Customer Experience Support Specialist

L A T E N S I M M O N S

S u p p o r t S p e c i a l i s t

C O N T A C T:

973-***-****

*************@*****.***

East Orange, NJ

linkedin.com/in/laten-s-6bb75536

E D U C A T I O N:

The College of New Rochelle

B.A., Psychology

K E Y A C H I E V E M E N T S:

Orchestrated successful resolutions for

complex disputes involving over 5,000

customers, significantly

reducing repeat call volume.

Maintained an impressive 85-95%

First Contact Resolution rate,

showcasing a commitment to

resolving issues promptly.

Consistently achieved a 97-100%

issue resolution rate, demonstrating

a high level of effectiveness in

addressing customer concerns.

Exceeded monthly revenue targets on

a consistent basis, showcasing a

strong contribution to the

organization's financial success.

S K I L L S:

Leadership

Interpersonal Communication

Critical Thinking

Adaptability

Analytical Skills

Research

Decision-Making

P R O F E S S I O N A L S U M M A R Y:

Dedicated and results-oriented Support Specialist with several years of experience building and managing

exceptional customer service functions across multiple environments. Adept at fostering positive customer relationships, I am known for my strong communication skills, problem-solving abilities, and deep knowledge of customer products. Seeking to leverage my analytical mindset, customer-oriented approach, clear communication, problem-solving, and collaboration skills to support growth and provide an exceptional customer experience.

W O R K E X P E R I E N C E:

RESIDENTIAL RETENTION ACCOUNT MANAGER

Optimum November 2014 - Present

• Engaged with customers through phone calls, emails, live chat, platform chat, and SMS to address inquiries and concerns

• Led support tickets, documenting issues, investigating problems, and providing expertly written communications to all parties involved. Handled sensitive situations, including emergencies and unplanned installation/reservation changes, efficiently and professionally

• Assisted customers in modifying installations/reservations via phone or requests, ensuring a positive customer experience

• Reviewed and replied to 3rd party reviews, actively building and maintaining the company's brand reputation.

• Collaborated cross-functionally to improve the overall customer experience and internal processes

• Act as the point of contact for escalations, handling challenging customer situations effectively.

• Develop and implement processes to enhance the

productivity and efficiency of the team

• Provide coaching and feedback to support agents through Quality Assurance and one-on-one coaching sessions

• Lead, mentor, and empower a diverse global team of customer support specialists, fostering a culture of excellence and collaboration

• Create and maintain customer support documentation as needed

Contact this candidate