Danesha Simmons
Summary
Highly motivated professional bringing 8+ years of quality performance in customer support roles. Results oriented and customer-focused professional with a proven track record of enhancing customer satisfaction through effective team management and process optimization. Skilled in escalation handling and empathy, my efforts boosted client relationships and team morale.
Overview
9
9
years of professional experience
Work History
Customer Support Manager
Auction Technology Group, EstateSales.NET
Jackson, MO
04.2022 - 04.2024
- Managed a team of customer support specialists, providing ongoing training and development opportunities.
- Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Collaborated with other departments to implement initiatives improving overall customer satisfaction.
- Revamped new employee onboarding program to improve retention.
- Handled escalated customer complaints professionally, resolving conflicts
promptly and maintaining relationships with clients. - Analyzed customer feedback and complaints to identify patterns and create solutions for customer issues.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
Customer Support Assistant Manager
Auction Technology Group, EstateSales.NET
Jackson, MO
01.2021 - 04.2022
- Supported the Customer Support Manager in managing a team of Customer Support Specialists.
- Assisted in the onboarding of new team members, sharing product knowledge and best practices for providing exceptional customer support.
- Contributed to the improvement of internal and external processes through the identification of recurring issues and customer suggestions.
- Evaluated team members performance and conveyed constructive feedback to improve skills.
- Handled escalated customer complaints professionally, resolving conflicts.
promptly and maintaining relationships with clients.
Customer Support Specialist
Auction Technology Group, EstateSales,NET
Jackson, MO
08.2015 - 01.2021
- Provided customer support via phone, email, and chat.
- Handled customer inquiries and suggestions courteously and professionally.
- Provided basic technical support and troubleshooting for customers via phone, email, and chat.
- Updated account information to maintain customer records.
- Collaborated with team members to enhance customers experience and satisfaction rates.
Education
Bachelor of Science - Communication Disorders
Southeast Missouri State University
Cape Girardeau, MO12.2016
Skills
- Empathy and Patience
- Client Relationship Building
- Training and Mentoring
- Goal Setting
- Escalation Handling
- Project Management
Timeline
Customer Support Manager
Auction Technology Group, EstateSales.NET
04.2022 - 04.2024
Customer Support Assistant Manager
Auction Technology Group, EstateSales.NET
01.2021 - 04.2022
Customer Support Specialist
Auction Technology Group, EstateSales,NET
08.2015 - 01.2021
Bachelor of Science - Communication Disorders
Southeast Missouri State University