Kiara Dozier
Horn Lake,MS
Summary
Friendly and professional customer support specialist with 10 years of experience providing excellent service to clients via email, chat, and phone in fully remote settings. Expertise in troubleshooting, resolving customer inquiries, and maintaining customer satisfaction in a virtual environment. Strong communication skills, empathy, and time management abilities allow me to handle high volumes of customer interactions while working independently.
Overview
12
12
years of professional experience
Work History
Dedicated Expert
T-Mobile
04.2022 - 06.2024
- Heavy call volume call center
- Collaborate with remote teams across different time zones, using Slack and Zoom for communication.
- Had to have the ability to be a self starter and managing time since we were remote.
- Meeting monthly quota (sales)- optional
- Responding to email inquiries within a 4hr timeframe
- Handling multiple requests for our specific group of customers (billing concerns, technical support, creating excel reports).
BUSINESS RETENTION REP
COMCAST
09.2018 - 09.2020
- Trying to avoid our business customers from cancelling services by offering new promotions to save them some money, doing account reviews to see what they qualify for, etc
- Communicate with my team via Zoom and Microsoft Teams.
- If businesses were needing to cancel their account, I would offer alternative options and if they declined, we would make sure they knew the process moving forward to start disconnecting process
- Sending/reviewing contracts out and making sure customers knew what to expect when signing new promotion agreement.
- Prevented escalation of challenging behaviors by utilizing de-escalation techniques and maintaining a calm demeanor.
ORDER MANAGEMENT COOR.
COMCAST
06.2017 - 09.2018
- Assist customers via inbound and outbound calls with the status of their order, questions about initial installation, and rescheduling needs
- Work with cross functional teams; sales, technical support, and field technicians to ensure a seamless new customer onboarding experience
- Reviewing contracts from top to bottom for compliance and to ensure the customer is set up to get what they need.
REPAIR REP (CAE 2)
COMCAST
02.2015 - 06.2017
- Increased client satisfaction by providing exceptional technical support for audiovisual systems.
- Responsible for answering incoming calls regarding technical questions and problem solving related to Comcast products
- Worked to minimize and/or reduce truck rolls by troubleshooting through established policies and processes
- Reviewed customer account details to effectively offer additional Comcast products and services to meet customer needs.
WAREHOUSE/RECEIVING CLERK
MCCANDLESS
09.2014 - 02.2015
- Inputting part numbers in the computer for the Salesman
- Paperwork filing
- Checking Inventory/Shipping Truck Parts via UPS Continued
INTELLISOURCE
FRAUD ANALYSIS, INTELLISOURCE
03.2014 - 08.2014
- Taking Inbound Calls, Making Outbound Calls
- Using Multiple Computer systems
- Handling Identity Theft Cases
TEAM MEMBER
BURGER KING
08.2012 - 02.2014
- Handling Cash
- Assisting Customers with Orders
- Cooking
Education
HS Diploma -
Prairie View High School
Henderson,CO05.2013
Skills
- Remote team collaboration (Slack, Zoom, Microsoft Teams)
- Self-starter
- Cloud-based tools (Google Workspace, Dropbox, etc)
- Attention to Detail
- Multitasking
- Flexible and Adaptable
- Time management and self-motivation
- Customer Relationship Management
- Technical Proficiency
Timeline
Dedicated Expert
T-Mobile
04.2022 - 06.2024
BUSINESS RETENTION REP
COMCAST
09.2018 - 09.2020
ORDER MANAGEMENT COOR.
COMCAST
06.2017 - 09.2018
REPAIR REP (CAE 2)
COMCAST
02.2015 - 06.2017
WAREHOUSE/RECEIVING CLERK
MCCANDLESS
09.2014 - 02.2015
INTELLISOURCE
FRAUD ANALYSIS, INTELLISOURCE
03.2014 - 08.2014
TEAM MEMBER
BURGER KING
08.2012 - 02.2014
HS Diploma -
Prairie View High School
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