Natalie Simmons
Senior Customer Success Manager
Bayville,NJ
Summary
Personable Customer Service professional offering experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
12
12
years of professional experience
Work History
Senior Team Manager
Concentrix
Fresno, CA
11.2014 - Current
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Evaluated employee performance on weekly basis and coached and trained 25-30 team members, increasing quality of work and employee motivation.
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Representative
Blooms Today
Gainesville, VA
02.2012 - 05.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Consultant
Verizon
Teaneck, NJ
02.2006 - 02.2008
- Developed and monitored account management processes, such as management inspections, reward and recognition and quality improvement.
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
Executive Assistant And Executive Secretary
Gibbs College
Livingston, NJOffice Technology
Union County College
Cranford, NJSkills
Microsoft Office
Good listening skills
Verbal and written communication
Organization and Time management
Conflict resolution
Interpersonal Communication
Risk Analysis And Management
Work Flow Planning
Team Building
Timeline
Senior Team Manager
Concentrix
11.2014 - Current
Customer Service Representative
Blooms Today
02.2012 - 05.2015
Consultant
Verizon
02.2006 - 02.2008
Executive Assistant And Executive Secretary
Gibbs College
Office Technology
Union County College