Bryan S. Smith

*** ****** ****

Canton / GA *****

Cell: 770-***-****

Email: acbr2k@r.postjobfree.com

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.

[pic][pic][pic][pic][pic][pic][pic][pic][pic][pic][pic][pic][pic][pic][pic][pic]

[pic]

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