Vicki Smithers

Summary

A Professional Customer Care Representative efficiently used Computer and Telephone to resolve

billing/ service concerns, OTIS, presented latest products and services offered such as cell phones,

high speed Internet, mobile hotspots, landline phones, cable television.

Dependable and people oriented, ability to productively manage heavy workloads while

maintaining high quality standards.

Adept at prioritizing to effectively multi-task while working with deadlines, meeting and

exceeding goals. Key skills include:

o Effective Communication / Best in Class performance

o Needs Analysis / Motivated Employees

o Time Management / Tested T1 - T3 trunk lines

o Creative Problem resolution / Technical Support

o Processed Accounts / Banking /Customer Service

o Docutech Print Services / Docucare Desktop Publishing

o Copier Technician / D.O.T License

o Mail Services / Inspection / Assembly

Education

R.I.T. - Rochester, New York

o Business & Communications, Evening Studies, Course Completed

IBM – Rochester, New York

o Internship in Business & Communications

SUNY Brockport @ E.O.C. – Rochester, New York

o Business & Communications, Certificate Program

Skills:

Microsoft Office, Word, Some Excel, Internet, Fax, Data Entry,10 Key Alpha Numeric, AS400,

Billing/Payments, Wrote trouble tickets, Technical Support Troubleshooting.

Professional Experience:

Monroe County Board of Elections: Rochester, NY 2016 - 2016

Site Chair / Elections Inspector: Supervisory Role

Assisted community of voters with using voting machines.

Scheduled breaks and lunches for Elections Inspectors. Responsible for totaling all materials

associated with the laws and rules under the United States Government and returning locked

equipment including vote tallies to the Monroe County office building at close of vote. Per. Diem.

Assembled voting machines using hand tools. Attached proper signage on property, set up work

equipment, worked as a team member to successfully complete servicing the community.

Disassenbled machines at end of day along with packing supplies and confirming accounting of

materials. Per. Diem.

Sutherland: Rochester, NY 2015 - 2016

Customer Care / Call Center Representative

Took training classes for knowledge of communications services and sales of AT&T products.

Efficiently used Computer and Telephone to resolve billing/ service concerns, OTIS, presented

latest products and services offered such as cell phones, high speed Internet, mobile hotspots,

landline phones, cable television.

Handled over 80 calls per day

Processed payments, trouble shooting to identify issue then initiated referral to technical support,

scheduled service appointments.

Worked with multiple systems for efficient processing of accounts for customer satisfaction in a

call center setting.

Self Employed: Rochester, NY 2014 – 2015

Customer Sales Marketing / Executive Trainer.

Traveled to various U.S. States, to market services and products to individuals and businesses,

through 5Linx.

Processed orders of account services and goods then submitted into Computer systems.

Trained and Coached New Representatives, answered customer inquiries through personal web

link, telephone and in person received training and gave presentations.

Monroe County Board of Elections: Rochester, NY 2013 – 2013

Election Inspector & Site Chair / Supervisory Role

Received training on instructions for voting and operation of equipment, took United States oath

for Government Employees and was Sworn in to conduct business in voters affairs.

Assisted community of voters with using voting machines.

Scheduled breaks and lunches for Elections Inspectors. Responsible for totaling all materials

associated with the laws and rules under the United States Government and returning locked

equipment including vote tallies to the Monroe County office building at close of vote. Per. Diem.

USPS, United States Postal Service: Rochester, NY 2011 - 2012

Clerk

Sorted, prepped and processed mail in various postal facilities locally. Quality control Inspection

of letters and packages for damage and redirection.

Processed mail into casings and automation machines to verify and distribute to proper

destinations throughout the country for delivery.

Delivered sorted mail to finishing clerks and dispatchers.

Transported mail to dock stations for public distribution.

Learned automation of Robot controlled mail station. Worked in various areas of the postal facility

as needed, always a team worker.

