Sierra McMillian

Customer-focused professional with 8+ years of experience in call center operations, technical support, and high-volume customer service environments. Proven ability to manage inbound and outbound calls, document cases accurately, meet performance metrics, and deliver professional service in fast-paced, contract-driven settings.

Overnight Baker (Part-Time) - The Salty Donut

(2025-07)

• Work in a time-sensitive production environment requiring attention to detail and teamwork.
• Maintain food safety, cleanliness, and operational standards.
• Support daily production goals while meeting customer demand.

Stay-at-Home Parent / Part-Time Employment - Stay-at-Home Parent / Part-Time Employment

(2023-03)

• Took a planned career pause while maintaining professional skills through part-time customer service roles.
• Demonstrated strong reliability, scheduling discipline, and multitasking abilities.

Part-Time Team Member - RaceTrac

• Delivered consistent customer service in a high-volume retail environment.
• Assisted customers, processed transactions, and supported daily operations accurately.

Account Manager - ReedTMS Logistics - Tampa, FL

(2021-07 - 2023-03)

• Managed daily outbound communication with customers, dispatchers, and drivers to ensure on-time delivery.
• Maintained accurate documentation across multiple active accounts simultaneously.
• Worked in a fast-paced, metrics-driven environment requiring strong organization and time management.
• Delivered consistent customer updates while resolving issues quickly and professionally.
• Handled 3 accounts that averaged 3-5M per year in revenue

Tier 2 Technical Support Representative - Verizon Connect - Tampa, FL

(2019-07 - 2021-07)

• Handled 15–20 complex inbound calls per day, providing advanced technical support.
• Diagnosed and resolved hardware and software issues.
• Documented cases thoroughly and escalated issues when required.
• Communicated technical information clearly to non-technical customers.

Service Specialist - Microsoft Bing Advertising - Tampa, FL

(2019-01 - 2019-07)

• Assisted customers with advertising campaign setup and account support.
• Maintained organized account documentation and scheduled callbacks.
• Educated customers on optimization strategies and best practices.

Technical Support Representative / Team Lead - BJ's Wholesale Club (Alorica Call Center) - Tampa, FL

(2016-11 - 2019-01)

• Provided inbound technical and customer support for electronics and online purchases.
• Troubleshot device and website-related issues while meeting call center performance metrics.
• Escalated complex issues to corporate teams and documented cases accurately.
• Promoted to team lead role in January 2018, supporting outbound sales and daily workload delegation.

Associate of Arts Degree - Daytona State College (2012-08 - 2014-05)