Adina Sims
Tignall,GA
Summary
Results-driven customer service and technical support professional with extensive experience in managing high-volume calls, troubleshooting technical issues, and providing exceptional customer service. Proficient in multitasking and detail-oriented, adept at managing multiple systems simultaneously. Skilled in resolving complex technical issues, ensuring customer satisfaction, and maintaining professionalism in fast-paced environments. Eager to contribute skills to a dynamic team while efficiently helping customers resolve inquiries in a timely manner.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Premium Retail Services
Hartwell, GA
10.2023 - Current
- Managed 80+ customer interactions daily via phone, email, and chat, ensuring quick resolutions to customer inquiries and product-related issues.
- Increased customer retention by providing empathetic issue resolution and clear product recommendations.
- Identified upsell opportunities, contributing to an increase in sales revenue and customer satisfaction.
- Resolved complex customer service issues, maintaining high satisfaction rates through effective communication.
Medical Billing Representative
Allegheny Health Network
Remote
03.2022 - 10.2023
- Assisted customers in navigating billing statements and resolving insurance coverage issues, reducing disputes by 20%.
- Collaborated with insurance companies to resolve claims issues, lowering unpaid claims by 15%.
- Educated patients on insurance benefits and medical bills, improving transparency and customer satisfaction.
- Utilized Epic EMR for accurate patient information documentation and claim processing.
Retention Customer Service Representative
Verizon
Remote
02.2020 - 12.2021
- Managed inbound calls to prevent account cancellations, boosting retention rates by 10%.
- Achieved a 95% customer satisfaction rate by resolving billing inquiries and service issues promptly.
- Conducted follow-up calls to ensure customer issues were resolved, fostering customer loyalty and long-term relationships.
- Provided clear, accurate solutions to customer inquiries while maintaining a professional demeanor.
Technical Support Representative
Cox Communications
Augusta, GA
12.2016 - 12.2019
- Resolved technical issues for customers, achieving a 90% first-call resolution rate and ensuring customer satisfaction.
- Handled high-volume inbound calls, troubleshooting issues related to internet, cable, and phone services.
- Collaborated with technicians to resolve complex service calls and address technical problems efficiently.
- Delivered step-by-step troubleshooting guidance, ensuring customers could resolve issues quickly and effectively.
Education
High School Diploma -
Lincoln County High School
Tignall, GA05.2003
Skills
- Customer Service & Support
- Technical Troubleshooting
- Multitasking
- Data Entry
- Communication
- Software Proficiency
- Typing Speed 55 WPM
- Active listening
- Adaptability
- Product troubleshooting
- Experience with CRM systems
Timeline
Customer Service Representative
Premium Retail Services
10.2023 - Current
Medical Billing Representative
Allegheny Health Network
03.2022 - 10.2023
Retention Customer Service Representative
Verizon
02.2020 - 12.2021
Technical Support Representative
Cox Communications
12.2016 - 12.2019
High School Diploma -
Lincoln County High School