Karla Simpson
Las Vegas
Summary
Experienced customer care brings 30+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Child Care Provider
Stat of Nevada/Urban League
02.2023 - Current
- Developed strong relationships with families, providing regular updates on child progress and establishing trust.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Developed age-appropriate activities and crafts to engage children.
- Maintained clean facilities by following sanitation protocols, ensuring a healthy environment for all children.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
- Administered first aid when needed, adhering to established protocols to ensure child safety and wellbeing.
- Supported emotional well-being by addressing individual needs and providing a nurturing environment for growth.
- Ensured child safety through vigilant supervision, maintaining proper ratios during indoor and outdoor activities.
- Introduced children to educational games and activities to boost learning.
CUSTOMER CARE REPRESENTATIVE
AAA Life Insurance
11.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted members with Policy information and coverage.
- Processed loan request
- Processed duplicate policies.
- Submitted Claims
- Web Support
- Logged call information and solutions provided into internal database.
- Processed/updated payment information.
CUSTOMER CARE REPRESENTATIVE
Sitel
06.2019 - 10.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Replaced lost/stolen debit cards.
- Ordered Teller/Cashiers Checks
- Stop Payments
- Bank Statements
- Travel Notification
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
CUSTOMER SERVICE REPRESENTATIVE
Express Scripts
09.2009 - 03.2019
- 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.
- Assisted callers with refilling mail order prescriptions.
- Reviewing prescription plan/plans
- Assisted with lost/stolen medication replacements
- Assisted with temporary supplies of medications.
Education
No Degree - Business Administration
Davonport College
GED - undefined
Territorial High School
Battle Creek, Michigan01.1989
Skills
- Typing 46wpm
- Salesforce
- Verint
- Kronos
- Microsoft Teams
- MS Office
- Data Entry
- Active Listening
- Multitasking Abilities
- Organization and Time Management
- Attention to Detail
Certification
CPR
Timeline
Child Care Provider
Stat of Nevada/Urban League
02.2023 - Current
CUSTOMER CARE REPRESENTATIVE
AAA Life Insurance
11.2021 - Current
CUSTOMER CARE REPRESENTATIVE
Sitel
06.2019 - 10.2021
CUSTOMER SERVICE REPRESENTATIVE
Express Scripts
09.2009 - 03.2019
No Degree - Business Administration
Davonport College
GED - undefined
Territorial High School
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