D'Andra SIMS
Lubbock
Summary
Experienced Customer Service and Chat Support Specialist with over 10 years in ecommerce, retail, and call center environments. Skilled in managing high-volume inquiries via chat and phone while ensuring customer satisfaction. Background includes technical support, training, and team leadership focused on delivering exceptional service.
Overview
9
9
years of professional experience
Work History
Remote CEC Agent
Omaha Steaks
10.2024 - 01.2025
- Processed customer orders accurately through remote systems in a high-volume environment
- Updated and maintained customer account and order information
- Provided professional sales and customer support while meeting quality standards
Remote iOS Technical
Kelly Services
04.2024 - 07.2024
- Delivered technical support for iOS devices, troubleshooting software and connectivity issues to resolve customer problems efficiently
- Provided step-by-step guidance to customers, maintaining a friendly and professional tone to enhance customer satisfaction
- Supported customers remotely in fast-paced call center environment, ensuring timely resolution of inquiries
Insurance Billing and Technical Support Agent
Foundever
02.2024 - 04.2024
- Assisted customers with insurance billing inquiries, plans, and deductible information
- Handled inbound calls while ensuring compliance and accuracy
- Explained complex insurance information
- Provided technical and internet support
- Assisted customers with service issues
Sales Associate
Kohl's
Lubbock
08.2022 - 06.2023
- Assisted customers with product selection and purchases
- Maintained sales floor organization and inventory accuracy
- Supported daily store operations in a fast-paced retail environment
Curbside Shopper
H-E-B
Lubbock
07.2020 - 04.2021
- Fulfilled online grocery orders with attention to accuracy and efficiency
- Delivered curbside orders while providing friendly customer service
E-commerce Lead
United Supermarkets
Lubbock
12.2016 - 09.2020
- Led e-commerce order processing and fulfillment operations
- Trained team members on procedures, customer service standards, and safety guidelines
- Ensured compliance with updated food handling and COVID-19 regulations
Technical Support Agent
Convergys
Lubbock
11.2015 - 03.2016
- Delivered technical support for cable, phone, and internet services, ensuring timely resolution of customer issues
- Resolved billing inquiries and service issues, enhancing customer satisfaction and loyalty
- Facilitated call transfers to appropriate departments, streamlining customer service process
Education
Estacado High School
Lubbock, TXSkills
- Customer service
- Client assistance
- Service support
- Customer engagement
- E-commerce operations
- Order management
- Order processing
- Order fulfillment
- Technical troubleshooting
- Tech assistance
- Virtual support
- Problem solving
- Team training
Accomplishments
- High-volume Order Processing: Processed customer orders in high volumes.
- IOS/MAC Support: Resolved iOS support queries.
- E-commerce Team Training: Trained team members, increasing e-commerce sales.
- Customer Service Experience: Customer service experience across multiple fields. Retail, call center, E-commerce, sales, etc.
Timeline
Remote CEC Agent
Omaha Steaks
10.2024 - 01.2025
Remote iOS Technical
Kelly Services
04.2024 - 07.2024
Insurance Billing and Technical Support Agent
Foundever
02.2024 - 04.2024
Sales Associate
Kohl's
08.2022 - 06.2023
Curbside Shopper
H-E-B
07.2020 - 04.2021
E-commerce Lead
United Supermarkets
12.2016 - 09.2020
Technical Support Agent
Convergys
11.2015 - 03.2016
Estacado High School