Shantia Simms

Experience

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  Sutherland

  Jun 2019 - Sept 2019

  Customer Service Representative

  Delivered superior support in a fast-paced call center, consistently achieving high customer satisfaction ratings. Responded to inquiries regarding billing and services while promptly addressing complaints with empathy and professionalism. Participated in ongoing training sessions to stay updated on best practices and product knowledge.

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  Itelbpo Smart Solutions

  Oct 2019 - Jan 2020

  Customer Service Representative

  Confer with customers by telephone or email to provide information about products or services,take or enter orders, cancel accounts, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems.Determine charges for services requested, collect deposits or payments, or arrange for billing. Refer unresolved customer grievances to designated departments for further investigation. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. Show less

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  Ibex

  Oct 2020 - May 2024

  Tier 2 Customer Service Agent, (Dynamic Andon Response Team (DART))

  • Managed escalated customer contacts from frontline agents, resolving complex issues beyond standard policy thresholds and maintaining high satisfaction levels • Provided real-time guidance to customer service representatives via live chat and phone, accelerating decision-making on edge-case scenarios • Approved “above-and-beyond” concessions, such as large credits, one-off replacements, and account reinstatements, ensuring fair outcomes while adhering to the company's commitment to customer obsession • Acted as Subject-Matter Expert (SME) and backup for new DART hires, delivering targeted training on escalation protocols and internal tools • Supported DART escalations on high-volume international phone lines during peak seasons, maintaining service quality under pressure • Monitored team performance against Balanced Scorecard metrics, including response accuracy, resolution time, and customer feedback and consistently exceeded targets • Identified recurring escalation patterns through data analysis, collaborating with operations and product teams to implement solutions that reduced repeat escalations• Resolved a high volume of escalations while maintaining empathy and professionalism, upholding service standards and reinforcing customer trust Show less