Summary
Overview
Work History
Education
Skills
Timeline
Generic
THELMA SIMMONS

THELMA SIMMONS

Redford,MI

Summary

Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems. Amicable call center professional thriving in fast-paced customer service settings. Offering exceptional strengths in negotiating and knowledge of Legal Procedures. Customer-centric Call Center Representative recognized for extraordinary service, swift issue resolution and exceeding established call-per-hour targets. Brings 14 years of experience supporting collection and retention strategies. Provides consistent attainment of deadlines and 100% customer retention rating.

Overview

18
18
years of professional experience

Work History

Customer Experience Specialist

Comcast
09.2016 - Current
  • Supported customers with product implementation and usage and answered questions quickly and thoroughly.
  • Utilized consultative selling techniques to educate and offer existing customers additional services to drive sales.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about all product lines and services offered by company.
  • Engaged customers with proactive strategies to understand needs and develop successful solutions.

Sales/Telemarketer

American Support
09.2013 - 09.2016
  • Helped new telemarketers learn best practices, communication strategies and performance standards.
  • Responded to prospects' questions with persuasive communication skills and in-depth knowledge of available products and services.
  • Used scripted sales strategies to converse with customers reached by manual dialing and automatic systems.
  • Worked well with automatic computer dialing and proprietary software to manage daily call loads.

Collections Specialist

Congress Collection
10.2005 - 05.2012
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Completed skip traces on customers failing respond to collection efforts.

Education

No Degree -

Wayne County Community College District
Detroit, MI

High School Diploma -

Mumford High School
Detroit, MI
06.1982

Skills

  • Courteous with Strong Service Mindset
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Payment Plan Coordination
  • Skip Tracking
  • Customer Retention Strategies
  • Verbal and Written Communication
  • Sales Quota Achievement
  • Call Volume and Quality Metrics
  • Credit and Collections
  • Debt Repayment Negotiation

Timeline

Customer Experience Specialist

Comcast
09.2016 - Current

Sales/Telemarketer

American Support
09.2013 - 09.2016

Collections Specialist

Congress Collection
10.2005 - 05.2012

No Degree -

Wayne County Community College District

High School Diploma -

Mumford High School

Similar Profiles

CREATE PROFILE
THELMA SIMMONS