Kierra S.

Cephas
Professional Experience:
2011 to Present M&T Bank, Customer Service Specialist
Provide current rates, detailed product information, balances and other pertinent data regarding
existing customer accounts
Provide customers with close out information relating to installment loans and credit card
accounts
Maintain accounts, completing the appropriate paperwork, stopping payments, processing
account freezes and transfers of funds.
Service accounts by arranging direct deposits and automatic payment deductions at customers'
requests
Assist customers by clarifying account problems, charges, and inquiries.
Cross-sell bank products via telephone and fulfill mail requests in order to encourage account
openings
Ability to handle difficult and complex calls, working with various departments and business
partners towards resolution for the customer.
Ability to handle escalated calls and diffuse irate callers while turning challenging situations
into a positive customer experience.
2007 to 2011 Applebees, Hostess/Carside To-Go
Opens door for guests arriving and departing
Accommodates any special needs of guests, i.e., boosters, highchairs, disabilities
Manages the Wait List when the restaurant is full
Provides guest assistance to servers as needed
Relays orders to the kitchen via the point-of-sale computerized register system
Participates in the clearing and resetting of dining room tables
Maintains a clean and organized work area and completes cleaning as assigned
Answer the telephone in a positive manner with the consistent pre-determined greeting; take To
Go orders using suggestive selling techniques, fill out the order form clearly and in detail & enter
the order accurately into the POS system
Greet guests in a timely manner and deliver the order after performing a quality check on the
food/drinks
Ensure to-go orders are processed in a timely fashion and only quality food is delivered
Expedite and Package to-go orders; perform pre-prep associated with to-go
Education:

2014-2015
Services
2012-2013
2008-2011

Wilmington University

M.S.-Administration of Human

Wilmington University
University of Delaware

B.S.-Behavioral Science
A.A.-General Studies

2004-2008

Woodbridge High

Diploma

Achievements:
Bachelor of Science DegreeDeans List
High School:
Class Rank: 11/91
Cumulative GPA: 4.0
National Spanish Honor Society
Whos Who Among American High School Students
Volunteer Work:

2013-Current Founder and Director of Youth Choir at Full Gospel Church of God