De'Miya Simons
Grove City,OH
Summary
Customer Experience professional with 10+ years of success leading teams, improving service quality, and resolving complex customer issues in fast-paced environments. Proven ability to drive performance, coach teams to exceed KPIs, and deliver exceptional customer experiences across multiple channels. Strong background in remote support, escalation management, and cross-functional collaboration. Known for combining empathy with efficiency to improve both customer satisfaction and operational results.
Overview
14
14
years of professional experience
Work History
Customer Support Specialist
Hims Inc. (Hims & Hers)
10.2022 - Current
- Manage high-volume customer interactions across phone, chat, email, and EMR systems
- Resolve complex customer concerns while maintaining strong satisfaction and quality scores
- Serve as a subject matter expert on products, policies, and workflows
- Partner with CX leadership to address escalations and improve resolution processes
- Maintain strict compliance with privacy and confidentiality standards
- Consistently meet or exceed KPIs including response time, resolution rate, and CSAT
- Adapt quickly to evolving workflows in a fast-paced, remote environment
Customer Service Team Lead
Teleperformance USA
Westerville, OH
07.2014 - 10.2022
- Led, coached, and developed a team of customer service agents in a high-volume environment
- Drove team performance by monitoring KPIs, providing feedback, and implementing coaching plans
- Managed escalated customer issues, ensuring timely and effective resolution
- Conducted regular one-on-one performance reviews and mentoring sessions
- Improved team quality and productivity through ongoing training and support
- Played a key role in employee development, contributing to multiple internal promotions
Customer Service Manager
Pizza Hut
Columbus, OH
06.2012 - 07.2014
- Oversaw daily operations and ensured high-quality customer service delivery
- Maintained compliance with company standards and health regulations
- Led team coordination to improve efficiency and customer satisfaction
- Performed final quality checks on products and service standards
Processor
Abercrombie & Fitch
New Albany, OH
07.2013 - 11.2013
- Processed high-volume customer orders with accuracy and efficiency
- Verified inventory and product details to ensure order quality
- Maintained productivity and accuracy in a fast-paced distribution environment
Education
High School Diploma - undefined
Skills
- Customer Experience (CX) Strategy
- Team Leadership & Coaching
- KPI Management & Performance Improvement
- Escalation Handling & Conflict Resolution
- Quality Assurance & Training
- CRM & Support Platforms (Chat, Email, EMR)
- Cross-Functional Collaboration
- Process Improvement & Efficiency
- Remote Work & Digital Operations
Timeline
Customer Support Specialist
Hims Inc. (Hims & Hers)
10.2022 - Current
Customer Service Team Lead
Teleperformance USA
07.2014 - 10.2022
Processor
Abercrombie & Fitch
07.2013 - 11.2013
Customer Service Manager
Pizza Hut
06.2012 - 07.2014