Monique Sims

Data Entry Specialist

Message

Intro

Tampa, United States

Joined June 20, 2025

Skills

Languages

English

Native or Bilingual

About

Strategic and results-driven customer experience leader with 18+ years of expertise in high-volume customer support, remote operations, and cross-functional collaboration across hospitality, e-commerce, and SaaS. Proven ability to optimize processes, implement CRM solutions, and manage diverse teams in fast-paced, remote-first environments. Known for exceeding KPIs, leading service transformations, and driving retention and satisfaction through empathy, technology, and process excellence.

Experience

Quip NYC Inc

Feb 2022 – May 2025

Remote

Customer Experience Specialist

Handled 75-100 customer cases daily across chat and email, maintaining a 95%+ satisfaction rate. - Collaborated cross-functionally with fulfillment and QA teams to identify trends and reduce shipping errors. - Streamlined returns and exchange process, reducing turnaround time. - Mentored junior support staff on effective communication and CRM navigation.

Wine.com

Oct 2021 – Jan 2022

Remote

Consumer Services Associate

Ensured timely fulfillment and invoicing for personalized wine orders across national markets. - Provided white-glove support to VIP clientele, preserving long-term customer loyalty. - Partnered with logistics and warehouse teams to resolve fulfillment delays proactively

Hilton Grand Vacations

Oct 2019 – Oct 2021

Orlando FL/Remote

Collections Specialist - Portfolio Services

- Managed over 100+ daily customer interactions regarding mortgage and HOA payments. - Consistently exceeded monthly recovery goals through compassionate and compliant negotiation. - Played a key role in maintaining brand trust and customer retention during collections processes.

Wyndham Destinations

Aug 2018 – Oct 2019

Orlando FL

Collections Specialist

- Handled large volume call queues with focus on payment arrangement, account rehabilitation, and customer relations. - Trained peers on new scripts and compliance protocols, improving department call quality scores.

Bluegreen Vacations

Nov 2014 – Jul 2018

Orlando FL

Owner Services Sr. Vacation Specialist

- Delivered high-level technical and concierge-style service to members across multiple digital platforms. - Reduced escalated calls by 40% through anticipatory support and thorough documentation. - Acted as SME for internal software systems (TSW, Salesforce, Synergy, AS400).