Austin Sims
Sandy,UT
Summary
Customer Experience Agent with 8 years of experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns while continuing to build brand loyalty. Strong focus on team collaboration and achieving results, adaptable to changing needs, environment, and reliable for consistent performance. Maintains a workplace culture while consistent with organizations mission and values.
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines
10.2023 - Current
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Utilized telephone platforms to deliver outstanding customer service.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Enhanced customer satisfaction and brand loyalty by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Responded to high volume of incoming calls utilizing active listening and communication skills to identify customer problems, needs, and opportunities.
- Assisted with the development of fellow team members by hosting team meetings, listening to calls and providing feedback and best practices.
Sr. Premier Pro Support Agent
Thumbtack Inc.
06.2021 - 12.2022
- Consulted via telephone, email, and chat to understand user problems, and ask probing questions to locate root issues and solutions
- Assisted business owners with key metrics to help coach them on how to continue to grow their business and ROI
- Collaborated with multiple teams across the platform to troubleshoot and resolve user issues
- Assisted new professionals on the platform with account activation and setting up profile
- Handled difficult client inquiries with professionalism, empathy and enthusiasm
- Built long term relationships and trust with customers while improving the likelihood to continue with the company
- Mentored and trained new coworkers, while working one on one to help guide and coach for success in their careers
- Piloted the Outreach program to directly increase relations between the company and customers.
Assistant Team Leader
Whole Food Market
05.2016 - 05.2021
- Interviewed, hired and trained new quality customer service team members.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty.
- Integrated process improvements to increase overall workflow.
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
- Developed open and professional relationships with team members, enabling more effective issue resolution.
- Fostered positive employee relationships through effective
communication, training and development coaching.
Owner
Austin Sims Photography
04.2017 - Current
- Promoted business on social media platforms to maximize brand identity
- Promoted covid fundraising event for a local coffee company to boost brand awareness and community engagement.
- Partnered with outdoor brands to educate customers on their product, while inspiring others to get outside
Event Coordinator
Private Residence
06.2014 - 05.2016
- Selected décor and event materials fitting clients' requests and vision.
- Managed catering services, and housekeepers.
Education
Communications
Utah State University
Logan, UTCommunications
Salt Lake Community College
Salt Lake City, UTSkills
- Team supervision
- Training
- Creative Problem Solving
- Multitasking and Prioritization
- Responding to Difficult Customers
- 7 years of experience in leadership
- Collaboration with Multiple Teams
- Problem resolution
- Upbeat and Positive Personality
- Customer service
- Time Management
- Mentor and Trainer for New Hires
- High-energy attitude
- Experience with Salesforce, Excel, Tableau
- Communication skills
- The ability to work in fast paced environments
Timeline
Customer Experience Specialist
Delta Air Lines
10.2023 - Current
Sr. Premier Pro Support Agent
Thumbtack Inc.
06.2021 - 12.2022
Owner
Austin Sims Photography
04.2017 - Current
Assistant Team Leader
Whole Food Market
05.2016 - 05.2021
Event Coordinator
Private Residence
06.2014 - 05.2016
Communications
Salt Lake Community College
Communications
Utah State University