Cierra Lawson
Metairie
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
13
13
years of professional experience
Work History
Patient Access Representative
LCMC Health
01.2024 - Current
- Managed front desk operations to enhance patient satisfaction and address inquiries promptly.
- Streamlined appointment scheduling, improving patient flow and minimizing wait times.
- Ensured precise record-keeping by updating patient information and verifying insurance coverage.
- Maintained confidentiality of patient information in compliance with HIPAA regulations and office policies.
- Facilitated communication between patients, medical staff, and insurance companies for coordinated care.
- Provided compassionate customer service to create a welcoming atmosphere for patients and families.
- Handled high call volumes, directing inquiries to appropriate departments with professionalism.
- Reduced no-shows by implementing an appointment reminder system via calls or texts.
Contact Center Agent
MTM Transportation
04.2022 - 02.2025
- Helped a large volume of members every day, with a positive attitude and a focus on member satisfaction.
- Adhered to company policies and scripts to consistently achieve call time and quality standards.
- Responded to members' requests for products, services, and company information.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Educated members on company systems, form completion, and access to services.
- Answered over 50 calls per shift to meet fast-paced call center demands.
- Updated databases with new and modified member data.
- Utilized various systems, such as trouble ticketing software, to track member inquiries and resolutions.
Marketing Coordinator
Waitr Inc
04.2020 - 07.2021
- Increased brand awareness among target demographics through social media, print, and email campaigns.
- Responded to general marketing inquiries via email, phone, and mail.
- Created daily social media posts, enhancing corporate presence on Twitter, Facebook, and Instagram.
- Monitored and reported on responses to marketing campaigns for strategic insights.
- Collaborated with product development teams to design and update marketing materials for sales presentations.
- Evaluated customer feedback to guide product improvements and new offerings.
Driver
Waitr Inc
07.2018 - 04.2020
- Defined problems, collected data, and validated conclusions to drive informed decision-making.
- Adhered to quality and service standards, supporting operational goals efficiently.
- Troubleshot minor issues while reporting significant technical problems promptly.
- Provided courteous service to customers, ensuring satisfaction at all times.
- Responded quickly to customer needs, resolving issues effectively.
- Collaborated with coworkers to complete tasks in a timely manner.
- Managed multiple tasks simultaneously while demonstrating adaptability and flexibility.
- Coordinated with product development teams to create marketing materials for sales presentations. Authored engaging marketing copy that drove consumer interest.
Office Assistant
Quality Care Inc
07.2017 - 03.2020
- Greeted guests with professionalism, ensuring a welcoming environment.
- Managed office administration tasks, including paperwork and operational support.
- Answered incoming calls on multi-line system, routing to appropriate personnel.
- Collaborated with manager to enhance specific business operation aspects.
- Delivered messages efficiently to staff for improved communication flow.
- Assisted in all areas of business operations, contributing to team success.
- Facilitated smooth office operations by attending to administrative needs.
- Implemented and maintained payroll systems, ensuring accuracy and timeliness of data.
Cook
Sonic Drive In
10.2014 - 06.2018
- Maximized productivity by preparing cooking supplies and workstations during opening and closing shifts.
- Achieved high accuracy rate while processing multiple orders during peak periods, enhancing customer satisfaction.
- Sanitized cutting boards, benches, and surfaces between tasks to prevent cross-contamination.
- Quickly took food orders from cashiers and cooked items to serve hot and complete orders efficiently.
- Maintained well-stocked stations with necessary supplies and spices to support seamless operations.
- Transitioned smoothly between breakfast and lunch service to ensure continuous service flow.
Ramp Agent
GAT Airline Ground Support
09.2012 - 04.2014
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 10 daily flights.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Transferred luggage from aircraft to collection areas safely using movable equipment.
- Connected electrical power unit and hoses to aircraft.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Cleaned airplanes between flights, sanitized lavatories and seat trays as per company specifications.
Education
Health Information Management, Billing And Coding -
Blue Cliff College
Alexandria, LA02.2022
High School Diploma -
Riverdale High School
Jefferson, LA05.2009
Skills
- Customer service and experience
- Team collaboration
- Analytical thinking and problem solving
- Relationship building
- Computer proficiency
- Statistical analysis
- Verbal and written communication
- Call documentation and scripted calls
- Multi-line phone systems
- Invoice verification
- Training coordination
- HIPAA compliance
- Insurance verification
- Employee training
- Data entry
Additional Information
References Available Upon Request
Timeline
Patient Access Representative
LCMC Health
01.2024 - Current
Contact Center Agent
MTM Transportation
04.2022 - 02.2025
Marketing Coordinator
Waitr Inc
04.2020 - 07.2021
Driver
Waitr Inc
07.2018 - 04.2020
Office Assistant
Quality Care Inc
07.2017 - 03.2020
Cook
Sonic Drive In
10.2014 - 06.2018
Ramp Agent
GAT Airline Ground Support
09.2012 - 04.2014
Health Information Management, Billing And Coding -
Blue Cliff College
High School Diploma -
Riverdale High School
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