Portia Simmons-Clark
Stone Mountain
Summary
Resourceful and efficient Customer Service Representative with a high level of productivity and a knack for completing tasks efficiently. Expertise in communication, problem-solving, and time management to ensure smooth operations in customer service environments. Excel in listening, empathy, and patience essential for effectively addressing customer needs and building positive relationships. Remote work setup includes high-speed and reliable internet connection and dedicated home office space for a quiet and focused environment. Proven track record of enhancing customer interactions and satisfaction through diligent and experienced approach.
Overview
16
16
years of professional experience
Work History
Customer Experience Specialist
General Motors, GM
11.2023 - 02.2025
- Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
CUSTOMER SERVICE REPRESENTATIVE AGENT
WEST AT HOME
07.2019 - 02.2023
- Handles customer service inquiries and problems via telephone, internet, web chat or written correspondence
- Engages, consults, and educates members based upon the member's unique needs, preferences and understanding of Aetna plans, tools, and resources to help guide the members along a clear path to care
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Responds to requests for assistance and/or possible processing of credit card authorizations
- Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
DRIVER / CUSTOMER SERVICE REPRESENTATIVE
Fantastic 5 Transportation
01.2016 - 09.2020
- Responsible for ensuring that safety is a priority, and that the highest quality of customer care was provided to customers
- Transported customers through city and freeway traffic in a safe and prudent manner, in accordance with all cities, county, state and federal laws, as well as company rules and policies
- Strong ability to organize and coordinate route and route priorities to maintain the most efficient and productive process
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
CUSTOMER SERVICE CONCIERGE / TENANT COORDINATOR
CW Realty
10.2012 - 12.2016
- Handle calls effectively, ensuring that the appropriate information is exchanged in a way that both you and the caller understand
- Cultivated and maintained professional relationships with clients, real estate agents, lenders and escrow personnel.
- Coordinated appointments to show marketed properties.
- Assisted in closing transactions smoothly by preparing necessary documentation and coordinating with title companies, lenders, and inspectors.
- Managed daily office tasks such as answering phones, greeting clients, and handling mail deliveries for a professional environment.
- Contributed to successful property sales by creating visually appealing listings and promotional materials that attracted potential buyers.
Call Center Representative
Verizon Wireless
06.2009 - 07.2013
- Ability to perform over 300 outbound calls any day to the customer base
- Excellent skills in providing product/service-related information and selling them over the phone
- Quick learner about products and services
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Education
Capella University
04.2020
High School Diploma -
New Bern High School
New Bern, NC05-1995
Skills
- Advanced Microsoft Office Skills
- Advanced Spreadsheet Proficiency
- Effective Organizational Skills
- Account updating
- Call Management
- Team Collaboration
- Telecommunication Proficiency
- Complaint resolution
- Multi-Line Phone Management
- Teamwork and collaboration
- Customer Relationship Software Proficiency
- Attentive Listening Techniques
- Data entry
- Healthcare Privacy Compliance
- Maintaining Patient Confidentiality
- Property management
- Real Estate Analysis
- Tenant Engagement
- Lease administration
- Effective Verbal and Witten Communication
Timeline
Customer Experience Specialist
General Motors, GM
11.2023 - 02.2025
CUSTOMER SERVICE REPRESENTATIVE AGENT
WEST AT HOME
07.2019 - 02.2023
DRIVER / CUSTOMER SERVICE REPRESENTATIVE
Fantastic 5 Transportation
01.2016 - 09.2020
CUSTOMER SERVICE CONCIERGE / TENANT COORDINATOR
CW Realty
10.2012 - 12.2016
Call Center Representative
Verizon Wireless
06.2009 - 07.2013
Capella University
High School Diploma -
New Bern High School
Similar Profiles
Brian RoachBrian Roach
Body Shop at General Motors, GMBody Shop at General Motors, GM
Damanpreet SinghDamanpreet Singh
Sales and Customer Service Representative at General Motors, GMSales and Customer Service Representative at General Motors, GM
Derrell BenjaminDerrell Benjamin
Material Group Leader at General Motors, GMMaterial Group Leader at General Motors, GM