Devolia Sims
Winter Springs,FL
Summary
Customer Service and Technical Support Specialist with over 7 years of experience resolving complex technical and service issues across telecommunications, healthcare, and financial services. Proficient in troubleshooting hardware/software problems, utilizing 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
8
8
years of professional experience
Work History
Support Specialist
OneSupport
2024.12 - Current
- Resolved 30+ daily technical issues involving software, hardware, and connectivity, improving user uptime.
- Utilized Salesforce-based ticketing system to manage support requests and reduce average response time.
- Collected and analyzed user feedback to inform process improvements and optimize support delivery.
Security Office Administrator
Security and Investigations Inc.
2023.06 - Current
- 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.
- Supported retirees with Medicare navigation and enrollment, maintaining a 95%+ customer satisfaction rate.
- Resolved complex eligibility and coverage issues, improving system accuracy and user trust.
- Processed and verified high-volume documentation while ensuring regulatory compliance.
Customer Service Associate
Alight Solutions
2022.08 - 2023.05
Career Break-Full-Time Parent
2018.03 - 2022.07
- Focused on family care while independently developing technical and customer service skills through online learning and part-time support work.
Video Repair Agent
Charter Communications
2017.03 - 2018.02
- Diagnosed and resolved over 100 daily service issues, contributing to improved first-call resolution metrics.
- Scheduled field visits and optimized repair workflows, reducing customer wait times.
- Provided empathetic service and accurate technical support for cable, video, and internet users.
Education
High School Diploma -
Lake Howell High School
Winter Park, FL2011-05
Associate of Science - Radiologic Technology
Keiser University
Fort Lauderdale, FL2027-01
Skills
- CRM Tools (Salesforce, Zendesk)
- Microsoft Office Suite
- Remote Troubleshooting
- Call Center
- HRIS Systems
- Customer Experience
- Communication
- Problem-solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Work Preference
Work Type
Full TimeContract WorkPart TimeLocation Preference
RemoteHybridImportant To Me
Work from home optionFlexible work hoursHealthcare benefitsQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Reading
Watching movies with the kiddos
Puzzles
Going to the park
Bowling
Theme Parks
Timeline
Support Specialist
OneSupport
2024.12 - Current
Security Office Administrator
Security and Investigations Inc.
2023.06 - Current
Customer Service Associate
Alight Solutions
2022.08 - 2023.05
Career Break-Full-Time Parent
2018.03 - 2022.07
Video Repair Agent
Charter Communications
2017.03 - 2018.02
High School Diploma -
Lake Howell High School
Associate of Science - Radiologic Technology
Keiser University