Kimberly M. Simmons
Swansea,SC
Summary
Proven professional with extensive experience in healthcare and hospitality, notably at Charles Lea Center, where I enhanced patient independence and quality of life. Excelled in customer service and problem-solving, achieving high satisfaction rates. Skilled in data entry and patient care, I consistently deliver results by improving operational efficiencies and fostering client relations. Seeking a full-time position that provides professional challenges and allows utilization of strong interpersonal skills, excellent time management, and problem-solving abilities.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance USA
Remote
08.2024 - Current
- Implemented process improvements that reduced response times and increased customer engagement levels.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- Participated in training programs to enhance product knowledge and customer service skills.
Veterans Service Representative
American Income Life Insurance Company
01.2024 - 07.2024
- Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
- Increased accuracy in benefit determinations by thoroughly researching military records, medical documentation, and other relevant materials.
- Conducted in-person and telephone interviews with veterans and advocates to explain benefits and related programs.
- Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
- Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
- Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
- Prepared written appeals for claimants not satisfied with rating board decisions and presented arguments before hearing officers and federal government boards.
- Managed caseloads effectively by prioritizing tasks based on deadlines and complexity levels for optimal results.
- Participated in regular professional development trainings to stay informed on changes affecting veterans'' access to appropriate benefits and resources.
- Streamlined case management for quicker resolutions, utilizing strong organizational skills and attention to detail.
Home Health Aide
Charles Lea Center
01.2016 - 01.2024
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
Head Server
Huddle House
10.2010 - 12.2015
- Maintained a clean, safe, and welcoming environment through regular monitoring of dining areas and server stations.
- Increased restaurant revenue by upselling menu items and promoting daily specials.
- Monitored staff performance regularly, providing constructive feedback for continuous improvement in their roles as servers.
- Trained new servers to uphold company standards in customer service, food handling, and overall professionalism.
- Trained staff members on use of POS system.
- Resolved guest complaints, addressing issues promptly to foster a positive dining experience.
- Handled high-pressure situations with poise, ensuring a positive experience for both staff and customers.
- Modeled strategies to wait staff for delivering exceptional and friendly service to every guest, every time.
- Provided support to management in the development and implementation of new policies and procedures, ensuring consistency in service standards across the team.
- Contributed to the restaurant''s reputation for exceptional service by consistently receiving positive reviews from satisfied guests.
Front Desk Receptionist
Holiday Inn
04.2007 - 09.2010
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Crew Leader
McDonald’s
05.2002 - 04.2007
- Trained employees in time management and proper ways to complete job duties.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and promptly addressing potential hazards.
- Monitored team members to verify work quality and address concerns.
- Served as the primary point of contact between crew members and upper management, relaying important information as necessary.
- Provided ongoing training and support for new hires, ensuring they were well-equipped to perform their duties effectively.
- Boosted customer satisfaction by ensuring that all crew members provided high-quality service in line with company standards.
- Communicated effectively with upper management, team members, and customers to keep everyone informed.
Education
High School Diploma -
South Florence High School
Florence, SCSkills
- Patient Care
- Meal Preparation
- Personal Hygiene Assistance
- Feeding Assistance
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Money handling abilities
- Conflict Resolution
- Payment Processing
- Customer satisfaction measurement
- Client Relations
- Microsoft Outlook
- Order Processing
- Appointment Scheduling
- Customer Relationship Management (CRM)
- Staff Training
- De-Escalation Techniques
- Technical Support
- Live chat support
Certification
Additional emphasis, I am also a licensed health insurance agent.
Timeline
Customer Service Representative
Teleperformance USA
08.2024 - Current
Veterans Service Representative
American Income Life Insurance Company
01.2024 - 07.2024
Home Health Aide
Charles Lea Center
01.2016 - 01.2024
Head Server
Huddle House
10.2010 - 12.2015
Front Desk Receptionist
Holiday Inn
04.2007 - 09.2010
Crew Leader
McDonald’s
05.2002 - 04.2007
High School Diploma -
South Florence High School