Summary
Overview
Work History
Education
Skills
Timeline
Generic

John Simmons

Kingsville,TX

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

18
18
years of professional experience

Work History

Advanced Care Specialist

COMCAST
10.2023 - 08.2024
  • Company Overview: (Xfinity)
  • Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Elicits and records customer information and inquiries using a computerized system.
  • Stays up-to-date with current and emerging communications and entertainment technologies for both the Company and its competition.
  • Recognizes, conveys, promotes and sells products and service value. Articulates our competitive advantage.
  • Maintains excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
  • Demonstrates closing techniques consistently, repeatedly and in a timely manner.
  • Demonstrates the ability to establish and maintain effective relationships with customers delivering the Comcast Quality Experience (CQE). Acts as an Ambassador for Comcast by building rapport with the customer, supporting, reassuring and educating the customer throughout the call.
  • Promotes and recommends Comcast products and services based on a logical relationship to the customer's needs and interests. Enters and confirms sales when appropriate.
  • Supports Other lines of business as call volume dictates. Interacts and communicates collaboratively within the sales group and other groups, as appropriate, to provide a quality customer experience.
  • Achieves overall performance goals of the organization.
  • Attends training as required. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • (Xfinity)

IT Associate (Cox Auto)

SUTHERLAND GLOBAL
07.2021 - 08.2023
  • Providing support for clients by troubleshooting, working with various technologies, and interacting with individuals from diverse backgrounds daily.
  • Aid clients in overcoming technology challenges through support and education, delivering exceptional IT support experiences while safeguarding our clientele against ever-growing cyber security threats.
  • Effortlessly engage with callers, actively listen, analyze their software, and isolate issues.
  • Comfortably navigate multiple applications to research solutions. Multitask in systems while patiently supplying step-by-step instructions.
  • Calmly supply conflict resolution and navigate frustrated customer situations.

Customer Experience Specialist & Trainer

CALLING SOLUTIONS
03.2013 - 02.2021
  • Take ownership of calls and emails routed to account recovery for delinquent accounts and/or ones soon to be their way to collections.
  • Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and kept a 97% customer satisfaction survey rating.
  • Supply customer retention incentives to clients in the form of promotional discount codes and other compensation such as upgraded trial accounts.
  • Communicate via email the completion of paperwork with detailed reports about incidents and/or discrepancies to management and leadership.
  • Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets.
  • Functioned as a liaison for cross-functional business units during team training, calibration sessions, and leadership meetings.

Human Resources Asst.

APAC TELESERVICES
03.2006 - 11.2010
  • Consult on projects related to the organization's compensation and benefits, recruitment, training, organizational development, and employee relations programs.
  • Counsel employees on career development, potential problems, and day-to-day inquiries on any HR related matters.
  • Respond to inquiries and HR-related questions in areas of payroll, compensation, benefits, policy, etc. within the established period for service.
  • Supply strategic Workforce Planning and Utilization (talent acquisition, de-staffing, forecasting, etc.)
  • Serve as a key primary point of contact for first intake for employees seeking guidance on all human resource issues and inquiries.
  • Train and guide lead agents in interviewing, hiring, ending, promoting, performance reviewing, safety, and sexual harassment policies.

Education

High School Diploma -

H. M. King High School
Kingsville, TX
06-1997

Some College (No Degree) -

Texas A & M University
Kingsville, TX

Skills

  • Organizational skills
  • Customer service
  • Effective communication
  • Teamwork and collaboration
  • Attention to detail
  • Workflow optimization
  • Process improvement
  • Calendar management
  • Client relationship building

Timeline

Advanced Care Specialist

COMCAST
10.2023 - 08.2024

IT Associate (Cox Auto)

SUTHERLAND GLOBAL
07.2021 - 08.2023

Customer Experience Specialist & Trainer

CALLING SOLUTIONS
03.2013 - 02.2021

Human Resources Asst.

APAC TELESERVICES
03.2006 - 11.2010

High School Diploma -

H. M. King High School

Some College (No Degree) -

Texas A & M University

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