Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Keenan Simmons

Keenan Simmons

Stonecrest,GA

Summary

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.

Overview

32
32
years of professional experience

Work History

Customer Care Supervisor

Verizon
Elgin, SC
01.2022 - Current
  • Lead, Develop, Motivate a team within the Onboarding & Fulfillment organization
  • Strong understanding of Specialty - OneTalk / VPP segments
  • Provide weekly and monthly coaching for employees, with additional coaching as needed
  • Conduct weekly team huddles and other communications as needed
  • Daily review and understanding of team's performance
  • Monitor attendance and schedules and take appropriate actions
  • Submit and approve timesheets on a timely basis
  • Understanding of ACSS and Business 360, to assist team members with side by side reviews, coaching and if needed, corrective action
  • Researching and resolving customer billing inquiries and discrepancies and communicating results to our customers

Acting Customer Service Supervisor

Verizon Wireless
07.2021 - 12.2021
  • Lead, Develop, Motivate a team within the Onboarding & Fulfillment organization
  • Strong understanding of Specialty - OneTalk / VPP segments
  • Provide weekly and monthly coaching for employees, with additional coaching as needed
  • Conduct weekly team huddles and other communications as needed
  • Daily review and understanding of team's performance
  • Monitor attendance and schedules and take appropriate actions
  • Submit and approve timesheets on a timely basis
  • Understanding of ACSS and Business 360, to assist team members with side by side reviews, coaching and if needed, corrective action
  • Researching and resolving customer billing inquiries and discrepancies and communicating results to our customers

NEE Support Coach

Verizon Wireless
10.2020 - 01.2021
  • Real time Coaching for New Hire Reps
  • Lead Huddles and Team Meetings
  • Service Coaching and Goal Check ins
  • Document behaviors of new hires through call review and create resolutions to meet performance goals
  • Create and present ETE trainings for New hires

Support Coordinator

Verizon Wireless
03.2020 - 09.2020
  • Maintained a positive and supportive attitude and willingness to help peers and customers
  • Resolved escalated customer calls from our front-line team members, using knowledge, skill, and empathy to find the right comprehensive solution for each customer and repair the brand
  • Assisted with help calls from employees seeking assistance with transactions and approvals (Other Charges & Credits, Manual Equipment Discount, Manual Accessory Discount, promotion fallout, etc)
  • Served as consultative support to front line reps for positioning, out of the box solutions, and offered assistance locating or using resources & tools

Customer Care Pro

Verizon Wireless
04.2019 - 03.2020
  • Build relationships with new customers, repeat callers and customers wanting to disconnect services
  • Inspect each account received with detail in order to provide better resolutions for our customer's concern
  • Introduce new customers to all that Verizon has to offer to include all self serve options
  • In the absence of first line supervisor, conduct huddles and uplift peer morale

Customer Care Advocate

Verizon Wireless
03.2018 - 04.2019
  • Answer customer calls and actively listening to identify their issues
  • Build customer relationships, earning their loyalty and trust
  • Troubleshooting problems and resolving a range of customer issues from device, to billing, to service concerns
  • Generating excitement for new solutions and products that can enhance their experience
  • Served as POC in absence of first line supervisor
  • Peer to peer coaching and development
  • Follow up calls with customers who had a negative customer experience

Inside Sales Representative

Verizon Wireless
02.2017 - 03.2018
  • Listening to customers' needs and making appropriate recommendations
  • Promoted our products and services
  • Communicated the value of our offerings
  • Establish commitments from new wireless customers
  • Lead huddles in absence of first line supervisor
  • Assisted in creative design in presenting promotions for new and existing customers

Inbound Sales Rep/Direct Sales

Charter Communications
09.2014 - 09.2016
  • Inbound calls for Spectrum Services
  • Follow Call-flow
  • Educate and motivate callers with Charter services and turned them into customers
  • Assist customer with non-sales concerns
  • Keep and maintain Charter guidelines and expectation
  • Review 400 line Sales leads
  • Door to door sales to potential customers
  • Knowledge of Company features and benefits to add value for customer
  • Manage process from initial contact to installation of product

Life Coach

Dream Ladders
Greenwood, SC
05.2014 - 03.2016
  • Provided guidance on how to make decisions around career choices, relationships, and other life changes.
  • Assisted clients with developing problem solving skills to manage difficult situations.
  • Developed and implemented individualized life coaching plans for clients.
  • Facilitated group workshops to help individuals identify and achieve their goals.
  • Conducted one-on-one sessions with clients to discuss progress towards goals and strategies for improvement.
  • Provided emotional support during times of crisis or transition in order to facilitate healing processes.

