (Kerens, TX), overseeing setup, staffing, and daily operations
• Directed all daily store operations, ensuring compliance with company policies, procedures, and performance standards
• Performed opening and closing duties, including counting cash registers, securing cash deposits, setting/disarming alarms, and completing required documentation
• Managed cash handling, daily sales reconciliation, and maintained accurate financial records, including profit and loss tracking
• Oversaw inventory management, including tracking stock levels, scheduling inventory counts, processing deliveries, and coordinating with third-party vendors
• Scheduled and coordinated deliveries and inventory audits to ensure timely restocking and minimal operational disruption
• Recruited, interviewed, hired, trained, and supervised store staff, fostering a productive and customer- focused team environment
• Created and managed employee schedules to ensure adequate staffing while controlling labor costs
• Provided front-line leadership by coaching, motivating, and supporting staff to meet performance and customer service expectations
• Assisted with cashier duties during staffing shortages to maintain service efficiency and customer satisfaction
• Maintained store organization, cleanliness, and visual standards, including housekeeping duties and shelf organization
• Designed and executed seasonal, holiday, and promotional displays to drive sales and enhance customer experience
• Completed loss prevention paperwork, monitored shrink, and enforced safety and security procedures
• Ensured compliance with loss prevention, safety regulations, and company operational guidelines
• Handled customer escalations professionally, resolving issues to maintain brand reputation and customer loyalty
• Prepared and submitted required operational, financial, and compliance reports to district management Education
Business Ethics (Associate's degree)
Navarro College-Corsicana, TX
January 2010 to December 2012
Diploma
James Bowie High School-Arlington, TX
September 2005 to June 2009
Skills
• Communication skills
• Working in the beauty industry
• Client interaction via phone calls
• Senior leadership
• Attention to detail
• Operations management
• Appointment scheduling
• Writing skills
• Phone inquiries
• CSR
• Organizational skills
• Customer Service
• Zoom
• Multi-line phone systems
• Customer Care
• Account management
• Clean workspace maintenance
• Cosmetology
• Inventory tracking
• Google Docs
• Technical Proficiency
• Typing
• Customer success strategy
• Management
• Dispatching
• Maintaining an organized workspace
• Call Center
• Salon software
• Phone communication
Certifications and Licenses
Cosmetology License
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