Jynasia Simmons
Houston,TX
Summary
Accomplished Customer Service Specialist with a proven track record at Concentrix, adept in problem-solving and customer support. Excelled in managing high call volumes and resolving complex issues, enhancing client satisfaction. Skilled in data entry and verbal communication, consistently achieving performance targets. Demonstrated leadership by mentoring new hires, significantly improving team efficiency and productivity.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Concentrix
02.2023 - 12.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Work From Home Agent
FEMA
12.2022 - 10.2024
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Achieved performance targets consistently by maintaining a strong work ethic and dedication to excellence in customer service.
- Participated in ongoing training sessions to stay current on industry trends, best practices, and company policies or procedures.
- Streamlined processes within the virtual workspace, improving productivity and efficiency among remote colleagues.
Customer Service Representative
Global Call Center Solutions
12.2020 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Spencer High School
Columbus GaAssociate Of Business Administration - Business Administration And Management
Houston Tech
Houston, TXSkills
- Problem-solving skills
- Customer support
- Data entry
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
Timeline
Call Center Representative
Concentrix
02.2023 - 12.2024
Work From Home Agent
FEMA
12.2022 - 10.2024
Customer Service Representative
Global Call Center Solutions
12.2020 - 02.2022
High School Diploma -
Spencer High School
Associate Of Business Administration - Business Administration And Management
Houston Tech
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