Adina Sims
Tignall,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Consumer Care Representative
Whirlpool Call Center
02.2023 - Current
- Maintained up-to-date knowledge of product and service changes.
- Supported Whirlpool Service Network regarding service dispatch.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
- Worked to meet or exceed sales target by 10%.
Chat Support Agent
Verizon
03.2021 - 01.2023
- Handled two inbound customer chat conversations
- Assisted customers with set up procedures for new smartphones and mobile devices.
- Assisted department with phone support when call center was busy or short-staffed.
- Constantly exceed monthly KPIs by 10% or more
Customer Care Representative
Electrolux Home Products
03.2020 - 03.2021
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to over 85 customer calls daily and solved 90% of their concerns
- Walked customers through online demonstrations to support better understanding of product features.
- Managed timely and effective replacement of damaged or missing products.
Technical Support Representative
Cox Communications
12.2016 - 12.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Diagnosed and troubleshot hardware, software and network issues.
- Verified configurations involving internet connectivity, modems, routers, emails, and customers’ accounts
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Client Retention Specialist
DIRECTV
07.2013 - 12.2016
- Built constructive customer relationships to improve loyalty and recommendations.
- Analyzed customers’ accounts to ensure customers were on best suitable cable package
- Managed over 200 customer calls per day.
- Investigated and resolved customer inquiries and complaints quickly
Education
High School Diploma -
Lincoln County High
Lincolnton05.2003
Skills
- First Call resolution
- Customer Relationship Management
- Inbound Customer Service
- Problem-solving skills
- Technical Support
- Verbal and written communication
- 60 WPM
- Proficient in MS Office
- Attention to detail
- Time Management
- Critical Thinking
Timeline
Consumer Care Representative
Whirlpool Call Center
02.2023 - Current
Chat Support Agent
Verizon
03.2021 - 01.2023
Customer Care Representative
Electrolux Home Products
03.2020 - 03.2021
Technical Support Representative
Cox Communications
12.2016 - 12.2019
Client Retention Specialist
DIRECTV
07.2013 - 12.2016
High School Diploma -
Lincoln County High
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