Desiree Simmons
Elsmere,DE
Summary
Adaptable, detail-oriented customer service professional with 5+ years of experience in customer support and technical troubleshooting. Proven ability to manage high call and chat volumes while maintaining a 97% customer satisfaction rate. Articulate, results-oriented, and passionate about cultivating relationships, optimizing processes, and delivering solutions. Skilled in creative problem-solving, data entry, and software utilization, with a demonstrated ability to manage multiple priorities under tight deadlines. Seeking opportunities to expand skills, delegate responsibilities, and drive organizational growth.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
18
18
years of professional experience
Work History
Remote Lead Customer Care Agent
United States Postal Service
06.2013 - Current
- Handled inbound and outbound customer interactions, averaging 95 calls daily and managing high chat/SMS volumes for both inbound and outbound messages
- Acted as a single point of contact to resolve customer issues via phone, chat, and email, ensuring personalized, timely resolutions
- Troubleshot technical issues such as account access, password resets, and online services navigation
- Educated customers on USPS services and identified tailored solutions to meet individual needs, boosting satisfaction rates by 50%
- Developed detailed reports on post office activities using systems like DOIS, TACS, and DMS
- Mentored new hires, providing hands-on learning and support to ensure successful onboarding
- Monitored key performance indicators (KPIs), suggested cross-functional solutions, and addressed customer concerns, maintaining a 97% customer satisfaction rate in 2022 and 2023
- Suggested additional USPS products and services, enhancing customer relationships and driving sales
- Excelled in managing a fast-paced environment, adjusting workflows and schedules to meet dynamic business needs
Transportation Security Officer
Newark International Airport
01.2007 - 11.2017
- Screened passengers, baggage, and cargo to ensure compliance with TSA regulations, preventing prohibited items from entering secured areas
- Observed and analyzed passenger behavior to identify potential security risks, increasing safety measures by 65%
- Assisted with quality assurance and efficiently managed passenger flow through checkpoints
- Conducted customer service tasks such as bag searches and passenger pat-downs to maintain secure premises
- Maintained communication with leadership to address vulnerabilities and implement improvements to screening protocols
- Delivered exceptional service as the first point of contact, resolving inquiries for over 200+ customers daily
Education
High School Diploma -
Piscataway High School
Piscataway, NJ06.2005
Skills
- Customer Service
- Chat Support
- First-call resolution
- Inbound chat handling
- Outbound chat handling
- SMS handling
- Email communication
- Customer satisfaction
- Relationship building
- DOIS
- TACS
- DMS
- Salesforce
- Intercom
- ISP
- VOIP systems
- POS systems
- Internet navigation
- Troubleshooting technical issues
- Creative problem solving
- Multitasking
- Prioritization
- Written communication
- Verbal communication
- Calm under pressure
- Teamwork
- Data entry
- Data maintenance
- Workflow optimization
- Quality assurance
- KPI monitoring
- Reporting
- New hire training
- Hands-on mentorship
- Team collaboration
- Sales
- Inventory management
- Proactive self-starter
- Process improvement
- Typing speed
- Live chat support
- Escalation management
- Call center experience
- Appointment scheduling
- Complaint handling
- Virtual assistance
- Email correspondence
- Time management
- Phone etiquette
- Decision-making
- Customer service
- Call handling
- Empathy and patience
- Documentation and reporting
- First call resolution
- Inbound customer service
- Product knowledge
- Product education
- Punctuality and reliability
- Verbal and written communication
- Multitasking and organization
- Active listening
- Customer relationship management
Timeline
Remote Lead Customer Care Agent
United States Postal Service
06.2013 - Current
Transportation Security Officer
Newark International Airport
01.2007 - 11.2017
High School Diploma -
Piscataway High School