Azshanay Sims
Asheboro,NC
Summary
Customer service professional with over 10 years of experience delivering exceptional support in fast-paced environments. Demonstrates resourcefulness, resilience, and an energetic approach to resolving customer inquiries with first-call resolution as a priority. Adept at handling high call volumes, utilizing CRM and contact center software, and contributing to process improvements. Committed to upholding company values and providing empathetic, solutions-driven service to maximize customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist - Tech Support
Constant Contact
06.2023 - Current
- Handle an average of 75 inbound calls daily, addressing customer inquiries with first-call resolution in mind to maintain a 95% resolution rate
- Leverage CRM systems for accurate documentation, resulting in a 30% increase in follow-up efficiency and reduced handling times
- Provide solutions and product recommendations, contributing to a 20% increase in customer satisfaction scores
- Collaborate with team members on process improvement initiatives to enhance service delivery and meet KPIs consistently
Customer Support Associate - Logistics
Cardinal Health
08.2022 - 06.2023
- Supported customers with order tracking and shipment inquiries, achieving a 98% on-time resolution rate
- Assisted with cross-promoting products and services during customer interactions, leading to a 15% increase in add-on sales
- Accurately documented customer interactions and resolved billing, product availability, and logistics issues in CRM software
- Contributed to team process improvements, helping to streamline communication procedures and reduce resolution times by 25%
Clerk
United States Postal Service
Peachtree Corners, USA
03.2017 - 08.2022
- Managed customer service interactions involving mail, shipping inquiries, and payment processing, maintaining a 20% improvement in customer satisfaction scores
- Handled over 50 daily customer interactions while meeting productivity benchmarks consistently
- Assisted in tracking and delivering packages, achieving a 99% on-time delivery rate
Service Dispatcher
GEICO
04.2013 - 03.2017
- Coordinated responses for roadside assistance, leading to a 15% improvement in average response time for service requests
- Communicated empathetically with customers, contributing to a 10% increase in customer retention
- Maintained detailed service reports, facilitating a 25% enhancement in incident tracking and resolution
Education
Bachelor's of Science - Information Technology
University of Arizona
05-2025
Skills
- First-Call Resolution
- High-Volume Call Handling
- Customer Relationship Management (CRM) Systems
- Salesforce
- Cross-Promotion
- Product Recommendations
- Accurate Data Entry
- Documentation
- Technical Troubleshooting
- Issue Resolution
- Microsoft Office Suite
- Excel
- Outlook
- Word
- Process Improvement Contributions
- Adaptability to Changing Priorities
- Communication
- Written Communication
- Verbal Communication
- Multitasking
- Time Management
Timeline
Customer Service Specialist - Tech Support
Constant Contact
06.2023 - Current
Customer Support Associate - Logistics
Cardinal Health
08.2022 - 06.2023
Clerk
United States Postal Service
03.2017 - 08.2022
Service Dispatcher
GEICO
04.2013 - 03.2017
Bachelor's of Science - Information Technology
University of Arizona
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