Customer Service Manager

Demetrius T. Smith

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

Jacksonville, FL 32205

Cell: 904-***-****

***************@*****.***

Objective: To secure a position with a reputed Apartment Community where I could put my skills and experience

into practice in a highly professional way so that it will enable me to expand my areas of responsibilities with further

career potential.

Experience:

06/12 –present Avesta Homes LLC/ Assistant Property Manager

● Greet prospects and qualify by covering all criteria (ask questions; utilize completed guest cards, etc.)

● Greeted prospects and immediately recorded all telephone calls and in- person visits, Filed guest cards and keyed into Yardi system.

● Collected rental payments posted money and deposited them into the bank.

● Focused on Properties Budgets, Tax Credit Property,

● Type lease and complete appropriate paperwork and input information on Yardi System accurately and on a timely basis. Review

with the Community Manager prior to obtaining signatures.

● Maintain current resident files. Receive all telephone calls and in-person visits. Listen to resident requests, concerns and comments.

● Quickly complete maintenance Service Request and inform the maintenance team. Answer questions for residents about

community, repairs, rent, rules, etc. Follow up on a timely basis if unable to respond to residents on all matters.

● Ensure all maintenance repairs are handled satisfactorily by contacting residents with completed Service Requests on a weekly

basis.

09/11 – 05/12 Teleperformance /Wellcare Augusta, GA /CSR/Team Lead

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week

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and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of

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both new and established employees.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all

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categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance

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evaluations. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve

productivity.

10/11-Present H & R Block Augusta, GA Client Service Professional

Interacted with customers in person or via telephone

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Filed all paper work and kept office in compliance.

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Created different ideas for marketing the company brand name

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Manage client flow through Appointment Manager Software and Excel

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routinely balanced cash register and received cash, check, and credit card payments

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02/10 - 10/11 SITEL Corporation Augusta, GA Customer service specialists

• Answered calls from customers regarding their VZW prepaid account

• Troubleshoot issues with problems solving and critical thinking skills

• Used multiple software programs to verify and assist customers

• Processed payments and activated new accounts in the Verizon Network

• Handled all customer complaints making sure each customer was satisfied before releasing the call

Education:

Christ Central GED August 2011

Florida State College Computer Technology August 2012

Skills: proficient with Microsoft word, Excel, Power Point and Internet; CPR certified, Yardi, Tax

credit knowledge, HUD experience

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