Kiara Hipps-Manuel

Associate's

Cyber Security Systems

Harris County Toll Road Authority

On-Board Coach (Tier III)

- Assists new hires with training and evaluates success as per business needs. Monitored strengths of new hires and recommended them for other departments or customer service - Followed appropriate due process procedures when team rule violations occur - Tier I - Sitel - Las Vegas, Nevada - Investigated and resolved customer concerns related to order inquiries and delivery tracking - Maximized satisfaction by anticipating needs and consistently offering expert support - Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions - Followed up with previously assisted customers to offer additional support and check satisfaction with resolutions - Resolved issues based on thorough investigations of concerns