Kathy Sims
Oxnard,CA
Summary
Dynamic and results-oriented leader with extensive expertise in call centers, retail, and telecommunications. Known for delivering service excellence and operational efficiency, with a strong focus on strategic organizational planning. Proven track record in managing relationships with external vendors and internal stakeholders to achieve impactful outcomes. Recognized for energetic leadership and effective communication skills that drive teamwork and innovation in fast-paced, customer-centric environments.
Overview
24
24
years of professional experience
Work History
Collections Representative
Frontier Communications
Newbury Park, Ca
04.2016 - Current
- Quickly promoted from Customer Contact Specialist to Collections Representative within Frontier Communications post-Verizon selloff
- Consistently achieved monthly objectives of 12 calls per hour with handles times of 6 mins
- Or less per interaction, by leveraging web-based tools and systems to deliver exceptional customer experiences, while actively engaging in training and development to support ongoing growth within the company
- Manage the accounts receivable process for both individual consumers and business customers
- Coordinate both high-volume inbound calls; along with making outbound customer calls
- Approve extensions of final payment dates, set up monthly installment plans when applicable, and process full payments to ensure uninterrupted services
Sales Consultant
Verizon
Oxnard, Ca
11.2000 - 04.2016
- Frequently recognized for exceptional customer service, a positive attitude, and keen attention to detail in account management
- Consistently met objectives while supporting peers with training and system/process implementation
- Managed a heavy volume of incoming customer calls for our largest volume call center
- Collaborate directly with customers to address billing inquiries, resolve issues, activate new services, process transfer orders, and request account service modifications
- Cultivate and maintain strong relationships with customers, generating repeat and referral business
- Offering unmatched product quality service with next generation internet and TV access
- (FIOS, FIOS TV)
- Used product knowledge to educate and upsell customers on products and services
Education
High School Diploma - General Education
Hueneme High School
Oxnard, CASkills
- Microsoft Windows
- Word
- Excel
- Outlook
- Access
- PowerPoint
- Salesforce
- Nocv
- Avaya
- DPI
- HUB
- Rocwell Phone System
- Orbital Gateway
- Bill Matrix
- Axiom
- Work Force Management
- Interactive Voice Response
- Insolvency resolution
- Automated dialer experience
- Great phone demeanor
- Goal oriented
- Debt negotiation
- Financial counseling
Timeline
Collections Representative
Frontier Communications
04.2016 - Current
Sales Consultant
Verizon
11.2000 - 04.2016
High School Diploma - General Education
Hueneme High School
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