Customer Service Representative

SHIAWANA MONRIA SMITH

Address: **** ******** **** ****:107

Miramar, FL 33025

Phone: 305-***-****

Email: ********@*****.***

Administrative professional and customer service specialist with over 19 years of experience in a versatile workforce.

SKILLS

Leadership Skills

Customer Services Specialist

Chat

Internet Services

MS – Outlook, Excel, Word.

SDP

Front Desk Reception

Daily Reporting

AS-400

Zendesk Email/Chat platform

Right Now email platform

Salesforce

EXPERIENCE

February 2009 – Present

INTERNET SERVICES REPRESENTATIVE,

Rewards Network

Promoted to Internet Service: Responsible for providing world class customer service to members by email and chat. Respond to members inquiries that include account updates, processing claims, missing rewards, program details and bonus summaries.

April 2008 – February 2009

SENIOR MEMBER SERVICE REPRESENTATIVE,

Rewards Network

Manage high call volume with first call resolutions under four to five minutes average time.

Assist members with logging into their accounts, website navigation, payments, account updates and missing claims.

Front Desk Receptionist Assistant: Responsible for handling front office reception and administration duties, directing calls to appropriate associates, mail distribution, requisition of supplies as well as additional clerical duties.

January 2001 – Present

CONTRACTS PROCESSOR SPECIALIST,

Alorica – Directv/AT&T Business service center

Responsible for verifying, validating, reviewing, and auditing of contractual documents for quality from dealers and customers. Daily duties include team assistant, account creation, project audits, invoices, quality assurance, payments, service calls, change of service and troubleshooting.

EDUCATION

2017 - Present

Broward College - BCC Pembroke Pines, FL

Degree: Criminal Justice

01/07/2005 – 06/08/2005

Nova Technical School Davie, FL

Certificate: Billing and Coding

American Sr. High Miami Lakes, FL

H.S. Diploma - 1997

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