Summary
Overview
Work History
Education
Skills
Timeline
Volunteer
Evelyn Sims

Evelyn Sims

San Antonio,TX

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Representative

Indeed.com
02.2021 - 07.2021
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.

Circulation District Sales Manager

Lee Corporation
10.2011 - 06.2014
  • Implemented new training programs for sales representatives, resulting in improved performance metrics across the team.
  • Collaborated with other departments to ensure a seamless customer experience from product ordering to delivery.
  • Oversaw day-to-day operations of district locations.
  • Achieved revenue growth by fostering a competitive yet supportive work environment among team members.
  • Improved overall profitability by closely monitoring expenses and identifying areas for cost reduction.
  • Conducted regular performance evaluations, providing constructive feedback and development plans for individual team members.
  • Negotiated favorable contract terms with suppliers/vendors that contributed to reduced operational costs.
  • Increased sales within the district by implementing effective sales strategies and coaching team members.
  • Played an instrumental role in resolving escalated customer issues promptly maintaining high levels of customer satisfaction.
  • Championed company initiatives such as promotions or special offers effectively increasing awareness among potential customers.
  • Analyzed sales data to identify trends and opportunities for growth within the district.
  • Facilitated regular meetings with sales representatives to discuss progress toward goals, address challenges, and celebrate successes collectively as a team.
  • Organized networking events for customers and partners, resulting in strengthened relationships and increased brand visibility within the community.

Education

Open BS - Criminal Psychology

University of Texas At Austin
Austin, TX

Associates Of Arts - Psychology

San Antonio College
San Antonio, TX
05.1974

Skills

  • Customer Support
  • Complaint resolution
  • Quality Assurance
  • Payment Processing
  • Quality Control
  • Product Education
  • Customer Relationship Management (CRM)
  • Office equipment proficiency
  • Project management abilities
  • Data Evaluation
  • Product Sales
  • Report creation
  • POS Systems and Ordering Platforms
  • Microsoft Exchange
  • Report Generation
  • Shipping procedures understanding
  • Retail store support
  • Account updating
  • Sales closing
  • Sales Transactions
  • LiveChat Messaging
  • Customer Retention Strategies
  • Billing Adjustments and Refunds
  • Order documentation
  • Brand representation
  • Regulatory Compliance
  • Complaint Investigation
  • Training development aptitude
  • Service Upselling
  • Money handling abilities
  • Call Metrics
  • Sales and Upselling
  • Transaction Processing
  • Work Prioritization
  • Policies and Procedures Adherence
  • Quality Assurance Controls
  • Business Development
  • Data Entry
  • Administrative and Office Support
  • Report Preparation
  • Recordkeeping strengths
  • Call Center Operations
  • Order Processing
  • Call Documentation
  • Professional telephone demeanor
  • MS Office
  • System implementation
  • Salesforce CRM
  • Product Knowledge
  • Document and Records Management
  • Employee Coaching
  • Staff education and training
  • Remote Office Availability
  • Customer Account Management
  • Inbound Call Management
  • Microsoft Office
  • Customer Data Confidentiality
  • Calm and Professional Under Pressure
  • Computer Skills
  • Relationship Building

Timeline

Senior Customer Service Representative

Indeed.com
02.2021 - 07.2021

Circulation District Sales Manager

Lee Corporation
10.2011 - 06.2014

Open BS - Criminal Psychology

University of Texas At Austin

Associates Of Arts - Psychology

San Antonio College

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Evelyn Sims