Quintell Simpson
Smyrna,GA
Summary
Adept at multitasking in fast-paced environments to solve customer problems by developing and implementing successful solutions based on business requirements and customer needs. Looking to grow professionally alongside an expanding team.
Overview
21
21
years of professional experience
Work History
Customer Service Coordinator 1
Georgia Technology Authority
04.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answer constituents' calls and direct them to the correct agency for the services they need
- Make sure I am providing quality service to every caller
- Follow the proper procedure in making sure all questions are resolved
- Provide first call resolution.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Streamlined communication channels for increased efficiency and better customer service experience.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
Customer Service Coordinator III
Ryder Assist Now
08.2019 - 10.2023
- Confer with customers by telephone, obtain details of issue, research and identify needed information for customer
- Work to document all customer interactions and conversations via the case management system while upholding the quality standards of the department
- This will be inclusive of conversations, emails, or any communications that are made in reference to a particular inquiry or case
- Improve the quality and consistency of customer communications and ensure customer's expectations are met
- Follow all internal processes and procedures
- Make every attempt for first call resolution
- Provide great customer service to every caller.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Streamlined communication channels for increased efficiency and better customer service experience.
Customer Service Coordinator
RYDER
04.2017 - 06.2018
- Customer Service Coordinator, Handling of inbound and outbound calls to provide
- Customer service support on vehicle breakdowns, liaison between shops drivers and Dispatch and service providers
- Dispatching service, providing P.O
- Adhering to quality Standards and productivity
- Running various programs to provide fastest resolutions as Possible
- Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution.
Level II Tech Support Coordinator
Verizon Wireless
08.2003 - 12.2015
- Provide exceptional customer service and technical support for internal and external customers on how to set up/configure data and voice products
- Troubleshoot hardware and software issues and identify network/applications issues
- Verify provisioning and diagnose devices and Network issues via MTAS, ACSS, and MARS and identify network and software issues
- Trouble shooting for PC Operating systems MAC and Windows, VZAM Device Manager Configuration for
- 3G and 4G Data Devices, Smart Phones, and Basic equipment
- Use a trouble ticket system for tracking customer interactions and problem resolution
- Use various administrative department tools and on-line resources for customer resolution
- Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function
- Follow up with customers to ensure first call resolution and achieve and deliver 100% customer satisfaction.
Education
Business Management -
University Of Phoenix - Phoenix Online
01.2016
Skills
- Microsoft Windows XP
- Microsoft Vista
- Excel
- Power Point
- MTAS
- MARS
- Remedy
- Vision
- Net Ace
- Eroes
- Customer service excellence
- Quality Assurance
- Call flow maximization
- Invoice Verification
- Call center experience
- Complaint Handling
Timeline
Customer Service Coordinator 1
Georgia Technology Authority
04.2021 - Current
Customer Service Coordinator III
Ryder Assist Now
08.2019 - 10.2023
Customer Service Coordinator
RYDER
04.2017 - 06.2018
Level II Tech Support Coordinator
Verizon Wireless
08.2003 - 12.2015
Business Management -
University Of Phoenix - Phoenix Online