Paladin-Inc.: Rochester, NY 2011 – 2012

Docucare2 Tech / Customer Service Representative

Made first level repairs and preformed preventative maintenance to Xerox Copiers and equipment;

replaced consumables when necessary, inspected all visible parts for effectiveness and defects and

replaced to insure proper functioning of machines, reported major defaults to my next level support

team and Manager if needed, in order to keep Clients business operating with Copy service.

Ordered supplies, kept daily, weekly and monthly records using Computer Spreadsheets and Fax,

obtained Meter reads.

USPS, United States Postal Service: Rochester, NY 2010 – 2011

Mail handler

Sort, Prep operator; Loaded mail and packages to prep stations.

Deliver sorted mail to finishing clerks and assist carriers.

Transported mail to dock stations for public distribution.

Learned automation of Robot controlled mail station.

Quality control and Inspection of letters and packages for damage and redirection to proper

destinations.

Work in various areas of the postal facility as needed, always a team worker. Temp.

PDS Technical: Rochester, NY 2007 – 2008

DocuTech Operator / Customer Service Copy Assistant

Scanned materials for use in Desktop Docutech print format, used designed software for legal

services.

Maintenance of Copiers and Printers daily, forwarded escalated issues to Tech Reps.

Performed Inspection of documents and generated proof for client before final submission;

checking font selection, image spec's, searched and retrieved data from storage files.

Mail Requirements; using electronic mailing systems, scales and postage meters, sorted, filed and

delivered Mail, used Computer, Telephone and Fax Machines, operated High Volume Printers.

Restocked supplies, changed ink cartridges and provided follow up with internal and external

customers. Learned footnote process and other job requirements given. Temp.

Staples NAD: Rochester, NY 2006 – 2007

Customer Service Representative

Data - entry operations used on AS400 computer system along with spread sheets and Excel.

Verification of product items, were totaled and submitted to customer accounts for payment.

Documented and processed customer orders received by fax and mail. Inbound and outbound call

center. Provided follow up with client and senior representative for customer satisfaction.

*HURRICANE KATRINA*

MAJOR DEPARTMENT STORE: Jackson, MS 2005 – 2005

Department Manager /Merchandise Coordinator

Provided sales, merchandising and customer service to clients in store.

Processed credit card/cash transactions and Created merchandising displays that featured current

apparel trends.

Coached new associates on sales techniques and trained them operation of cash register, resulting

in fewer transaction errors.

Successfully mitigated irate and emotionally upset customers which reduced merchandise returns.

Assigned co-worker’s specific duties on sales floor thereby reducing customer waiting time.

Coordinated projects

Xerox Corporation: Webster / Rochester, NY 1991 – 2003

Docu-Tech Desktop Publisher/ Inspector

Trained in Print Services for Desktop Document Publishing of Business Related Materials; such as

instruction manuals, books and business cards, lay-out proof finish on hard copy and disk for

verification. Key operator for software testing.

Used computerized mailing systems for DHL, USPS, FEDEX, and UPS, replenished toner and

oils, changed fusers and daily maintenance of equipment.

Operated punch machines, binders and collators, folders, pack and ship.

Data entry, assisted account managers.

Trained and supported co-workers. Shared in meetings and discussions, Coordinated projects

Inspection, assembly, soldering and disassembly of copier parts. Mixed and applied paints and

textures to panels.

Assembled and disassembled Copiers, final inspection clerk.

Approved and Inspected prints for Marketing department and clerical duties.

Certified in blueprint reading, basic electricity and schematics.

Quality through leadership training. ISO certification for reproduction manufacturer. Major Lay

-Off.

Other Experience

Monroe County Board of Elections: Rochester, NY 2016 - 2016

Elections Inspector

Received training for new Government rules, laws and requirements with voting systems and

operations of machine equipment.

Set up voting machines using hand tools, placed proper signage inside and outside of polling site.

Assisted the community by providing instructions on exercising their legal right to vote.

Worked continuously with all Election Inspectors on site as a team member. Per. Diem.

Volunteer Commitments:

Meals on Wheels, delivering food to the Elderly, served on my Churches PASTORAL CARE

Ministry. Tutored Basic Math and English to Adults through Religious Affiliate. Former Junior

Achievement Member.

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