Ayana Simms
Washington,USA
Summary
Dynamic customer service professional with extensive experience in managing service level agreements and optimizing ticket queues. Proven expertise in team leadership, time management, and strategic decision-making to ensure prompt incident resolution. Exceptional communication skills enhance customer satisfaction while fostering organizational efficiency. Committed to creating positive customer experiences and implementing best practices that elevate service quality.
Overview
8
8
years of professional experience
Work History
Aesmp Queue Manager
Oneida Technical Solutions
Alexandria, VA
04.2024 - Current
- Monitor queues and reallocate tickets to meet response time deadlines, including VIP ticket response.
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
- Assign tickets that are out of scope to the Service Desk/Other Teams.
- Assign tickets to technicians at dedicated sites.
- Ensure relationship tickets are related to the parent ticket and proper follow-up is performed once an incident is resolved.
- Coordinate resources with teams across disciplines to ensure AITP SLA targets are met.
- Assist with presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods, and approaches.
- Lead other team members to identify and eliminate chronic customer relations problems and share 'lessons learned' with other IT specialists within and outside the organization.
- Keep the team members apprised of new developments in customer relations.
- Lead the formulation and implementation of innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.
- Refer customers to appropriate resources for response to inquiries or resolution of problems.
- Investigate frequent and significant transmission/communications problems from Remedy and coordinate with the supported tenant.
- Create AESMP tickets for NIPR, SIPR, Privileged Access, and Remedy accounts.
- Investigate Remedy profile issues when identified by the user.
- Submit modifications for Remedy Support Groups when requested by the tenants.
- Perform duties associated with Tier 2 level customer support functions.
- Submit all initial IT requests to the Help Desk and monitor the progress of the requestor.
- Utilize acquired knowledge to balance user requirements, available resources, and organizational goals and objectives while striving to maintain top-quality customer service.
- Other duties as assigned.
- Monitored team productivity and performance to support goals.
Queue Manager
Ho-Chunk, Inc.
Virginia, Free State
04.2022 - 04.2024
- Manage the queues for tickets and emails within the teams to ensure process adherence of ITIL best practice and SLA's.
- Assess each new ticket received via phone or email and determine severity, technology and the appropriate resource it should be assigned.
- Ensure team member's ticket workloads are evenly balanced, where possible.
- Manage aged tickets by escalating or reassigning to other resources.
- Assist in proactive problem management process designed to identify recurring incidents.
- Participate in Quality Assurance Reviews of select tickets.
- Work closely with all Supervisors to ensure SLA's are being adhered to.
- Ensure resource availability is sufficient & maintain/distribute resource schedule for Service Delivery Program.
- Generation & distribution of monthly service reports (e.g. ticket volumes, aging, etc.).
- Remedy and ServiceNow trained in SharePoint.
Queue Manager
SSI Technologies, Inc.
Alexandria, VA
10.2021 - 04.2022
- Working tickets updating summary and assigning to techs.
- I have also interacted with clients through teams and emails.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
Telecommunications Customer Service
SAIC
Washington, DC
09.2018 - 05.2020
- Processed Telecommunication Service Requests (TSR) from the Department Of State General Service Officers for voice and data services, IT moves, adds, changes and deletes in the Washington Metropolitan area.
- Reviewed TSRs for accuracy and funding information.
- Entered TSR information into the Net Plus web application for billing, funding and asset tracking.
- Created Remedy tickets/tasks for each TSR as the system of record for all work details and assigned to various service teams (Installation, Cabling, Voice, WiFi and Data Engineering).
- Close outs for TSRs and Remedy tickets upon completion of all work orders.
Call Center Customer Service Representative
ASRC Federal
Alexandria, VA
11.2017 - 12.2018
- The Customer Service Representative shall be responsible for answering inbound telephone inquiries, making outbound calls when necessary, processing orders, preparing and processing correspondence, and fulfilling all customer needs to ensure customer satisfaction.
- Perform daily office tasks such as communications with customers, filing, recording, maintaining records, copying, posting, and other similar duties, using a computer terminal, and other word processors to accomplish assignments.
- Greeted customers, answered inquiries, and resolved customer complaints in a call center environment.
- Proficiently handled escalated customer calls with patience, tact, and diplomacy.
Education
High School Diploma -
Luke C Moore Academy
Washington, DC06.1999
Skills
- Collaborative team management
- Analytical decision-making
- Effective verbal communication
- Prioritization and scheduling
- Personnel oversight
- Client support
Timeline
Aesmp Queue Manager
Oneida Technical Solutions
04.2024 - Current
Queue Manager
Ho-Chunk, Inc.
04.2022 - 04.2024
Queue Manager
SSI Technologies, Inc.
10.2021 - 04.2022
Telecommunications Customer Service
SAIC
09.2018 - 05.2020
Call Center Customer Service Representative
ASRC Federal
11.2017 - 12.2018
High School Diploma -
Luke C Moore Academy