Customer Sales
Resume:
Bryan S. Smith
Canton / GA *****
Cell: 770-***-****
Email: **************@*****.***
OBJECTIVE
A dynamic and career oriented individual with great professional ethics and
a desire to grow in a company with opportunities of advancement. Highly
motivated with exceptional ability to work under pressure.
PROFESSIONAL EXPERIENCE
The Home Depot (Store Support Center) Atlanta, GA 05/2010 - Present
Customer Care Department: Supervisor
Responsible for ensuring superior service to customers by directly
supervising the daily operational activities of a team of 10 contact
center agents Coached assigned team in a manner that assured quality
customer interaction with a core focus on building, retaining and improving
customer relationships.
Generated and maintained reports for scheduling and staff based on call
volume forecast.
Directly organized and supervised day-to-day operations and activities of
my contact center team in order to achieve key performance goals via call
monitoring and case audits. Maintained daily and weekly statistics for
individual direct reports, analyzed department results, troubleshoots
operational problems and completed team reports as required. Presented
weekly business review to senior leadership.
Identified and analyzed escalated problems and provided guidance and
coaching to direct reports for resolution. Served as point of escalation
for transactions requiring advanced expertise or discernment and resolved
complex customer issues while ensuring timely follow up and customer
satisfaction.
The Home Depot (Store Support Center) Atlanta, GA 11/2009 - 05/2010
Customer Care Department: Bilingual Resolution Expeditor
Responsible for taking inbound calls in English and in Spanish from both
internal and external customers via telephone, letter and e-mail through
active listening and professional communication while identifying root
causes of customer issues following predetermined parameters and
guidelines. Responsible for following up with customers regarding the
resolution of the issue while applying quick and accurate decision making
to resolve customer issues expeditiously.
Bank of America (Card Services) Kennesaw, GA 07/2005-10/2009
Bilingual Customer Sales Associate III
Responsible for incoming calls in a fast pace, goal-oriented, strong
decision-making skills environment. Solicited balance transfers from
competitors, sold cash deposits into checking accounts and offered
supporting credit card products and services. Utilized negotiation skills
to determine the most appropriate solicitation for each customer, minimized
fraud, while maintaining customer satisfaction and delight. Fast pace, goal-
oriented, strong decision-making skills environment.
Goldman Sachs & Co. New York, NY 03/2002 - 12/2004
Latin American e-commerce Division Call Center Representative
Handled billing and transaction inquiries in regards to customer's current
portfolio. Solicited potential customer's providing detailed information of
stocks and securities. Entered, maintained and updated the division's
client management database. Generated daily data integrity reports for
management. Daily interaction with senior account managers to follow up on
data integrity.
Goldman Sachs & Co. New York, NY 06/1999 - 02/2002
Supervisor of Internal Mail Center
Supervised Internal Mail Department. Responsible for the metrics,
development and performance goals of 6 mail clerks as well as the
operational functionality and the editing of the firm's internal database
mail tracking system. Generated and maintained daily reports of
inconsistencies and potential solutions.
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EDUCATION
Universidad Cat lica / Quito-Ecuador / 10/1990 - 07/1994)
Bachelor of Arts.
SOFTWARE PROFICENCY
MS: Word, Excel, Outlook, Query, Visio, PowerPoint, Access, Crystal,
Windows XP, Internet Explorer, Bloomberg.
OTHER ASSETS
One hundred percent fluent in Spanish as a second language (oral and
written)
Contact this candidate