Mary Sims
Las Vegas
Overview
1
1
Language
22
22
years of professional experience
Work History
Customer Service
NYU Langone
05.2025 - 04.2026
- Provided exceptional customer service to ensure repeat business.
- Resolved customer service issues quickly and effectively.
- Responded promptly to any escalated customer service issues.
- Worked with patients and third-party agents (pharmacy techs, home health care, doctors’ offices) to schedule appointments with various practices in New York and Florida.
Tutor
Private LV Tutors
01.2024 - 07.2024
- Facilitated one-on-one tutoring sessions to enhance subject comprehension and build academic skills.
- Developed customized lesson plans for diverse student needs and learning styles.
- Designed engaging activities to enhance students' interest in learning materials.
- Collaborated with parents to share updates on student performance and develop tailored support strategies.
- Mentored girls in group homes across the city, fostering personal and academic growth.
Dispatcher
Ideal Services
01.2021 - 08.2021
- Coordinated daily schedules to ensure timely transportation and service delivery.
- Monitored vehicle locations using GPS tracking systems.
- Took calls, routed calls to technicians (plumbers, electricians, and HVAC techs) to jobs around the valley.
- Partnered with warranty companies to expedite customer service requests.
- Responded to customer inquiries and resolved service issues promptly.
- Trained new dispatchers on operational procedures and software use.
- Collaborated with team members to enhance routing efficiency and reduce delays.
Tech Support
Sykes/Sony
01.2015 - 01.2017
- Provided technical support for PlayStation products in customer service and chat departments, enhancing customer experience.
- Developed solution that streamlined resolution of technical errors for customers, adopted by Sony for broader training initiatives.
- Acted as Floor Walker, gaining insights from training with multiple Chat Supervisors to improve support processes.
- Contributed to the elite team of specialists during the rollout of a new Salesforce program at Sony.
Retention, Customer Service, Tech Support
Sykes & Western Wireless
01.2004 - 01.2009
- Managed billing inquiries and provided tailored service solutions, including new phones and promotional discounts, enhancing customer satisfaction.
- Collaborated with customers to identify and implement solutions that reduced service cancellations.
- Resolved technical issues for customers by guiding them through solutions for their cellular phones and applications.
- Also, worked on sales and billing with the business customer depts.
Education
TEFL Certification -
Business TEFL
Inverness, United Kingdom01-2023
Bachelor’s - English
American Public University
Charles Town, WV01-2021
Master’s - Military History
American Public University
Charles Town, WV01-2020
Bachelor’s - Military History
American Public University
Charles Town, WVSkills
- Customer support
- Customer service excellence
- Bilingual communication
- Retention strategies
- Schedule coordination
- Appointment scheduling
- Data entry
- IT support
- Problem Solving
- Teamwork
- Adaptability to change
- Conflict resolution
- Time management
- Creativity
- Healthcare service
- Client relationship management
- Communication skills
Languages
Portuguese
Limited
Timeline
Customer Service
NYU Langone
05.2025 - 04.2026
Tutor
Private LV Tutors
01.2024 - 07.2024
Dispatcher
Ideal Services
01.2021 - 08.2021
Tech Support
Sykes/Sony
01.2015 - 01.2017
Retention, Customer Service, Tech Support
Sykes & Western Wireless
01.2004 - 01.2009
TEFL Certification -
Business TEFL
Bachelor’s - English
American Public University
Master’s - Military History
American Public University
Bachelor’s - Military History
American Public University