Christina Sims
Orlando,FL
Summary
Dynamic customer support advocate with a proven track record at Tithely, excelling in creative problem-solving and team building. Recognized for enhancing client relations and training development, I effectively resolved technical issues and contributed to process improvements, ensuring exceptional service delivery and client satisfaction.
Overview
21
21
years of professional experience
Work History
Customer Support Advocate
Tithely
06.2022 - Current
- Provided technical assistance to churches via email, chat, and phone, focusing on onboarding and troubleshooting.
- Acted as liaison between customers and internal teams to track bugs and escalate issues.
- Delivered customer support across multiple channels, ensuring timely and accurate solutions.
- Trained users on software features, updates, and best practices to enhance user experience.
- Diagnosed and resolved various technical issues, documenting findings for development teams.
- Contributed to internal process improvements that boosted team efficiency and customer experience.
- Supported creation and refinement of help center articles and educational materials.
- Demonstrated strong communication skills and technical aptitude in a fast-paced remote environment.
Senior Digital Correspondence Specialist
Beyond Finance
Houston, TX
09.2020 - 10.2021
- Supervised and coached a team of up to 10 digital support agents handling Intercom chat, email, and Twilio text correspondence.
- Provided ongoing performance coaching and developed incentive and recognition programs.
- Ensured agents met client-driven metrics using reporting, trend analysis, and daily communication.
- Collaborated with team leaders and support staff to maximize project performance.
Client Success/Digital Correspondence Specialist
Beyond Finance
Houston, TX
04.2019 - 08.2020
- Assisted clients across phone, email, chat, and text for all account management needs.
- Utilized Salesforce, Intercom, and Twilio for client communication and record management.
- Acted as liaison between clients and internal business operations/settlements teams.
- Completed special projects, updated records, and assisted with training and onboarding.
- Designed and piloted a draft change request process for chat and email platforms.
HCM Service Consultant I
ADP
El Paso, TX
07.2016 - 12.2018
- Managed seven payroll accounts generating over $3 million in annual revenue.
- Supported daily client issues and payroll operations through critical thinking and communication skills.
- Collaborated with HR, Tax, Benefits, and Time teams to address client needs across business units.
- Gained proficiency in Payforce, Vantage payroll platforms, and ADP internal systems.
Team Leader
Convergys
Las Cruces, NM
02.2015 - 07.2016
- Managed and coached 20-25 agents from diverse backgrounds to enhance performance.
- Conducted performance coaching, incentives, on-the-job training, and training debriefs.
- Ensured achievement of client-driven metrics through detailed reporting and trend analysis.
- Maintained site SharePoint for access management, reporting, training updates, and tool usage.
Customer Service Associate
Convergys
Las Cruces, NM
08.2014 - 02.2015
- Met business metrics while maximizing sales opportunities.
- Maintained extensive knowledge of products, pricing, procedures, and promotions.
- Achieved first-contact resolution and practiced active listening and empathy.
Graduate Assistant Advisor
New Mexico State University
Las Cruces, NM
07.2012 - 05.2014
- Facilitated student registration, degree planning, and resource navigation.
- Maintained accurate student files while generating reports daily, weekly, and monthly.
- Communicated effectively with students through phone, email, and in-person interactions.
Revenue Manager
Hertz Corporation
New Orleans, LA
06.2005 - 06.2008
- Oversaw revenue operations across 11 locations in Louisiana and Mississippi.
- Consistently surpassed monthly and quarterly goals for Southwest Region.
- Conducted training on sales strategies, new hires, and ongoing coaching.
- Produced comprehensive reports and maintained regional informational website.
- Organized monthly award banquets to recognize outstanding performance.
- Collaborated with regional leadership to align operational strategies.
- Drove initiatives that enhanced team productivity and engagement.
- Implemented best practices to optimize revenue generation processes.
Education
Master of Business Administration (MBA) -
New Mexico State University
Las Cruces, NM05.2014
Master of Education - Elementary Curriculum & Instruction
San Diego State University
San Diego, CA05.2012
Bachelor of Business Administration - General Business
New Mexico State University
Las Cruces, NM05.2005
Skills
- Creative problem solver
- Strong client relations
- Training development aptitude
- Team building
- Strategic sales knowledge
- Active listening
- Time management
- Quick learner
Timeline
Customer Support Advocate
Tithely
06.2022 - Current
Senior Digital Correspondence Specialist
Beyond Finance
09.2020 - 10.2021
Client Success/Digital Correspondence Specialist
Beyond Finance
04.2019 - 08.2020
HCM Service Consultant I
ADP
07.2016 - 12.2018
Team Leader
Convergys
02.2015 - 07.2016
Customer Service Associate
Convergys
08.2014 - 02.2015
Graduate Assistant Advisor
New Mexico State University
07.2012 - 05.2014
Revenue Manager
Hertz Corporation
06.2005 - 06.2008
Master of Business Administration (MBA) -
New Mexico State University
Master of Education - Elementary Curriculum & Instruction
San Diego State University
Bachelor of Business Administration - General Business
New Mexico State University