Angel Simpson
Customer Service Professional
Fairfield,IL
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices with knowledge of service delivery and proven multitasking abilities. Excellent people skills, and the ability to learn, adapt, and make sound decisions.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
Advantage Credit, Inc
08.2021 - 03.2022
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Built positive relationships with customers by providing exceptional customer service.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Provided timely feedback to management regarding customer inquiries and issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
School Office Assistant
Immanuel Lutheran School
08.2019 - 06.2020
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained daily attendance record of students in school.
- Organized and managed school records, student documentation and administrative communications.
- Answered and responded to student and parent inquiries regarding academics, field trips, afterschool activities and school events.
- Implemented strategies to increase student recruiting, engagement and retention..
- Improved policies and procedures to maximize student safety and campus security.
- Spearheaded technology initiatives to support student learning and academic excellence.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Utilized office management software to record and track customer information.
- Processed incoming and outgoing mail and packages according to established procedures.
- Compiled and analyzed data to produce reports.
- Supported staff on special assignments and ad hoc projects.
Senior Research Analyst
Scott Favre Public Adjuster
05.2018 - 07.2019
- Analyzed large volume of data to identify patterns, trends and correlations.
- Prepared detailed reports summarizing research findings and recommendations for further action.
- Interpreted data and made recommendations from findings.
- Internet-based research of records from USGS, USACE, news, print media, and social media.
- Recruited experts to assist in building cases for clients.
- Developed and maintained research partnerships to expand knowledge and access to information.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Established and managed relationships with external data providers and research vendors.
Customer Service Representative III
Kroll Factual Data
05.2011 - 09.2013
- Data processor for Third Party Verification department.
- Processed requests to the IRS for various types of tax return transcripts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Administrative Assistant
Pleasant Hill Publishing
12.2004 - 04.2011
- Handled Phone duties, emails, public relations.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Collaborated with Printers, Proofreaders, and graphic artists.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Performed monthly financial reporting and recorded payments to keep accounting system updated.
Lead Teller/ Vault Teller/Personal Banker
Wells Fargo Bank
08.2001 - 11.2004
- Responsible for training, scheduling, and auditing staff of 25 tellers.
- Tasked with opening and closing of branch.
- Proficient in cash handling and settlement of cash vault.
- Cultivated strong customer relationships by providing tailored advice and services.
- Maintained in-depth product and service knowledge for well-informed customer advice.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Executed wire transfers, stop payments and account transfers.
- Referred customers to other banking departments for specialized services.
- Trained new hires on customer service policies and procedures.
- Processed applications for new accounts.
- Trained in fraud prevention.
- Maintained personal sales goals while also setting and monitoring sales goals for teller staff.
Supervisor of Accounting and Bookkeeping
Berthoud National Bank
06.1996 - 12.1999
- Kept bookkeeping operations in full compliance with legal statutes.
- Managed month-end and year-end closing.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Processed financial transactions of deposits, payments, checks and withdrawals by encoding numerical data.
- Detected out of balance transactions and followed implemented handling procedures.
- Operated proof machine to list, sort and prove credits, debits and deposits.
- Preparation of Federal Records and supervision of audits, including Federal Bank Examiner Audits.
Cash Office Bookkeeper
McCarty-Holman Corporation
08.1991 - 06.1996
- Cash Office Bookkeeper, Front-end Manager, and Cashier for large grocery store chain.
- Completed payroll for employees and maintained detailed records of procedures.
- Reported financial data and updated financial records in ledgers and journals.
- Responsible for maintaining and reconciling store accounts, opening and closing store, managing cash flow, bank deposits, check encoder machine, and money counting equipment.
- Performed cash, card and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Learned duties for various positions and provided backup at key times.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Worked with floor team and managers to meet wide range of customer needs.
Education
Bachelor of Arts - History And English
University of Southern Mississippi
Hattiesburg, MS05.2024
No Degree - History And Religious Studies
Regis University
Denver, CO05.2024
Skills
- Customer Service
- Microsoft Office Windows/Mac
- Excellent verbal and written communication
- Cash Handling/Cash Drawer reconciliation
- Training Junior Team Members
- Deposit and Withdrawal Management
- Customer Relationship Management
- Branch Operations
Certification
- FCRA, Certified 2021
- CNP - Certified Notary Public, Colorado
Timeline
Inbound Call Center Representative
Advantage Credit, Inc
08.2021 - 03.2022
School Office Assistant
Immanuel Lutheran School
08.2019 - 06.2020
Senior Research Analyst
Scott Favre Public Adjuster
05.2018 - 07.2019
Customer Service Representative III
Kroll Factual Data
05.2011 - 09.2013
Administrative Assistant
Pleasant Hill Publishing
12.2004 - 04.2011
Lead Teller/ Vault Teller/Personal Banker
Wells Fargo Bank
08.2001 - 11.2004
Supervisor of Accounting and Bookkeeping
Berthoud National Bank
06.1996 - 12.1999
Cash Office Bookkeeper
McCarty-Holman Corporation
08.1991 - 06.1996
Bachelor of Arts - History And English
University of Southern Mississippi
No Degree - History And Religious Studies
Regis University