Summary
Overview
Work History
Education
Skills
Timeline
Generic

Enisha Sims

Leander,TX

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Team player with exceptional listening and critical thinking skills, with a personable personality.

Overview

18
18
years of professional experience

Work History

Phone Operator

Texas Oncology
01.2021 - Current
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Pleasantly greeted all callers and asked how to be of assistance.
  • Answered average of 200 calls per day and directed to appropriate departments and personnel.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Used company's paging system to immediately contact specific personnel.
  • Maintained accurate directory of all personnel and phone extensions.
  • Scheduled and confirmed appointments for both company personnel and visitors.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Connected callers with appropriate professional, department, or business.

In Home Support Service

IHSS
03.2017 - 01.2021
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Provided mobility assistance such as walking and regular exercising.
  • Assisted disabled clients to support independence and well-being.
  • Administered medication as directed by physician.
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Provided transportation and appointments management.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Developed rapport to create safe and trusting environment for care.
  • Developed individual care plans for clients based on specific needs.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.

Customer Service Manager

Soto Provision
03.2011 - 02.2018
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Kept accurate records to document customer service actions and discussions.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Implemented customer service policies and procedures for consistent performance standards.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.

Special Operations

Citibank
04.2005 - 01.2011
  • Performed routine data entry or document management
  • Volunteered to help with special projects of varying degrees of complexity.
  • Performed wide-ranging administrative, financial and service-related functions.

Education

High School Diploma -

Woodrow Wilson Senior High School
Los Angeles, CA
06.2002

Skills

  • Emergency Response
  • Accurate Message Transcription
  • Customer Relationship Management
  • Phone Inquiries
  • High-Volume Environments
  • Customer Feedback
  • Appointment Confirmation
  • Office Administration
  • Conflict Resolution Techniques
  • Client Rapport-Building
  • Administrative Support
  • Training and Development
  • Schedule Management
  • Phone Etiquette
  • Leading Team Meetings
  • Staff Management
  • Inventory Accuracy
  • Cash Handling
  • Employee Performance Reviews
  • Clerical Support
  • Employee Coaching and Mentoring
  • Positive and Constructive Feedback
  • Customer Relations
  • Customer Assistance
  • Excellent Communication
  • Critical Thinking
  • Flexible and Adaptable
  • Multitasking Abilities
  • Attention to Detail
  • Planning and Coordination
  • Self-Motivated
  • Dependable and Responsible

Timeline

Phone Operator

Texas Oncology
01.2021 - Current

In Home Support Service

IHSS
03.2017 - 01.2021

Customer Service Manager

Soto Provision
03.2011 - 02.2018

Special Operations

Citibank
04.2005 - 01.2011

High School Diploma -

Woodrow Wilson Senior High School

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Enisha Sims