Giana Simmons
Customer Solutions Specialist
Toledo,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Customer Solutions Representative
Ally Financial
Jacksonville, United States
01.2019 - 04.2021
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Recorded actions taken, issues resolved and money collected information to effectively manage customer accounts.
- Handled over 120 calls per shift retrieving customer data, presenting relevant product information and collecting payment to ensure accounts were in good standing
- Counseled debtors on payment options and arranged installment agreements.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Monitored performance and generated reports detailing quality of calls and federal laws
Collections Specialist/Team Leader
ERC
Jacksonville, FL
04.2017 - 01.2019
- Worked and negotiated on client accounts with 10k-25k balances
- Counseled debtors on payment options and arranged installment agreements.
- Trained new team members on scripts, company services and collection strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved monthly goals of $20,000 through effective use of negotiation and empathy skills.
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls and met demands of busy and productive group.
Assistant Manager
Cricket Wireless
Jacksonville, FL
06.2015 - 04.2017
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Increased monthly sales 73% by recommending seasonal buy one get one sales, rebates and limited time offers.
- Hired, supervised and coached 15 employees on sales strategies to optimize performance.
Education
Associate of Science - Dental Hygiene
Florida State College At Jacksonville
Jacksonville, FL 08.2021 - Current
Diploma W. Honors -
Edward H. White High School
Jacksonville, FL 08.2010 - 06.2014
Skills
CRM
Multi-line phone talent
Key holder experience
Sales expertise
Money handling abilities
Leadership
Skip Tracing
Microsoft Office
Negotiation
Verbal and written communication
Customer Satisfaction
Cash/Bank information handling
Phone Etiquette
Additional Information
- Habijax Home Restore: Volunteering at the store by opening boxes and assembling household items for purchase. Also assisted in organizing the store and merchandising.
- Clara White Mission: Volunteer work to help feed the less fortunate
Timeline
Associate of Science - Dental Hygiene
Florida State College At Jacksonville
08.2021 - Current
Customer Solutions Representative
Ally Financial
01.2019 - 04.2021
Collections Specialist/Team Leader
ERC
04.2017 - 01.2019
Assistant Manager
Cricket Wireless
06.2015 - 04.2017
Diploma W. Honors -
Edward H. White High School
08.2010 - 06.2014