Customer Service Quality Assurance

Paris D. Smith ***** Virginia Rd. Southfield, MI

***** **. 248-***-**** *********@*****.***

QUALIFICATIONS SUMMARY

Immediate Value Offered:

-Best-in-Class Service Excellence

-Improving Productivity

-Commitment to Organizational Goals

-Increasing Customer Satisfaction

-Fostering Positive Client Relations

Performance-, Results, and Goals-Driven Customer Service Specialist with easily transferable, marketable skill set

fully committed to providing best-in-class customer service by constantly exceeding customer expectations while

staying in sync with strategic corporate objectives. Extremely motivated to leverage expertise into challenging new

opportunity to contribute to company’s bottom line. Adept problem-solver capable of handling multiple demands and

prioritizing tasks amid fast-paced environments and shifting priorities. Demonstrated ability to successfully resolve

customers' complaints under stressful situations ensuring compliance with established service level agreements.

PROFESSIONAL EXPERIENCE

Canon Business Process Services, Inc. New York City, NY 3/2006-present

Wholly-owned subsidiary of Canon, Inc. and worldwide innovation leader of professional outsourcing services.

Mail Services Representative-Mail Services, Office Services & Copy Center Support (10/2012-present)

Credit Acceptance Corporation, Corporate Headquarters, Southfield, MI

Exceeded corporate objectives by providing excellent customer service for client who recently renewed corporate

service contract to Canon Business Process Services for another three-year term of service.

Key Achievements:

• Awarded 15 % merit salary increase after 6 months due to exemplary job performance.

• Received employee recognition award (November 2012) for outstanding quarterly performance.

• Presented employee recognition honor (February 2013) for outstanding quarterly performance.

• Achieved employee recognition accolade (June 2013) for outstanding quarterly performance.

Office Services Representative III- ACG Shipping & Receiving, Dock & Warehouse Operations (10/2009-

10/2012)

AAA Michigan-Auto Club Group, Dearborn, MI

Successfully and efficiently managed daily shipping and receiving operations for 2nd largest AAA club in U.S.

Key Achievements:

• Excelled in reputation as highly reliable resource and subject matter expert for all shipping issues.

• Cited by employer as Employee of the Month (March 2011) for outstanding job performance.

• Forged strong professional relationships in accordance with contracted service agreements.

• Received numerous glowing testimonials from clients for meritorious customer service.

Legal Services Representative-Mail, Copy & Print Services/Litigation Support (1/2009-10/2009)

Howard & Howard Attorneys, Royal Oak, MI

Noted participant in move of law firm to new headquarters, necessitating creation of new position with legal

client.

Key Achievements:

Page 1

• Merited newly created position with client account due to successful participation in office move.

• Assumed newly created role with account, thus enhancing staffing model.

• Played significant role in highly publicized launch of new corporate headquarters.

• Seconded mailroom staff in the setup and relocation of new office services center facility.

Paris D. Smith On-Site

Services Representative-Citimortgage Mail Center (3/2008-12/2008)

Citimortgage, Inc., Southfield, MI

Elevated service standards while providing exceptional customer support for leading mortgage lender.

Key Achievements:

• Charged by treasury department with periodic deposits into corporate account, ensuring confidence.

• Utilized proprietary database to verify clients’ exact mail locations ensuring seamless mail delivery.

• Professionally managed hardware and consumables inventory ensuring uninterrupted service.

Office Services Representative II-Shipping & Receiving Operations (3/2006-3/2008)

LaSalle Bank Midwest, N.A., Troy, MI

Acknowledged by employer for outstanding professional contributions while providing seamless shipping and

receiving operations at regional headquarters of commercial banking firm.

Key Achievements:

• Cited 3 times as OBS Employee of the Month for exemplary customer service delivery.

• Consistently received excellent ratings at annual employee job performance review.

• Received kudos and strong customer feedback from clients for outstanding service.

• Fostered outstanding working relationships with professional customer base.

EDUCATIONAL BACKGROUND

• Associate of Liberal Arts Degree, Wayne State University, Detroit, MI

Activities and Societies: Wayne State University Alumni Association

• Candidate Microsoft Office Specialist Certification (Expected 2014)

New Horizon Computer Learning Centers Great Lakes Region, Livonia, MI

TECHNICAL PROFICIENCY

Applications: Microsoft Office Suite, IE 8/9/10, Advanced Internet Search Techniques

Platforms: O/S: Windows 95/98, 2000, 2003, 2007, XP Professional, Enterprise; MAC OS X

Hardware: PC, Desktops, Palm, workstations, MFDs, various peripheral devices

SOCIAL MEDIA/PROFESSIONAL REPUTATION

Networks: LinkedIn Profile: http://www.linkedin.com/in/parissmith1

Beyond Career Portfolio: http://www.beyond.com/parissmith1

Twitter: https://twitter.com/parissmth

Professional Blog: http//:parissmth.wordpress.com

-20 Years experience in fields of Customer Service, Corporate Operations and Busniess Support

-4-time OBS Employee of the Month: November 2006, February 2007, April 2007 and March 2011

Page 2

TRAINING & DEVELOPMENT

• Time Management, Business Communications, Organizational, Prioritization Skills

• Best Practices, Service Excellence, Client Relations, Conflict Resolution

• Problem-Solving, Troubleshooting, Alliance Building, Customer Support

• Corporate Office Services, Business Process Services, Quality Assurance

Page 3

Contact this candidate