Summary
Overview
Work History
Education
Skills
Timeline
Generic

Devolia Sims

Winter Springs

Summary

Customer Support and Identity Verification Specialist with 5+ years of experience in financial services, healthcare, and technical support environments. Skilled in verifying sensitive documents, resolving complex customer issues, and maintaining strict compliance with data security standards. Proven ability to handle high-volume workloads while delivering accurate, empathetic support. Seeking a stable remote position with opportunities for long-term growth.CRM and ticketing systems, and providing empathetic, user-focused support. Known for enhancing customer satisfaction, managing sensitive data with precision, and thriving in fast-paced, high-volume environments.

Overview

9
9
years of professional experience
2
2
years of post-secondary education

Work History

General Support Agent

Alorica
Lake Mary
01.2025 - Current

  • Verify customer identity documents in compliance with federal and company regulations
  • Assist customers with account access, verification issues, and document submission for video verification.
  • Handle sensitive personal data with strict confidentiality and accuracy
  • Maintain productivity and quality metric standards in a high-volume environment
  • Adapt quickly to workflow and schedule changes in a fast-paced setting

SUPPORT SPECIALIST

OneSupport
San Marcos
12.2024 - 09.2025
  • Resolved 30+ daily technical issues involving software, hardware, and connectivity
  • Managed support tickets using Salesforce, improving response times
  • Delivered remote troubleshooting and step-by-step guidance to users

CUSTOMER SERVICE ASSOCIATE

Alight Solutions
Orlando
08.2022 - 08.2023
  • Assisted retirees with Medicare enrollment and account support, achieving 95%+ satisfaction
  • Verified documentation and ensured compliance with healthcare regulations
  • Resolved complex eligibility and coverage issues efficiently

SECURITY OFFICE ADMINISTRATOR

Security and Investigations Inc.
Longwood
07.2019 - 07.2022
  • Maintained HRIS systems and employee records with 100% accuracy
  • Supported compliance audits and enforced internal security policies
  • Improved administrative workflows and documentation processes
  • Managed HRIS offboarding and employee record maintenance with 100% data accuracy.
  • Ensured compliance with internal security policies and supported successful HR audits.
  • Assisted in rolling out HR initiatives that enhanced staff productivity and engagement.

FINANCIAL SERVICES REPRESENTATIVE

CardWorks
Lake Mary
03.2018 - 07.2019

  • Assisted customers with credit accounts, disputes, and fraud-related issues
  • Educated customers on financial products and account management
  • Resolved issues to ensure customer satisfaction and retention

VIDEO REPAIR AGENT

Charter Communications
Maitland
03.2017 - 03.2018

  • Diagnosed and resolved 100+ daily service issues
  • Scheduled service appointments and improved workflow efficiency
  • Provided technical support for cable, internet, and video services

Education

Associate of Science - Radiologic Technology

Keiser University
Fort Lauderdale, FL
04.2024 - 03.2026

Skills


  • CRM Systems (Salesforce, Zendesk)
  • Identity Verification & Document Review
  • Customer Support (Phone, Chat, Email)
  • Data Privacy & Compliance (PII Handling)
  • Remote Troubleshooting & Technical Support
  • High-Volume Call Center Operations
  • HRIS Systems & Record Management
  • Conflict Resolution & De-escalation
  • Account Issue Resolution
  • Attention to Detail & Accuracy
  • Communication
  • Problem-solving

Timeline

General Support Agent

Alorica
01.2025 - Current

SUPPORT SPECIALIST

OneSupport
12.2024 - 09.2025

Associate of Science - Radiologic Technology

Keiser University
04.2024 - 03.2026

CUSTOMER SERVICE ASSOCIATE

Alight Solutions
08.2022 - 08.2023

SECURITY OFFICE ADMINISTRATOR

Security and Investigations Inc.
07.2019 - 07.2022

FINANCIAL SERVICES REPRESENTATIVE

CardWorks
03.2018 - 07.2019

VIDEO REPAIR AGENT

Charter Communications
03.2017 - 03.2018
Devolia Sims