Customer Service Leader with Sales & Ops Experience

Shala Simmons

North Las Vegas, NV *****

Professional Summary

Customer service–driven professional with extensive experience in call centers, sales, hospitality, behavioral support, and warehouse operations. Skilled in handling highvolume calls, upselling, resolving customer concerns, and supporting daily operations in fastpaced environments. Strong communication abilities, reliable work ethic, and proven success in both leadership and frontline roles.

Work Experience

Sales Representative / Telemarketer

Hilton Grand Vacations – Las Vegas, NV

July 2022 – Present

Sell highly discounted vacation packages to qualified guests in an outbound call center (WFH).

Engage customers, answer inquiries, and close sales through persuasive communication.

Meet performance goals and maintain strong rapport with guests over the phone.

Behavior Technician

Accessible Space – Las Vegas, NV

Oct 2020 – Feb 2024

Assisted clients with behavioral needs and activities of daily living.

Certified to administer medications and maintain accurate documentation.

Supported individuals with patience, observation, and adherence to care plans.

Stocker

Walmart – Chino, CA

Sept 2019 – Dec 2020

Stocked freight and prepared inventory for pickers, packers, and shipping staff.

Maintained a clean, organized warehouse and ensured product accuracy.

Warehouse Associate

Amazon Fulfillment – Redlands, CA

Oct 2017 – Oct 2019

Picked, packed, scanned, and prepared items for shipment.

Maintained production speeds while ensuring order accuracy.

Assistant Manager

Lids – Montclair, CA

Sept 2016 – Apr 2017

Opened and closed the store, managed staff, and ensured daily operations ran smoothly.

Provided customer service, handled sales, and maintained store appearance.

Sales Specialist

Bank of America

Aug 2013 – June 2016

Assisted customers with credit card statements, payments, and interest inquiries in an inbound call center.

Crosssold promotional products and services.

Promoted to Peer Coach to support employees struggling with performance.

411 Operator

Verizon

Nov 2007 – June 2013

Served as floor supervisor, handled escalated customer complaints, and supported team performance.

Provided customers with accurate directory information in a highvolume inbound call center.

Cashier

Fazoli’s

Feb 2006 – Apr 2007

Took customer orders, prepared food, operated the drivethru, and maintained restaurant cleanliness.

Education

High School Diploma

Victor Valley High School

Skills

Customer Service • Call Center Operations • Sales & Upselling • Telemarketing • Behavioral Support

Client Relations • Microsoft Word • Clerical Support • Data Entry • Typing • Live Chat

Warehouse Operations • Picking & Packing • Forklift (experience) • Freight & Materials Handling

Assistant Management Experience • Communication Skills • Travel Planning • Computer Skills

Certifications

Basic Math Certification (Valid through Jan 2026)

CPR Certification

Certified Behavioral Health Technician

Med Tech Certification (2025–2026)

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