Shonna Simmons
El Paso,TX
Summary
I voluntarily served in United States Army for 7 years of active duty service as a Culinary Specialist. I advised, trained, mentor, lead and evaluated soldiers. I have more than 7 years’ worth of "early mornings and late nights" and have worked with a wide variety of personalities through acquaintances, friends, customers, and leadership. I take pride in the work I commit myself to, as well as how I carry myself professionally. I aspire to be great and the best I possibly can be for my family, associates, peers, and myself. After finishing my second enlistment of Active Duty service I was honorably discharged in October of 2019 and appreciate everything I have learned while serving my country.
Overview
15
15
years of professional experience
Work History
Team Lead, Dispatch Excellence
Medical Transportation Management
El Paso, Texas
10.2022 - Current
- • Delegated daily assignments and workload distribution to dispatch team members to ensure operational efficiency.• Assisted with trip scheduling, coordination, and securement to support timely transportation services.• Managed escalated member and vendor concerns, handling supervisor-level calls and issue resolution.• Generated and monitored daily reports to identify and address unassigned trip legs within MTM Link.• Trained and onboarded new dispatch employees in the R3 region, ensuring adherence to company procedures and performance standards.• Provided exceptional support to members and transportation vendors by resolving inquiries and coordinating service needs.• Conducted weekly meetings with Vendor Account Managers to foster strong partnerships, improve communication, and maintain positive working relationships.• Reviewed and approved quotes to ensure accuracy, compliance, and cost-effectiveness• Monitored daily operations and proactively addressed service gaps to support on-time performance and operational goals.•Managed chats and email correspondence to ensure effective communication.
Loyalty Program Associate
Hyatt Corporation
Omaha, NE
07.2020 - 10.2022
- Assist new and existing guest with making, modifying and canceling hotel reservations.
- Enroll new guest into our loyalty program.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided information regarding member accounts and loyalty programs.
- Investigated and resolved customer inquiries and complaints quickly.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Relayed information on availability, pricing and discounts to customers.
- Suggested amenities suited to clients' needs.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Call Center Representative
Faneuil
Torrance, CA
12.2019 - 03.2020
- Displays effective listening to understand customer needs, and determines the appropriate course of action to take to meet each of their needs.
- Provide efficient and effective customer services over the phone.
- Delivers fast, friendly and knowledgeable service for routine questions and account updates.
- Ability to deescalate calls by remaining professional and providing a positive and friendly attitude
Culinary Specialist
United States Army
10.2012 - 11.2019
- Prepare and/or cook menu items listed on the production schedule.
- Receive and store subsistence items.
- Maintained budget by monitoring inventory and purchases to reduce spending
- Prepared and served meals to around 700 service members each meal.
- Cleaned, sanitized and maintained food storage, preparation and serving areas.
- Checked stock deliveries for safety, quality and quantity.
- Monitored kitchen area and staff to ensure overall safety and proper food handling techniques.
- Stocked and managed inventory items using First-In First Out (FIFO) method to use products prior to expiration and reduce food waste.
- Trained and supervised line cooks to develop new skills.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Prepared schedules and work assignments .
Customer Service Representative
Dish Network
Thornton, CO
01.2012 - 06.2012
- Requires the ability to handle multiple tasks.
- Take incoming telephone calls and information over the telephone.
- Make outbound calls to their customers.
- Review customer data to assess current issues and determine potential solutions.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Documented conversations with customers to track requests, problems and solutions.
- Answered 40+ inbound calls per day and directed to designated individuals or departments.
Education
Associate of Science - Business
Columbia Southern University
Orange Beach, ALBasic Leader Course
SFC CHRISTOPHER R. BREVARD NONCOMMISSIONED OFFICER
Anchorage, AKHigh School Diploma -
Platte Valley High School
Kersey, COSkills
- Managing personnel
- Budget management
- Portion and cost control
- Processing equipment proficiency
- Professional demeanor
- Team contribution
- Flexible schedule
- Purchasing stock
- Courteous
- Meeting deadlines
- Multitasking and prioritization
- Employee mentoring
- Inventory control
- Professional and mature
- Inbound phone call management
- System documentation
- Training and development
- Call control skills
- Training experience
- Resolving issues
- Data gathering
- Providing customer support
Timeline
Team Lead, Dispatch Excellence
Medical Transportation Management
10.2022 - Current
Loyalty Program Associate
Hyatt Corporation
07.2020 - 10.2022
Call Center Representative
Faneuil
12.2019 - 03.2020
Culinary Specialist
United States Army
10.2012 - 11.2019
Customer Service Representative
Dish Network
01.2012 - 06.2012
Associate of Science - Business
Columbia Southern University
Basic Leader Course
SFC CHRISTOPHER R. BREVARD NONCOMMISSIONED OFFICER
High School Diploma -
Platte Valley High School