NIESHA SIMS
Canton
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
2008
2008
years of post-secondary education
Work History
Customer Service Representative
Allstate
Canton
01.2023 - 02.2026
- Provide remote-style, multi-channel support by responding to customer questions and concerns via phone, email, and chat while maintaining a professional, empathetic tone.
- Resolve account and service issues by gathering details, verifying information, and applying policy-based solutions to reduce repeat contacts and improve customer outcomes.
- Use strong de-escalation and service recovery techniques to handle difficult interactions and protect the customer relationship.
- Document all interactions accurately in internal systems, including actions taken, outcomes, and next steps for clear follow-up and continuity.
- Manage multiple tasks and queues efficiently while meeting daily productivity and quality expectations (timeliness, accuracy, and professionalism).
- Identify recurring customer issues and share feedback with the team to support process improvement and improved customer experience.
- Assisted customers with policy inquiries and claims processing.
Customer Service Representative
Terminix
Brandon
01.2024 - 10.2024
- Handled customer complaints, service questions, and scheduling support while maintaining courteous, solution-focused communication.
- Provided clear explanations of services and next steps; set expectations and confirmed understanding to improve satisfaction.
- Accurately updated customer information and interaction notes to maintain clean records and support follow-through.
- Applied problem-solving skills to address service concerns and escalated cases appropriately when needed.
- Supported team goals by balancing call handling, follow-ups, and documentation with strong attention to detail.
Customer Service Representative
Novitas
Jacksonville
10.2016 - 09.2023
- Delivered consistent customer support while meeting daily quotas and maintaining a quality-first approach.
- Used active listening to clarify needs, reduce misunderstandings, and improve first-contact resolution.
- Maintained call logs and documentation for incoming and outgoing requests; ensured accuracy and completeness of records.
- Monitored performance metrics such as call volume, wait times, and resolution times to stay on target.
- Participated in team meetings and shared ideas to improve the overall quality of customer service and workflow efficiency.
- Educated clients on insurance products and coverage options available.
Education
High School Diploma -
Canton High
Canton, MSSkills
- Remote Customer Support
- Data Entry
- Escalation Management
- Call Center Operations
- High-Volume Call Handling
- Quality Assurance
- Attention to Detail
- De-escalation
- Conflict Resolution
- Complaint Management
- Time Management
- Multitasking
- Troubleshooting
- Customer Retention
- Relationship Building
- Service Upselling
- Knowledge bases
- Active listening
- Verbal communication
- Problem solving
Tools Systems
- CRM/ticketing systems
- Call routing/phone systems
- Knowledge bases
- Microsoft Office/Google Workspace
- Video meetings (Zoom/Teams)
Timeline
Customer Service Representative
Terminix
01.2024 - 10.2024
Customer Service Representative
Allstate
01.2023 - 02.2026
Customer Service Representative
Novitas
10.2016 - 09.2023
High School Diploma -
Canton High