Katie Simmons
Decatur,IL
Summary
Dedicated customer service representative with proven expertise in conflict resolution and customer relationship management. Committed to enhancing customer satisfaction through effective communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Ameren Illinois
Decatur, IL
01.2024 - 10.2024
- Assisted customers with inquiries about billing and account management.
- Processed service requests and resolved customer issues efficiently.
- Utilized CRM software to track customer interactions and feedback.
- Educated customers on energy-saving programs, enhancing their understanding of available services.
- Collaborated with team members to enhance customer service strategies.
- Managed high-volume call traffic, ensuring professionalism and customer satisfaction.
- Escalated complex issues to senior representatives for resolution.
- Maintained accurate records of customer communications and transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer issues with knowledgeable, friendly service, contributing to high levels of customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Gathered customer feedback through surveys and used the data to improve customer service.
Correctional Officer
Illinois Department Of Corrections
Decatur, Illinois
11.2018 - 10.2023
- Supervised inmate activities and ensured compliance with facility rules.
- Conducted regular safety inspections to maintain a secure environment.
- Managed inmate records and documentation to support accurate tracking and improve operational efficiency.
- Responded to incidents and emergencies following established protocols.
- Trained new officers on policies, procedures, and safety measures to enhance team readiness and ensure compliance.
- Facilitated communication between inmates and staff to resolve conflicts, promoting a safer and more cooperative facility environment.
- Monitored facility operations to detect and address security breaches.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Inspected cells and conducted random searches of common areas.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Employed de-escalation techniques, verbal commands, and physical and mechanical restraints to address unruly inmates.
- Detected potential threats and quickly defused conflicts.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct, and signs of conflict.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
- Maintained clear and open communications with facility areas to support safe operations.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
- Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
- Applied non-violent response tools and physical restraint during problematic situations.
- Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
- Transported prisoners between facilities or court hearings using secure vehicles equipped with restraints.
- Administered first aid due to injuries or illnesses sustained by inmates under supervision.
- Received property from incoming inmates, provided receipts and inspected items for contraband.
- Oversaw public areas and grounds to verify cleanliness and inmate safety.
- Supervised offender work assignments and evaluated performance for compliance with standard regulations.
- Directed visitor sign-in, documenting processes, and completing appropriate visitation logs.
- Provided first response medical care in emergency situations until professional medical staff could take over.
- Managed conflict and negotiated resolutions between inmates to prevent violence and ensure the safety of all individuals in the facility.
- Operated security control systems to monitor entrances, exits, and movement within the facility.
- Conducted headcounts to ensure that all inmates were accounted for.
- Participated in the development and implementation of escape prevention plans and emergency evacuation procedures.
- Enforced institutional policies and procedures to maintain order and security within the correctional facility.
- Inspected locks, window bars, doors, and security systems to support escape prevention.
- Guarded facility entrances to screen visitors.
- Conducted fire, safety and sanitation inspections.
- Reported on quality of inmate work and violations committed by prisoners.
Education
CNA -
LAKELAND COLLEGE
Mattoon, IL03-2015
GED -
LAKELAND COLLEGE
Mattoon, IL02-2012
Skills
- Customer service
- Customer relationship management
- CRM software utilization
- Call center operations
- Live chat support
- Call handling
- Billing management
- Follow-up skills
- Technical support
- Communication skills
- Verbal communication
- Team collaboration
- Problem solving
- Time management
- Task prioritization
- Multitasking and organization
- Satisfaction assessment
- Conflict resolution
- Complaint resolution
- Empathy and patience
- Stress management
- Active listening
- Negotiation skills
- Tactful and diplomatic
- Creative solutions
- Documentation
- Microsoft office expertise
- Microsoft Excel
- Calendaring
- Critical thinking
- Reading comprehension
- Grammar
- Positive and professional
- Complaint resolution
- Positive and professional
References
References available upon request.
Timeline
Customer Service Representative
Ameren Illinois
01.2024 - 10.2024
Correctional Officer
Illinois Department Of Corrections
11.2018 - 10.2023
CNA -
LAKELAND COLLEGE
GED -
LAKELAND COLLEGE