Miari Simms
Greensboro,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Lead
Alorica
07.2023 - 10.2023
- Mentored new and existing team members to strengthen performance and job expertise.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Greeted customers and listened closely to problems described to determine solutions.
Customer Service Representative
Teletech At Home
01.2023 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Specialist
Adapt Health
10.2021 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took pertinent information such as addresses and phone numbers to place orders.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Barista
Starbucks
11.2018 - 07.2020
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
Customer Service Representative
Ralph Lauren
10.2019 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Care Representative
FirstPoint Resources
08.2018 - 11.2018
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
Assembly Line Production Worker
Ecolab
11.2016 - 01.2017
- Followed protocols to enhance protection and maintain safe work environment.
- Performed visual and functional inspection of components to determine quality and identify defects.
- Used established assembly instructions to complete jobs quickly, accurately, and with zero errors.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Boxed, labeled, and transported items to support assembly operations.
- Assisted quality assurance by inspecting items and removing defective parts.
Cashier
Carter Brothers Barbecue And Ribs
03.2016 - 07.2016
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
Embroidery Machine Operator
Adecco Staffing
09.2015 - 01.2016
- Operated computerized embroidery machine to complete work to order specification.
- Calibrated machine settings for stitch length, tension and spacing to optimize efficiency.
- Designed proof sample to submit to client for approval.
- Determined size and thread requirement to load machine bobbins.
- Identified material type to coincide with embroidery preference.
- Tracked and restocked production supply and inventory of thread and material.
- Executed installation of embroidery hoops and apparatus to hold fabric tight.
- Collaborated with supervisor to obtain special instructions on work patterns and new designs.
- Observed operation to align stitching and monitor for malfunction.
Human Resources Specialist (42A)
US Army
09.2012 - 07.2015
- Maximized team knowledge and productivity by training, monitoring, and directing employees in application of best practices and regulatory protocols.
- Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures.
- Liaised between management and employees to deliver conflict resolution, alleviate problems, and interpret compensation and benefits policies.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Completed human resource operational requirements by scheduling and assigning employees.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
Crew Member
McDonald's
11.2011 - 09.2012
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Assisted other team members to achieve goals.
- Trained new team members on procedures, customer service, and sales techniques.
Education
High School Diploma -
T W Andrews High School
High Point, NC06.2008
Skills
- Status Updates
- Order Management
- Product Location
- Training Material Updates
- Administrative Duties
- Inventory Control
- Company Branding
- Quality Assurance
- Telephone Etiquette
- Payment Processing
- Department Operations
- Interpersonal Communications
- Account Management
- Research and Analysis
- Cash Handling
- Customer Relations
- Client Engagement
- Team Training and Development
- Customer Complaint Resolution
Timeline
Customer Service Lead
Alorica
07.2023 - 10.2023
Customer Service Representative
Teletech At Home
01.2023 - 03.2023
Customer Service Specialist
Adapt Health
10.2021 - 03.2022
Customer Service Representative
Ralph Lauren
10.2019 - 12.2019
Barista
Starbucks
11.2018 - 07.2020
Customer Care Representative
FirstPoint Resources
08.2018 - 11.2018
Assembly Line Production Worker
Ecolab
11.2016 - 01.2017
Cashier
Carter Brothers Barbecue And Ribs
03.2016 - 07.2016
Embroidery Machine Operator
Adecco Staffing
09.2015 - 01.2016
Human Resources Specialist (42A)
US Army
09.2012 - 07.2015
Crew Member
McDonald's
11.2011 - 09.2012
High School Diploma -
T W Andrews High School
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