Simeon Fletcher
Desoto,Texas
Summary
Experienced Customer Service Supervisor / Senior Customer service professional bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
Remote Mortgage Account Manager
InterFirst Mortgage
Rosemont, IL
12.2020 - Current
- Educated clients on new products or services to increase customer engagement with brand.
- Addressed problems with mortgage brokers, underwriters and account executives to maintain and enhance client satisfaction.
- Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met.
- Addressed and cleared 50 - 70 conditions daily.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Professionally handled 10-20 calls daily from mortgage brokers and account executives
Customer Care Supervisor
Charter Communications
Irvng, TX
12.2017 - 12.2020
- Evaluated 5 weekly interactions between associates and customers to assess personnel performance.
- Utilized NICE/Grow Together tool to track key performance indicators like AHT, FCR, Customer satisfaction, Transfer rate, and Schedule Adherence.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Developed new employees and on-going performance assessment of current employees.
- Responsible for validating and processing customer credit requests over agent limits.
- Responsible for taking 20 - 40 inbound escalation calls from leads and agents. De-escalates executive corporate issues reported to FCC and BBB.
- Established performance and service goals and held associates accountable for individual performance.
Advanced Customer Care Representative
Time Warner Cable
Irving, Tx
04.2015 - 12.2017
- Resolved concerns with Time Warner Cable products or services to help with retention and drive sales.
- Navigated 3 - 4 computer systems and applications to find information.
- Entered trouble tickets to route problems to proper support area.
- Submits change orders, shipment orders and installation orders.
- Logged call information and solutions provided into internal database..
- Assisted customers with high-speed data and Digital Phone service, billing, video and on-demand service concerns.
- Communicated with clients regarding account services, statements, and balances.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Averaged assistance of 70 call-in customers with questions and orders.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Accountability Care Organization Specialist
Blue Cross / Blue Shield
Dallas, TX
06.2014 - 03.2015
- Resolved file transfer error codes and exceptions for organizations transmitting beneficiary data to CMS.GOV medical attestation.
- Handled and resolved 60 - 80 second level customer issues.
- Provided end-user support for customers accessing Portal.CMS.GOV.
- Assisted callers with resetting passwords and verifying profile codes for access via EUA Self Management site.
- Submitted script suggestions and IVR suggestions based on new program information to streamline knowledgeable and customer friendly support.
Skills
- Employee Coaching and Motivation
- Client Interactions
- Performance Tracking and Evaluations
- Team Management
- Process and Performance Improvement
- Technical Proficiency
- Issue and Complaint Resolution
- Customer Account Management
- Customer Retention Strategies
- Data Entry and Maintenance
- Calm and Professional Under Pressure
Education
Remington College - Computer Networking
Education
High School Diploma -
Kathlyn Joy Gilliam Collegiate Academy
Dallas, TX 08.2020 - 05.2024
Associate of Science -
Dallas College
08.2020 - 05.2024
Timeline
Remote Mortgage Account Manager
InterFirst Mortgage
12.2020 - Current
High School Diploma -
Kathlyn Joy Gilliam Collegiate Academy
08.2020 - 05.2024
Associate of Science -
Dallas College
08.2020 - 05.2024
Customer Care Supervisor
Charter Communications
12.2017 - 12.2020
Advanced Customer Care Representative
Time Warner Cable
04.2015 - 12.2017
Accountability Care Organization Specialist
Blue Cross / Blue Shield
06.2014 - 03.2015
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