Summary
Overview
Work History
Education
Skills
Languages
Timeline
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SIERRAH HENDERSON

Wilkes-Barre

Summary

  • Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.


  • Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level I.T. position. Ready to help team achieve company goals.


  • Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.


  • Experienced with team leadership and project management. Utilizes strategic planning to achieve organizational objectives. Track record of fostering collaboration and resolving conflicts effectively.

Overview

9
9
years of professional experience

Work History

CLIENT SERVICES REPRESENTATIVE - CREDIT CARD FRAUD

Bank of America
04.2021 - Current
  • Servicing incoming calls for clients with active home equity lines of credit and mortgages
  • Job duties consist of payment processing, document review, and answering general mortgage inquiries
  • Delivered exceptional customer service by actively listening to concerns and promptly addressing them.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Developed customized solutions for clients, addressing their unique requirements and preferences.
  • Protected sensitive customer information by maintaining strict confidentiality during investigations and adhering to all applicable privacy regulations.
  • Evaluated customer data to identify and prevent fraudulent activities.

CUSTOMER SERVICE REPRESENTATIVE

RCN
01.2016 - 01.2019
  • Answering incoming sales calls and providing information about company products and scheduling installation of cable, internet, and phone services
  • Provided technical support via phone for cable, phone and internet services
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed high levels of call flow and responded to technical support needs.
  • Responded to customer concerns and questions on daily basis.

Education

Associate of Science (AS) - Computer Science

Luzerne County Community College
Nanticoke, PA
12-2024

Criminal Justice (AS) -

Fortis Institute
01.2012

Highschool Diploma -

Wyoming Area Secondary Center
01.2008

Skills

  • Strong knowledge of computer programs
  • Excellent communication skills
  • Attention to detail
  • Ability to collaborate effectively
  • Management Information Systems
  • PC Operating Systems
  • Java Programming
  • Database Analysis
  • System Analysis
  • Strong empathy
  • Technology Understanding
  • Knowledge of C
  • C programming knowledge
  • SQL server database
  • Familiarity with PHP
  • PHP programming
  • Windows OS proficiency
  • Microsoft windows
  • iOS

Languages

English
Full Professional
Spanish
Limited Working

Timeline

CLIENT SERVICES REPRESENTATIVE - CREDIT CARD FRAUD

Bank of America
04.2021 - Current

CUSTOMER SERVICE REPRESENTATIVE

RCN
01.2016 - 01.2019

Associate of Science (AS) - Computer Science

Luzerne County Community College

Criminal Justice (AS) -

Fortis Institute

Highschool Diploma -

Wyoming Area Secondary Center

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SIERRAH HENDERSON