Nyesha Sims
Albany,GA
Summary
Detail-oriented and motivated professional with over five years of experience in customer service, claims processing, and technical support within fast-paced, high-volume environments. Proven ability to resolve complex issues, maintain accurate documentation, and ensure compliance with policies and procedures. Strong communicator with a track record of delivering exceptional customer experiences while managing competing priorities. Currently pursuing a Bachelor of Science in Human Resources Management, maintaining a 3.6 GPA, with a growing focus on employee relations, onboarding, and HR operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Seasonal Customer Service Agent
Foundever
03.2026 - Current
- Handle high-volume inbound calls, chats, and/or video interactions
- Assist customers with tax preparation using TurboTax
- Troubleshoot technical and account-related issues
- Explain basic tax concepts using provided tools and scripts
Customer Service Representative
Everise
10.2024 - 03.2026
- Oversaw high-volume inbound and outbound customer interactions via phone, chat, and email channels.
- Coordinated transportation scheduling for members, including booking, modifying, canceling, and tracking ride status in real time.
- Ensured compliance with program guidelines by providing accurate information on remaining ride benefits and eligibility.
- Executed updates and maintenance of customer account information with exceptional accuracy.
Claims Examiner
Firstsource Solutions
04.2022 - 10.2024
- Evaluated and processed insurance claims with precision, ensuring adherence to policy guidelines.
- Evaluated medical records and billing data to assess claim eligibility and ensure accurate payouts.
- Executed independent decision-making on claim approvals, denials, and settlements to enhance operational efficiency.
- Ensured adherence to productivity and quality standards in a fully remote, deadline-driven environment.
Customer Service Representative
Concentrix
04.2020 - 04.2022
- Facilitated inbound customer support via chat and email, adhering to call flow guidelines in preferred language.
- Facilitated efficient resolution of basic technical issues for customers.
- Oversaw document tracking processes and executed information retrieval from databases.
- Diversified product and service offerings to elevate customer experience.
- Enhanced customer experiences by delivering attentive service and fostering positive engagement.
Technical Support Representative
Teleperformance Call Center
08.2017 - 03.2020
- Delivered customer support across multiple channels, addressing billing, service, and technical issues.
- Enhanced customer satisfaction by providing efficient and empathetic service in dynamic environments.
- Executed structured call flows while tailoring responses to meet individual customer needs.
- Developed comprehensive product knowledge to enhance troubleshooting capabilities.
Education
Bachelor of Science - Human Resources Management
Southern New Hampshire University
Hooksett, NH04.2026
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution & Problem Solving
- Data Entry & Documentation Accuracy
- Claims Processing & Compliance
- Microsoft Office Suite (Word, Excel, Outlook)
- Multitasking in High-Volume Environments
- Professional Written & Verbal Communication
- Time Management & Organization
Accomplishments
- Exceeded performance metrics, including quality, productivity, and customer satisfaction
- Managed high-volume customer interactions with accuracy and professionalism
- Resolved complex issues, improving customer experience and retention
- Maintained compliance and accuracy in claims processing and documentation
- Handled sensitive information with professionalism and attention to detail
- Maintained a 3.6 GPA while pursuing a Bachelor of Science in Human Resources Management
Certification
- Associate Professional in Human Resources (aPHR) – In Progress
- Human Resources Management Certificate – Coursera
- Microsoft Excel Certification – In Progress
Timeline
Seasonal Customer Service Agent
Foundever
03.2026 - Current
Customer Service Representative
Everise
10.2024 - 03.2026
Claims Examiner
Firstsource Solutions
04.2022 - 10.2024
Customer Service Representative
Concentrix
04.2020 - 04.2022
Technical Support Representative
Teleperformance Call Center
08.2017 - 03.2020
Bachelor of Science - Human Resources Management
Southern New Hampshire University