Summary
Overview
Work History
Education
Skills
Timeline
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Shavonne Simms

Upper Marlboro,MD

Summary

An energetic, detail-oriented customer-focused professional with over 15 years experience who is known for offering one-of-a-kind, individualized service while maintaining consistently high levels of customer satisfaction. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Strives to meet all client expectations in fast-paced, virtual situations by following defined policies and practices. Extensive experience in establishing a productive, well organized atmosphere; excels at devoting time to providing top-notch client assistance, resolving difficulties, and cultivating relationships to ensure loyalty and growth. Exceptional organizational and administrative skills, as well as a commitment to complete client satisfaction.

Overview

23
23
years of professional experience

Work History

Customer Success Manager - Remote

Iron Mountain
04.2022 - 06.2023
  • Delivered high-quality customer assistance through email support platform, assuring top-tier service in order to maintain business development
  • Resolved client issues and improve service levels by utilizing problem-solving skills.
  • Assisted sales team with high volume book of business of over 1500 customers.
  • Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue.
  • Save accounts at risk and defining possible solutions to customer issues to lead to retention.
  • Manage outstanding account balances of customers in collaboration with accounting team.
  • Created customer support strategies to increase customer retention.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Collaborated with sales and product teams to address customer success objectives.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Service Representative

Iron Mountain
07.2006 - 04.2022
  • Excellent communication/telephone skills.
  • Responsible for providing superior customer service through coordination, monitoring, control and resolution of escalated customer issues for all service lines.
  • Responsible for day-to-day processing of clients' time sensitive information. Identifies and facilitates resolution of any customer issues that are roadblocks to customer satisfaction.
  • Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issues and ensure follow through until closure and complete customer satisfaction.
  • Facilitate customer ad-hoc requests such as reports, audits, tours and analysis.
  • Primary liaison between Ops/Transportation departments to ensure proper execution of client order per satisfactory results.
  • Capable of solving problems on short notice and with time constraints. Daily entering and processing of data via phone or email.
  • Establish and maintain professional relationships as well as service clients.
  • Strong multi-tasking skills, attention to detail, accuracy, organizational and interpersonal skills.
  • Responsible for outbound calls to customers or staff confirming orders success and/or completion. Serves as backup to peers for all aspects of job duties with same geographical region.
  • Perform special assignments projects according to company policies or supervisory instructions while completing tasks.
  • Process time-sensitive accurate delivery/pickup orders from clients in fast-paced Information Center. Interact with 5 – 25 internal clients on daily basis to ensure proper execution of orders per service level agreements.
  • Professional and quality interactions daily with regional facility managers and internal contacts. Daily time sensitive data entered in various systems for RM & Shred lines of business daily.
  • Organize and delegate clients tasks for Care Center while facilitating resolution of other customer issues via proper escalation.
  • Perform other duties as assigned by leadership.
  • Responded to customer requests for products, services, and company information
  • Investigated and resolved accounting, service and delivery concerns

Administrative Clerk - 71L

Army National Guard
02.2000 - 02.2008
  • Perform daily administrative support functions i.e. Typing correspondence for high level officials using Microsoft Suite and company OTS software.
  • Daily recording and maintaining log journals and answering telephones.
  • Routine collaborating with other units to research and compile information from various documents and sources to prepare official reports.
  • Duties include creating charts and spreadsheets to reflect information using company OTS software and Microsoft suite.
  • Maintain and file schedules for fellow unit members and subordinate companies. Maintain forms and office supplies inventory.
  • Created and updated records and files to maintain document compliance
  • Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional
  • Conducted research to assist with routine tasks and special projects
  • Entered data into system and updated customer contacts with information to keep records current

Education

High School Diploma -

Fairmont Heights High School
Capitol Heights, MD

Skills

  • Customer Service
  • Customer Retention
  • Records Management
  • Google Workspace
  • CRM
  • Customer Account Review
  • Mentoring
  • Microsoft Suite
  • Salesforce
  • Oracle
  • SaaS
  • Interpersonal Skills

Timeline

Customer Success Manager - Remote

Iron Mountain
04.2022 - 06.2023

Customer Service Representative

Iron Mountain
07.2006 - 04.2022

Administrative Clerk - 71L

Army National Guard
02.2000 - 02.2008

High School Diploma -

Fairmont Heights High School

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Shavonne Simms