QA Liaison/Shift lead

Casugel
10.2009 - 08.2014
  • Conduct routine and non-routine analyses of in-process materials, raw materials, environmental samples, finished goods, or stability samples
  • Complete documentation needed to support testing procedures including data capture forms, equipment logbooks, or inventory forms
  • Identify quality problems and recommend solutions
  • Investigate or report questionable test results
  • Participate in out-of-specification and failure investigations and recommend corrective actions

BVoIP Manager

Sykes Enterprises
11.2006 - 09.2009
  • Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation
  • Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes
  • Explain products or services and prices, and answer questions from customers
  • Obtain customer information such as name, address, and payment method, and enter orders into computers
  • Adjust sales scripts to better target the needs and interests of specific individuals
  • Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations

Supervisor

Fuji Photo Film
09.1997 - 11.2006
  • Enforce safety and clean room regulations
  • Direct and coordinate the activities of employees engaged in the production or processing of goods, such as inspectors, machine setters, and fabricators
  • Calibrated with other supervisors to coordinate operations and activities within or between departments
  • Plan and establish work schedules, assignments, and production sequences to meet production goals
  • Inspect materials, products, or equipment to detect defects or malfunctions
  • Observe work and monitor gauges, dials, and other indicators to ensure that operators conform to production or processing standards
  • Conduct employee training in equipment operations or work and safety procedures, or assign employee training to experienced workers
  • Keep records of employees' attendance and hours worked
  • Read and analyze charts, work orders, production schedules, and other records and reports to determine production requirements and to evaluate current production estimates and outputs
  • Partnered with management or subordinates to resolve worker problems, complaints, or grievances
  • Set up and adjust machines and equipment
  • Recommend or implement measures to motivate employees and to improve production methods, equipment performance, product quality, or efficiency

Logistics Specialist

US Army
06.1992 - 08.1997
  • Provide logistics technology or information for effective and efficient support of product, equipment, or system manufacturing or service
  • Evaluate the use of inventory tracking technology, Web-based warehousing software, or intelligent conveyor systems to maximize plant or distribution center efficiency
  • Analyze or interpret logistics data involving customer service, forecasting, procurement, manufacturing, inventory, transportation, or warehousing
  • Prepare or validate documentation on automated logistics or maintenance-data reporting or management information systems
  • Identify cost-reduction or process-improvement logistic opportunities
  • Evaluate the use of technologies, such as global positioning systems (GPS), radio-frequency identification (RFID), route navigation software, or satellite linkup systems, to improve transportation efficiency

Education

Associate's Degree - Business Management

Piedmont Technical College

High School (HS) or General Equivalency Diploma (GED) or Secondary Level -

Unidentified_At_Conversion_Country_Not_Known

Skills

  • Customer Service
  • Coaching
  • Sales
  • Call Center
  • Cross-Functional Team Leadership
  • Customer Experience (CX)
  • Customer Retentions
  • Customer Satisfaction
  • Customer Success
  • Documentations
  • Employee Engagement
  • Leadership
  • Listening
  • Management Reporting
  • Marketing
  • Negotiation
  • Online Trainings
  • Oral Communications
  • Performance
  • Performance Management (PM)
  • Performance Metrics
  • Process Improvements
  • Revenue Growth
  • Troubleshooting
  • Work Performance
  • Policy Implementation
  • Staff Oversight
  • Escalation support
  • Operations Management
  • Training programs
  • Proficient in [Software]
  • Performance Improvement

Affiliations

  • Non Profit work to keep children headed for success.
  • Community charity work helping families succeed
  • 2015 Honored for preparing the most children for back to school.

Timeline

Customer Care Supervisor

Verizon
01.2022 - Current

Acting Customer Service Supervisor

Verizon Wireless
07.2021 - 12.2021

NEE Support Coach

Verizon Wireless
10.2020 - 01.2021

Support Coordinator

Verizon Wireless
03.2020 - 09.2020

Customer Care Pro

Verizon Wireless
04.2019 - 03.2020

Customer Care Advocate

Verizon Wireless
03.2018 - 04.2019

Inside Sales Representative

Verizon Wireless
02.2017 - 03.2018

Inbound Sales Rep/Direct Sales

Charter Communications
09.2014 - 09.2016

Life Coach

Dream Ladders
05.2014 - 03.2016

QA Liaison/Shift lead

Casugel
10.2009 - 08.2014

BVoIP Manager

Sykes Enterprises
11.2006 - 09.2009

Supervisor

Fuji Photo Film
09.1997 - 11.2006

Logistics Specialist

US Army
06.1992 - 08.1997

Associate's Degree - Business Management

Piedmont Technical College

High School (HS) or General Equivalency Diploma (GED) or Secondary Level -

Unidentified_At_Conversion_Country_Not_Known
Keenan Simmons