Rhea Simmons
Bridgetown
Summary
Knowledgeable Technical Support Profressional with strong background in customer support and problem resolution. Proven track record of increasing customer satisfaction by efficiently addressing inquiries and resolving issues. Demonstrated ability to communicate effectively and manage high-volume workloads.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Associate
Remote
12.2023 - Current
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
- Conducted regular self-assessments of performance, seeking opportunities to expand skillset through ongoing training and development programs.
- Responded to customer requests for products, services, and company information.
Sales Assistant
Scopic Inc
07.2022 - Current
- Responded promptly to all inbound sales leads resulting in a increase in lead conversion rate
- Supported the Sales Manager by generating custom reports and conducting data analysis for various requests, resulting in improved decision-making and a 20% increase in sales productivity
- Collaborated with the Sales and Operations departments to create materials that facilitated effective coordination between the teams, leading to a reduction in errors during the sales process
- Capture feedback from prospects and share that feedback with the product development team
Tier 2 Technical Support
ModSquad
12.2017 - 01.2023
- Provided exceptional customer support across multiple channels, including email, live chat, social media, and phone, ensuring a positive customer experience
- Resolved complex customer issues efficiently and effectively, demonstrating strong problem-solving skills and attention to detail
- Successfully addressed practical business challenges by leveraging analytical skills and understanding of business processes
- Utilized ticketing software (e.g., Zendesk) to manage customer inquiries, track support tickets, and maintain accurate customer records
- Demonstrated creativity in problem-solving approaches, thinking outside the box to propose innovative solutions
- Monitored and evaluated key performance metrics, such as customer satisfaction ratings and response times, to identify areas for improvement and drive positive outcomes
Education
Bachelor of Science - Information Systems and Cyber Security
Columbia Southern University
Orange Beach, AL06.2025
Skills
- Technical Support
- Multi-channel support
- Zendesk
- AWS
- SharePoint
- SaaS Products
- Zoho CRM Data Administration
- Jira
- Desktop support
- Microsoft Azure
- Online chat support
- Problem-solving
- Teams
- Slack
- Global Team Collaboration
- Google Suite
Certification
AWS Certified Cloud Practitioner
Timeline
Customer Support Associate
Remote
12.2023 - Current
Sales Assistant
Scopic Inc
07.2022 - Current
Tier 2 Technical Support
ModSquad
12.2017 - 01.2023
AWS Certified Cloud Practitioner
Bachelor of Science - Information Systems and Cyber Security
Columbia Southern University
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