Laura Simmons
Midway
Summary
Service professional ready to contribute valuable customer service experience and problem-solving skills. Known for improving client satisfaction and resolving issues swiftly. Team-oriented with focus on achieving results and adapting to changing needs. Proficient in communication and relationship-building, consistently reliable and flexible.
Overview
11
11
years of professional experience
Work History
Sr. Recoveries Service Representative
Capital One
01.2017 - 01.2019
- Inbound Service calls focusing on providing quality services to customers on various call types on first time resolution
- Accepted payments and updated accounts with latest information.
- Assist customers over the phone to resolve and negotiate repayments on their credit card bill
- Followed state and FDCPA Guidelines to supervise and train staff
- Trained in the use of decision-making styles and support tools to resolve customer concerns that are non-standard
- Ability to multi-task by using phone, chat or website to assist customers in their needs
Substitute Teacher
Liberty County
01.2014 - 01.2017
- Following the lesson plan left for the teacher for whom I am substituting for in accordance with the Georgia Standards
- Establishing and maintaining order in the classrooms
- Taking all necessary and reasonable precautions to protect students, materials, equipment and facilities
- Assist in upholding and enforcing school policies, administrative regulations and procedures, and School Board policies
- Instructing assigned classes in the locations and at the time designated
- Established relationships with students to encourage a supportive educational experience.
Human Resources Manager
US Army
01.2008 - 01.2014
- Responsible for training and supervising of preparing, cooking and serving meals for approximately 300 soldiers daily
- Maintaining soldiers’ files and job packets; providing oversight and tracking over 1000 administrative actions monthly
- Instructed over 300 soldiers during the Installation Pregnancy Postpartum Physical Training Program
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
Technician
HomeBanc Mortgage
08.2010 - 08.2013
- Diagnosed system malfunctions for timely repairs and minimal downtime.
- Improved equipment performance by conducting regular maintenance and troubleshooting issues.
- Executed installation processes to ensure proper setup and functionality of systems.
- Conducted routine inspections to identify potential issues and prevent system failures.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Education
Master’s Degree - Information Technology
American Intercontinental University
Atlanta, GA12.2004
Skills
- Customer support
- Customer relations
- Critical thinking
- Organization
- Leadership
- Conflict Resolution
- Attention to detail
- Problem solver
Timeline
Sr. Recoveries Service Representative
Capital One
01.2017 - 01.2019
Substitute Teacher
Liberty County
01.2014 - 01.2017
Technician
HomeBanc Mortgage
08.2010 - 08.2013
Human Resources Manager
US Army
01.2008 - 01.2014
Master’s Degree - Information Technology
American Intercontinental University
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