Kristy A. Smith

***** * *******, *** **

Little Rock, AR 72211

Mobile: 903-***-****

abj9yv@r.postjobfree.com

Objective

Seeking a position in Marketing, Administrative and/or Customer Support

Skills

Customer Service/Marketing/Sales experience within a call center

environment

Excellent interpersonal skills, phone manner, and office etiquette

Strong analytical and organizational skills

Typing: 77wpm

Software: All Windows and Mac operating systems. IE: Microsoft Word, Excel,

Outlook, Apple Mail, iChat, iTunes, iPhoto, Logic, iCal, Text Edit, Pages

Punctual, enthusiastic, dependable and work well with others.

Employment Experience

Apple Care Service Agent

Apple (Volt Technical Services - Contract), Austin, TX

September 2009 - January 2010

Ensured that service transactions/tasks were screened and processed in a

timely fashion meeting established SLAs. Performed as escalation point for

specialists with problematic transactions/tasks. Ensured seamless

implementation of new processes and procedures; validated completeness of

training materials and processed documents which includes all relevant

documentation, all maintenance and administration of the training for

specialists. Proactively identified potential problems by monitoring trends

in transaction errors and workload; engaged appropriate resources to

achieve timely resolution of issues. Proactively worked with other Apple

departments to ensure business needs were addressed by isolating and

assisting with resolution of gaps and errors in system functionality and/or

processes. Achieved and maintained a comprehensive understanding of

AppleCare Service Order Management transaction handling procedures and

systems, served as backup for other members of team. Was named Best of The

Best for two consecutive months.

Service Representative - Marketing and Sales

AT&T, Kalamazoo, MI

July 2007 - February 2009 (Relocated to

Austin, TX)

Worked within a large call center environment. Discussed and handled

billing inquiries, product and service inquires. Consulted with customers

to recommend and sell a variety of telecommunications products and/or

services to meet customer's needs. Required to meet sales targets, as well

as meet or exceed customer care commitments. Negotiated service order

requests from customers and inputs orders via on-line system for

installation, removal or changes of telephone service. Determined credit

and security requirements and extensions of credit. Implemented Marketing

strategies and provided senior management with areas of sales

opportunities.

Project Manager/Administrative Assistant

Easy on Hold/Elation 360, Portage, MI

January 2007 - July 2007

Answered multi-line business phones. Managed all aspects of voice

productions including but not limited to management of tasks within

internal team, follow up with clients for quality, script revisions and

mailing products with a time interval set. Developed new procedures, online

billing system and coordinated with sales and upper management to insure

implementation. Also completed day to day outside errands and managed all

supplies are fulfilled.

Sr. Telecom Analyst - Marketing Division

Oreon Inc., Kalamazoo, MI

December 2005 - January 2007

Reviewed utility invoices to improve productivity and minimize costs.

Planned and coordinated installation of systems and scheduled meetings to

ensure efficient development and completion of communication projects.

Prepared and traveled to Client location to demonstrate proposals including

Governments Agencies with findings and recommendations. Communicated with

clients utilizing email and CRM.

Business Consultant/Coordinator

CTS Telecom/Climx Telephone Company, Climax MI

February 2001- December 2005

Responsible for customer service in the business service department

including; answering customer queries, problem solving and providing

detailed information on new products and implementing new accounts. Worked

as main liaison between all affiliated Competitive Local Exchange Carriers

(CLEC). Generated repeat business through successful client follow up.

Planned and coordinated installation of systems and scheduled meetings to

ensure efficient development and completion of communication projects.

Prepared proposals to business clients with findings and recommendations.

Developed new procedures and trained new customer service representatives

and associates.

Education

Davenport University, Kalamazoo, MI Business Administration 2004

Kalamazoo Valley Community College, Kalamazoo, MI Criminal Justice

Certificate 2000

Internships (Criminal Justice)

Kalamazoo 8th District Court-South (Court Clerks Office), 7810 Shaver,

Portage, MI 1998-1999

Kalamazoo 8th District Court (Probation Department), 227 W Michigan Ave

Kalamazoo MI 1998

Legal Aid of Western Michigan, 201 W Kalamazoo, Kalamazoo MI 1997

Contact this candidate