Joann Sims
Urbandale,IA
Summary
Service-focused customer service representative bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate website systems. Effective at operating within time regulations and kpi department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Diligent CSR skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Lowe’s
West Des Moines, IA
10.2022 - Current
- Skilled at working independently and collaboratively in a team environment.
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Self-motivated, with a strong sense of personal responsibility.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proven ability to learn quickly and adapt to new situations.
- Strengthened communication skills through regular interactions with others.
- Identified issues, analyzed information and provided solutions to problems.
CSR
AMBA
Urbandale, IA
04.2017 - 11.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Take payments of renewal policies.
- Taking information to add more services to the policy.
Night Assistant
QuikTrip
Urbandale, IA
09.2012 - 10.2017
- Trained team members in successful strategies to meet operational and sales targets.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
PSR
Avadyne Health
Urbandale, IA
03.2016 - 04.2017
- Assisted patients in adding medical insurance information.
- Took copayments and compiled daily financial records.
- Used Software to schedule payments .
- Balanced deposits and credit card payments each day.
Home Department Manager: Paint, Flooring, Cashier
Home Depot
Ankeny, IA
06.2006 - 09.2015
- Reviewed weekly sales ads and monitored price changes.
- Completed inventory counts and ordered merchandise.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
Education
Bachelor Of Science - Anesthesiologist Assistance
University of Phoenix
Tempe, AZ01.2025
Diploma - General Studies
Clayton Ridge High School
Guttenberg, IA05.1998
Skills
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Customer Account Management
- Call Documentation
- Order and Refund Processing
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Understanding Customer Needs
- Issue and Complaint Resolution
- PCI (Payment Card Industry)
- Microsoft Exchange
- Call Transfers
- Microsoft Access
- Microsoft Excel
- Reading Comprehension
- Cash Register Operations
- Social Perceptiveness
- Answering Customer Questions
- Credit Card Payment Processing
- Active Listening
- Microsoft Internet Explorer
- Inbound and Outbound Calling
- Information Inputting
- Time Management
- ADP Workforce Now
- Microsoft Windows
- Microsoft Office
- Microsoft Outlook
- Teller Transactions
- Customer Service and Assistance
- Electronic Information Systems
- Telephone Management
- Correcting Discrepancies
- Customer Inquiry Response
- Inquiry Requests
- Strong Analytical and Problem-Solving Skills
- Recommending Solutions
- Answering Emails
- Proficiency in Microsoft Office and G Suite
- Speaking
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
I had been put on the level of a lead by answering and training other employees.
Within the department
Timeline
Customer Service Specialist
Lowe’s
10.2022 - Current
CSR
AMBA
04.2017 - 11.2022
PSR
Avadyne Health
03.2016 - 04.2017
Night Assistant
QuikTrip
09.2012 - 10.2017
Home Department Manager: Paint, Flooring, Cashier
Home Depot
06.2006 - 09.2015
Bachelor Of Science - Anesthesiologist Assistance
University of Phoenix
Diploma - General Studies
Clayton Ridge High School
Similar Profiles
Tessa NouchiTessa Nouchi
Part Time Customer Service Associate at Lowe’sPart Time Customer Service Associate at Lowe’s
Justin ColvinJustin Colvin
Sales Associate – Building Materials at Lowe’sSales Associate – Building Materials at Lowe’s
Dylan HuynhDylan Huynh
Merchandising Associate at Lowe’sMerchandising Associate at Lowe’s
Justin TapiaJustin Tapia
Customer Service Associate (Tools/Hardware) at Lowe’sCustomer Service Associate (Tools/Hardware) at Lowe’s
Michael SmithMichael Smith
Leadman at Martin MariettaLeadman at Martin Marietta