AIME SIMMONS
Sylmar,CA
Summary
Enthusiastic and Knowledgeable Customer Service Representative with proven track record of exceeding client expectations. Looking to implement exceptional communication, sales, technical support and organizational skills as a Apple Home Care Representative.
Overview
12
12
years of professional experience
Work History
Chat Support Representative
American Electric Power
05.2015 - 02.2023
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.Properly directed inbound chats queues to improve call flow.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Trained new team members on live chat procedures and customer service protocols.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
Customer Advocate
Adia
07.2011 - 06.2015
- Office of the CEO and President
- Achieved proper compliance and accurate executive level reporting.
- Maintain confidentiality.
- Handled government and regulatory communications.
- Updated and maintained several databases
- Conflict Resolution
Customer Care Representative
Urban Lending Solutions
10.2010 - 07.2011
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified time frames.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Education
High School Diploma -
Alexander Hamilton Senior High School
Los Angeles, CA06.2006
Skills
- Live Chat Software: Live Person
- Multi-tasking
- Active listening skills
- Accomplished with mobile devices
- Troubleshooting proficiency
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Phone and Chat Skills
- Time Management
- Telecommunication skills
- Exceptional telephone etiquette
- MS Office proficiency
Accomplishments
Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of businessSales
- Consistently generated additional revenue through skilled sales techniques.
- Managed chat flow with up to 3 consecutive chats in queue.
Skills
- Live Chat Software: Live Person
- Type 80 WPM
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
- Time Management
Timeline
Chat Support Representative
American Electric Power
05.2015 - 02.2023
Customer Advocate
Adia
07.2011 - 06.2015
Customer Care Representative
Urban Lending Solutions
10.2010 - 07.2011
High School Diploma -
Alexander Hamilton Senior High School