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Customer Service Manager

Fredericksburg, Virginia, United States
December 02, 2018

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Bernice Smarr *** Anvil Road Fredericksburg va 22405 540-***-****


To find a position that utilizes my extensive background in customer support, analytical and leadership skills.


North Stafford High School

High School Diploma


RCS Trucking & Freight Inc. 10210 Marsh Road Bealeton VA 22712

Executive Administrative Assistant November 2015 – Current

Works directly for the president, vice president and the safety director of the company.

Organizes manager meetings

Updates real-time revenue reports

Drives employee motivation events and activities.

Performs any other tasks that are assigned.

Issue Fuel Cards

Track and update Fuel Reports

Track/Order company inventory.

Maintain and file IFTA and IRP reports.

Assist with the driver hiring process.

Issue Permits across several states.

PARS Inc. Gainesville VA

Customer Support/Logistics Coordinator January 2015 – November 2015

Work directly with fleet management companies to coordinate the pickup and delivery of company cars. Address any mechanical, maintenance and damage issues before delivery.

Lowes. Stafford VA

Cashier October 2014 – January 2015

Assist customers with check out. Process refunds and exchanges. Assist with internet orders once the customers have submitted them online. Assist customer with locating items they are shopping for.

Address any mechanical, maintenance and damage issues before delivery.

Intuit Inc. 110 Juliad Ct Fredericksburg VA 22406

Held Multiple Roles November 2002 – November 2013

Inbound Sales*Seasonal Coach*Customer Service Lead*Sr Service and Support Agent*Payroll Specialist*Business Analyst*Command Center

Answer inbound calls from customers that needed assistance renewing their tax programs

Upsell/Cross Sell based on customer need.

Conducted Interviews for potential employees.

Led a team of 10-15 full time and seasonal agents.

Provided support and guidance to ensure agent goals were met.

Partnered with the IT department on several projects to improve processes.

Calibrated with other members of the leadership team to identify areas of opportunity.

Create and update standard operating process on an ongoing basis.

Mentor for customers who contacted or corporate office with unresolved issues. Office of the president contacts

Developed QA Process for offshore partners in the Manila Philippines.

Improved performance on the less experience staff by teaching them how to resolve customer issues.

Partnered with off short leaders and conducted calibration meeting to discuss agent s performance.

Observe and evaluate agent’s performance and coach to improve results

Identify, research, and resolve more complex problems.

Analyze and research data from customer surveys to improve processes and provides feedback to product management.

Create and update knowledge base articles for both internal and external websites.

Develop and maintain the process for on boarding new hire agents, while creating training material.

Support customers through multiple channels; Phone, Email, and Live Chat.

Challenged processes and systems to create better customer service and agent experience.

Lead several TPS experiments through rapid experiments.

Work from home, remote agent.

Worked directly with Intuit Online Payroll for our banking partners; Bank Of America, PNC and Regions Bank

Assist customers with setting up their payroll service

Provide manager coverage.

Deliver daily, weekly and monthly reports.

Coached and monitored peers with more complex issues and manager escalations.

Provided feedback on internal knowledge base.

Troubleshoot login, exporting and website issues.

Resolved customer issues through multiple channels; Email, Phone and Live Chat support.

Responsible for delivering daily and weekly historical files.

Responsible for delivering weekly data for Sr. Leadership Meetings.

Pull Data and manipulate to look for patterns.

Released and sent customer surveys out to evaluate their experience.

Improve efficiency of repetitive work.

Ensure agents are logged in on time.

Re-skill agents as needed to meet the needs of the customers.

Report sick line messages to coaches and managers.

Send out hourly interval reports.

Adjust schedules as needed to meet business


Strong Listening skills

Strong analytical skills

Works under little to no supervision, manage time efficiently

Able to research, analyze to determine root cause of issue

Extensive background in coaching, mentoring and quality assurance

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