Dy’Mond Simmons-Settles
Mobile ,AL
Summary
Proven to enhance customer satisfaction and retention rates at Datavant, I excel in complaint resolution and administrative support, demonstrating exceptional teamwork and Microsoft Office proficiency. Streamlined processes improved efficiency, fostering cross-functional collaboration and nurturing customer relationships, leading to increased repeat business.
Overview
5
5
years of professional experience
Work History
Remote Customer Experience Representative
Datavant
Mobile, AL
01.2022 - 05.2024
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Streamlined communication channels for improved efficiency in handling customer inquiries.
- Implemented proactive approaches to anticipate and resolve potential customer concerns, resulting in higher retention rates.
- Collaborated with cross-functional teams to ensure seamless customer experience throughout all touchpoints.
- Increased repeat business with exceptional follow-up efforts that nurtured ongoing relationships with customers.
- Initiated process improvements to reduce average call handling time while maintaining high-quality service standards.
- Interacted with customers via telephone, email, and online chat providing customer service to Record Hub customers by answering complex product related questions, resolving issues, and educating customers.
- Maintained customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Executive Administrative Assistant
Manchester Court Assisted Living
Conyers, GA
01.2019 - 12.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Scheduled office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
- Executed record filing system to improve document organization and management.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
Education
Salem High School
Conyers, GASkills
- Call center experience
- Appointment Scheduling
- Complaint Handling
- Complaint resolution
- Customer Education
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Understanding Customer Needs
- Customer Relations
- Microsoft Office
- Data Entry
- Product Knowledge
- Product and service knowledge
- Issue and Complaint Resolution
- Administrative and Office Support
- Professional telephone demeanor
- Document and Records Management
- Order Processing
- Customer Account Management
- Call Documentation
- Cross-Functional Collaboration
- Multi-Line Phone Systems
Timeline
Remote Customer Experience Representative
Datavant
01.2022 - 05.2024
Executive Administrative Assistant
Manchester Court Assisted Living
01.2019 - 12.2021
Salem High School