Talia Sims
Southfield
Summary
Customer Service professional with 5+ years of experience applying process improvement, data analysis, and policy development to strengthen retention and operational workflows. Demonstrates measurable success re-engaging dormant accounts, optimizing renewal communications, and streamlining intake processes while maintaining thorough documentation and quality control. Leverages strong conflict resolution, technology integration, and cross-functional collaboration to drive timely resolutions and continuous improvement, seeking to expand impact in customer experience and retention strategy roles.
Overview
4
4
years of professional experience
2020
2020
years of post-secondary education
Work History
SALES RETENTION TEAM AGENT
Infinity Solutions - FedEx - Remote
Bingham Farms
05.2022 - 03.2025
- Spearheaded a proactive outreach program to re-engage dormant accounts, restoring trust and producing measurable improvements in contract continuity and client sentiment.
- Coordinated cross-functional case reviews with product and support teams to design targeted fixes, accelerating resolution and improving customer confidence.
- Optimized renewal communications by restructuring cadence and messaging, yielding clearer client expectations and noticeable gains in timely agreement completions.
- Maintained comprehensive client risk documentation and handoff notes to ensure accurate escalation decisions and smoother transitions through retention cycles.
- Coached peers on consultative closing techniques and CRM workflows during peak periods, strengthening team consistency and sustaining retention performance.
DENTAL ASSISTANT
Southfield Oral Surgery
Southfield
01.2022 - 04.2022
- Monitored patient vitals and alerted providers to deviations during procedures, enabling prompt interventions and supporting smoother recoveries.
- Redesigned patient intake flow to shorten pre-op delays, improving clinic throughput and creating a calmer experience for patients and staff.
- Prepared and verified procedure-specific instrument sets and sterile supplies, ensuring readiness for cases and minimizing intraoperative retrievals.
- Coached colleagues on ergonomic instrument handling and aseptic technique during shifts, strengthening team confidence and sustaining clinical safety.
FINAL POLICY SPECIALIST
Amrock - Remote
Detroit
10.2020 - 11.2021
- Created and maintained database of customer accounts.
- Reviewed existing policies and procedures to identify areas for improvement or modification.
- Maintained records of all relevant documentation related to policy decisions.
- Analyzed relevant data, documents, and other information to inform policy decisions.
- Participated in meetings related to the development of public sector initiatives.
Education
BACHELORS - BUSINESS
Macomb Community College
Macomb, MISkills
- Process Improvement
- Data Analysis
- Policy Development
- Documentation Management
- Customer Engagement
- Conflict Resolution
- Technology Integration
- Quality Assurance
- Strategic Planning
- Customer Retention
- Time Management
- Analytical Thinking
Timeline
SALES RETENTION TEAM AGENT
Infinity Solutions - FedEx - Remote
05.2022 - 03.2025
DENTAL ASSISTANT
Southfield Oral Surgery
01.2022 - 04.2022
FINAL POLICY SPECIALIST
Amrock - Remote
10.2020 - 11.2021
BACHELORS - BUSINESS
Macomb Community College