Damion Simms

Damion Simms           Kingston 01 ♦- ♦- Professional Summary Dependable Customer Service Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success. Skills Team Leadership Scheduling Training and Development Schedule Coordination Expertise in Sales Account Updates Team Building CRM Training and mentoring Policy and procedure modification Typist over 70 words per minute Work History Customer Service Supervisor, 02/2015 to Current Exec Direct Aviation/ShipME – Kingston, Kingston Established and updated work schedules to account for changing staff levels and expected workloads. Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team. Coached employees through day-to-day work and complex problems. Compiled and analyzed customer feedback data to develop new strategies and corrective action. Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty. Monitored metrics and developed actionable insights to improve efficiency and performance. Kept abreast of new company products and services to effectively answer questions and resolve complaints. Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service. Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues. Standardized office structures and processes to promote collaboration and increased performance. Assessed and authenticated customer exchanges, voids and returns. Exceeded team goals and collaborated with staff members to implement customer service initiatives. Developed documentation and logs of implemented solutions and generated and submitted reports. Resolved account issues to build rapport and relationships with clients. Assisted with preparing information required for quotes and addressed potential service concerns. Assessed personnel performance and implemented incentives and team-building events to boost morale. Implemented Chat Support to boost customer engagement Manage more than 50 customer calls and/or Chats per day Customer Engagement Specialist, 11/2013 to 02/2015 ACCENT MARKETING (ASUS NORTH AMERICA/ CANADA) – Kingston, Kingston Consulted with outside parties to resolve discrepancies and create expert solutions. Creating and properly Documenting a case for each customer while engaging with them on the phone to provide a proper customer service while solving the current issue the customer may have. Provide CHAT support via LIVECHAT Collected customer feedback and made process changes to exceed customer satisfaction goals. Manage more than 50 customer calls/chats per day Education Associate of Science: Management Information Systems University of The Commonwealth Caribbean - Kingston, Jamaica Associate of Science: Computer Systems Technology Vector Technology Institute - Kingston, Jamaica High School Diploma Old Harbour High School - Saint Catherine, Jamaica CXC General Proficiency in: English Language - Grade II Integrated Science - Grade II Information technology - Grade II Human and Social Biology - Grade III Social Studies - Grade III Mathematics - Grade I Principle of Business - Grade I Principle of Accounts - Grade I Office Procedures - Grade I English Literature - Grade I Certifications Quantitative and qualitative research (Dr. Henley Morgan and Professor Michael Rosberg) Essentials of Economic Analysis (Dr. Henley Morgan and Mr. Ralston Hyman) Banking and Investment (Dr. Henley Morgan and Aubyn Hill) Quality Awareness (Dr. Henley Morgan and Dr. Nsumbi Jaja) Personal Wealth Creation (Dr. Henley Morgan and Cheryl Hanson – Simpson) Profession in Music (Dr. Henley Morgan and Dr. McDowell)