ShaKilra Simmons
Houston,TX
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Whirlpool Call Center
03.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Work on projects within Whirlpool that brings process improvement.
- Attend meeting and training to enhance knowledge
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Customer Care Representative (CCR)
Harris County Toll Road Authority
07.2022 - 03.2023
- Assist customers with making payments
- Assist customers with setting up new accounts
- Assist customers with retrieving EZ Tags after account is paid up to current.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Retention Specialist
Comcast Service Center
01.2017 - 07.2022
- Identify the needs of the entire family for the full usage of Xfinity products
- Review, update and input changes to customer accounts
- Manage high call volume of customers with friendly, confident and patient posture.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Collaborated with sales and marketing teams to develop targeted campaigns for customer segments.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Streamlined internal processes for better efficiency in handling customer inquiries and complaints.
- Increased team productivity by providing training on best practices for retaining customers.
UPS Supply Chain Solutions, Dispatcher
IBM Monitor
08.2016 - 12.2016
- Dispatch jobs to independent contractors
- Monitor all IBM accounts
- Maintain OBT and POD's in a timely manner.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Customer Service Rep
Xerox
06.2015 - 08.2016
- Handles customer insurance claims and transfer calls that requires more assistance
- Works under high call volume
- Extremely knowledgeable on computer productivity software
- Handles PA's for doctor offices and insurance companies
- Input call data into the companies' database and generate reports for management.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Hinds Community College
01.2014
McComb High School
05.2011
Skills
- First Call Resolution
- Customer Service
- Database Research
- Data Entry
- Complaint Handling
- Product Education
- Customer Relationship Management
- Conflict Mediation
- Call Center Experience
- CRM Software
- Inbound Customer Service
- Brand Representation
Additional Information
Ambitious professional who is passionate about excelling in the Customer Service/Sales workforce and possesses the energy and motivation to acquire knowledge, exceed expectations, and advance professionally. Extremely focused and results oriented individual with excellent interpersonal, communication, and problem-solving skills and the ability to drive organizational and leadership effectiveness to continuously improve key processes required to achieve business goals. Capabilities include (but not limited to): Computer Operations -Problem Solving -Customer Service & Relations -Typing (45-50 wpm) - Management & Leadership -Detailed Oriented -10-key by touch (20,000 ksph) -Strong Organizational skills -Excellent communication skills
Timeline
Customer Care Representative
Whirlpool Call Center
03.2023 - Current
Customer Care Representative (CCR)
Harris County Toll Road Authority
07.2022 - 03.2023
Retention Specialist
Comcast Service Center
01.2017 - 07.2022
UPS Supply Chain Solutions, Dispatcher
IBM Monitor
08.2016 - 12.2016
Customer Service Rep
Xerox
06.2015 - 08.2016
Hinds Community College
McComb High School
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