Kierra McGee

My name is Kierra, and I have experience in customer service and caregiving. I’ve worked with the public for almost 20 years. I started in retail and went to school for medical assistant. I graduated and worked in a doctor’s office. After working in an office, I started working with people with developmental disabilities as a support staff for about 12 years. I worked customer service in a call center environment for around 8 years. I’m very passionate about working with people and doing anything I can to assist with their issues. I work well on a computer and also hands on with a client.

CSR - Customer Service Representative

Spectrum-Bridgeton, MO June 2020 to Oct 2024

Work alongside with customers by walking them through the installation process, instructing them on how to operate the technology, and resolving any compatibility issues.

• Provide troubleshooting over the phone for company products with the help of advanced diagnostic tools to help address technical inquiries

• Provide empathy while asking probing questions to get to the root of the issue by acknowledging the issue, responding, and moving forward

• Take payments and explain any misunderstandings on a bill while also placing orders to add or downgrade services

• Multitask by using several programs during one interaction

• Keep data of customer interchange or transactions, recording details of questions, complaints, or comments, as well as actions taken.

Medical Personal Assistant

Heaven Sent-Saint Charles, MO November 2015 to June 2020

Built a personal relationship with my client so far that he trusted me to get the job done.

• Follow staff schedules, as assigned, in accordance with staffing patterns and budgets

• Complete accurate and relevant log notes that address individuals' personal outcomes

• Provide personal assistance in hygiene, toileting, bathing, eating and other activities of daily living as each individual needs it or as outlined in the individual ISP's

• Ensure that all individuals always have the appropriate household and adaptive equipment available for use and are in good working order

• Transport individuals in company vehicle as required to any location the consumer wants to go

 Customer Service Agent

Convergys - Arnold, MO May 2016 to December 2019

Use probing techniques to determine customer needs, perform in-depth research to resolve customer issues, and make offers to retain the customer's business

• Listen attentively to customer’s needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customer

• Prepare complete and accurate work including appropriately notating accounts as required

• Answer billing questions by talking through components of customer accounts

Behavior Support Instructor/Community Living Specialist

Easter Seals Midwest-St. Louis, MO June 2011 to September 2015

Responsible for performing some of the services, which help clients with their economic, emotional, social or environmental, needs as part of their plan of care. Duties also include performance of a variety of clerical, financial and related office tasks.

• Aid with everyone’s daily activities, including meal preparation and planning, medication administration, personal care, and community involvement

• Help clients who live independently continue to learn and grow by meeting with them a few hours each week and set goals. Works cooperatively to provide consistent, quality programming and addresses the physical, health and behavioral needs of clients

• Document detailed behavioral data throughout shift and complete reports, service documentation and other required paperwork in an accurate and timely manner.

• Responsible for providing direct care to individuals and support as outlined in a daily schedule which include hygiene, bathing, giving medications, meal planning, and other activities.

Sanford Brown- Fenton Medical Assistant March 2009- October 2010