Simone Fells
Garden City,NY
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Northwell Health
09.2024 - Current
- Make 100-150 outbound calls filling customers prescriptions
- Correlated with doctors on increasing patients prescription doses
- Developed strong relationships with healthcare providers to optimize patient care and medication adherence.
- Promoted collaboration and teamwork through effective communication
Customer Service Team Lead
Maxsip Telecom
08.2023 - 09.2024
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Customer Service Advocate
Carvana
05.2021 - 09.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivering about 20-30 vehicles per week to customers operating a single car hauler while following DOT rules
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Overnight Supervisor
Marriot SpringHills Suites
09.2018 - 03.2020
- Oversaw and participated in night crew activities to maximize sales, earnings and customer satisfaction.
- Enhanced employee performance through regular coaching, training, and constructive feedback sessions.
- Implemented company loss prevention and security policies during after hours and encouraged employees to adhere to safety policies and procedures to reduce threats.
- Scheduled staff, planned budget and revised schedule to meet business needs and minimize cost.
Education
Bachelor of Arts - Interdisciplinary Studies
University of North Alabama
Florence, AL05-2018
Associate of Arts - Business Administration
LaGuardia Community College
Long Island City, NY06-2015
Skills
- Customer service
- Goal oriented
- Call center experience
- Team work
Affiliations
- The Business Generator Incubator
- Alpha Kappa Sorority Incorporated
- Phi Upsilon Omega Chapter
Timeline
Customer Service Representative
Northwell Health
09.2024 - Current
Customer Service Team Lead
Maxsip Telecom
08.2023 - 09.2024
Customer Service Advocate
Carvana
05.2021 - 09.2024
Overnight Supervisor
Marriot SpringHills Suites
09.2018 - 03.2020
Bachelor of Arts - Interdisciplinary Studies
University of North Alabama
Associate of Arts - Business Administration
LaGuardia Community College
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