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L A T E N S I M M O N SS u p p o r t S p e c i a l i s tC O N T A C T:PHONE NUMBER AVAILABLEEMAIL AVAILABLEEast Orange, NJLINKEDIN LINK AVAILABLEE D U C A T I O N:The College of New RochelleB.A., PsychologyK E Y A C H I E V E M E N T S:Orchestrated successful resolutions forcomplex disputes involving over 5,000customers, significantlyreducing repeat call volume.Maintained an impressive 85-95%First Contact Resolution rate,showcasing a commitment toresolving issues promptly.Consistently achieved a 97-100%issue resolution rate, demonstratinga high level of effectiveness inaddressing customer concerns.Exceeded monthly revenue targets ona consistent basis, showcasing astrong contribution to theorganization's financial success.S K I L L S:LeadershipInterpersonal CommunicationCritical ThinkingAdaptabilityAnalytical SkillsResearchDecision-MakingP 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 managingexceptional 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 MANAGEROptimum 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 theproductivity 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