Graphic Designer and Customer Service Specialist

TIARA HOLLINS

@ 662-***-****

@ *************@*****.***

*** ***** ****, ********* ** 38753

SUMMARY

Dedicated and customer-focused professional with extensive experience in managing high-volume call centers

and providing exceptional support through phone, email, and chat. Proven ability to handle diverse customer

inquiries, efficiently resolve issues, and maintain high levels of customer satisfaction. Known for strong

problem-solving skills, effective communication, and a positive, empathetic attitude. Seeking to join Mudflapas

a Customer Support Specialist to leverage expertise in customer service to drive outstanding client satisfaction

EDUCATION

Gentry High School

2020-2024

_ SKILLS

+ Excellent Written and Verbal Communication « Attention to Detail - Prioritization - Integrity

Empathy « Active

+ Listening - Problem-Solving - Patience - Time Management - Multitasking - Conflict

Resolution - Adaptability

+ Teamwork - Positive Attitude - Flexibility «Interpersonal Sills - Customer Relationship

Management (CRM) +

+ Telephone Etiquette - Product Knowledge - Fast-Paced - High Volume - Customer Service

Excellence «Inquiry

+ Resolution « Insurance Product Knowledge - Effective Communication « Data Entry Precision

Empathy and

+ Patience - Compliance and Regulations - Process Optimization « Client Education - Detaled

Record-Keeping - Team

+ Collaboration - CRM Systems Proficiency « Excellent Written and Verbal Communication

Attention to Detail

+ Prioritization «Integrity - Empathy - Active Listening - Problem-Solving - Patience - Time

Management - Multitasking

+ + Conflict Resolution - Adaptability - Teamwork + Positive Attitude « Flexibility - Interpersonal

Skills Customer

+ Relationship Management (CRM) - Telephone Etiquette - Product Knowledge - Fast-Paced

High Volume

+ Customer Service Excellence « Inquiry Resolution - Insurance Product Knowledge «Effective

Communication - Date

« Entry Precision - Empathy and Patience - Zendesk Technical Troubleshooting Process

Improvement Customer

+ Relationship Management Cross-Functional Collaboration High Volume Call Handling

Problem Resolution

+ Product Expertise Multitasking Effective Communication Customer Feedback Analysis

Operational Etticiency

+ [Remote Work Proficiency Knowledge Base Management Self-Motivated «

Communication

CERTIFICATIONS

«+ CPR CERTIFICATION

EXPERIENCES

2024-2025 FRESHWATER FARMS

DSI

+ RUNNING AUTOMATED SYSTEMS FOR CUTTING, PORTIONING, OR

WELDING.

+ MONITORING OUTPUT FOR ACCURACY IN WEIGHT, SHAPE, AND

THICKNESS.

+ CONFIGURING MACHINES FOR DIFFERENT PRODUCTS.

2023-2025 DOLLAR GENERAL DISTRIBUTION CENTER

CUSTOMER SUPPORT REPRESENTATIVE

HANDLED OVER 100 INBOUND SUPPORT REQUESTS DAILY,

MAINTAINING A 90% FIRST-CALL RESOLUTION RATE BY EFFECTIVELY

TROUBLESHOOTING AND RESOLVING TECHNICAL ISSUES.

- IMPLEMENTED A NEW KNOWLEDGE BASE SYSTEM, REDUCING

AVERAGE CALL HANDLING TIME BY 25% AND IMPROVING THE SELF-

SERVICE RATE BY 30%.- COORDINATED WITH THE PRODUCT

DEVELOPMENT TEAM TO IMPROVE THE USER EXPERIENCE BASED ON

CUSTOMER FEEDBACK, LEADING TO A 12% INCREASE IN USER

SATISFACTION

+ PARTICIPATED INCROSS-DEPARTMENTAL PROCESS IMPROVEMENT

INITIATIVES, CONTRIBUTING TO A 10% INCREASE IN OVERALL

OPERATIONAL EFFICIENCY.

+» MANAGED THE TRAINING AND ONBOARDING OF NEW SUPPORT

AGENTS, ENSURING A CONSISTENT LEVEL OF SERVICE QUALITY

ACROSS THE TEAM.

« RESOLVED 150+ CUSTOMER QUERIES DAILY THROUGH PHONE, EMAIL,

AND CHAT, ACHIEVING A 92% CUSTOMER SATISFACTION SCORE.

. DEVELOPED A DEEP UNDERSTANDING OF THE PLATFORM'S

FUNCTIONALITIES, ENABLING EFFICIENT RESOLUTION OF CUSTOMER

ISSUES AND A 20% REDUCTION IN TICKET VOLUME.

.» LED A CUSTOMER FEEDBACK INITIATIVE, GATHERING INSIGHTS THAT

INFORMED PRODUCT ENHANCEMENTS AND RESULTED IN A 15%

DECREASE IN CUSTOMER COMPLAINTS.

+ COLLABORATED WITH THE LOGISTICS TEAM TO ADDRESS SHIPPING-

RELATED ISSUES, REDUCING DELIVERY DELAYS BY 18% AND

IMPROVING CUSTOMER EXPERIENCE.

+ PLAYED A KEY ROLE IN ENHANCING THE CRM SYSTEM BY

SUGGESTING IMPROVEMENTS THAT INCREASED DATA ACCURACY AND

STREAMLINED WORKFLOW PROCESSES.

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