Customer Service Management

C. Reggie Smith

**** *********** ***** #* • Fairfax, Virginia 22031 240-***-**** • *************@*****.***

SUMMARY OF QUALIFICATIONS

Results driven professional, with 18 years of supervisory, customer service and contract management experience. Proficient at providing exceptional management oversight in virtual team based projects; while effectively communicating with key stakeholders and prospective clients. Adept at analyzing and resolving problems where time management is crucial. Has demonstrated ability to monitor on-going services for multiple clients, while procuring orders, and implementing cost reduction strategies for various government agencies. Key strengths include:

Federal and Private Sector clientele

Complaint Handling & Resolution

Contract Management (Federal Government)

Trainer/Instructor (Technical)

Security Clearance: Top Secret (Inactive)

KEY ACCOMPLISHMENTS

Managed a $750,000 inventory project for United States Capitol Police (USCP)

Coordinated the successful operation of more than 150 multi-functional document management devices in support of 300 personnel for the Federal Emergency Management Agency (FEMA)

Monitored and controlled programs to ensure compliance with General Services Administration (GSA) and Federal Acquisition Regulation (FAR) guidelines

Performed cost benefit analysis, resulting in approximately $185,000 savings

WORK EXPERIENCE

Metropolitan Shuttle Herndon, VA

Transportation Consultant February 2017 – Present

Communicate effectively both in email and over phone to discover the customer’s wants and needs for upcoming trips

Utilize various computer programs such as Sales Force for tracking and updating service to increase marketing effectiveness and capture additional sales opportunities

Consult and guide customers to the appropriate vehicle using Department of Transportation (DOT) Guidelines on local and long distance travel, as well as day and multi day rental of Vehicles

Use Microsoft Office 365 to check vendors listed throughout every state approved for rental by DOT

Facilitate steps of availability of vehicle, such as national events checklist, booking availability, booking with vendors and sending customer an Estimate sent via email or Sales Force, as well as sending Vendor a Worker Order using Sales Force

Once order is approved by accounting, send email informing customer and vendor on logistics of scheduled event

Pohanka Acura Chantilly, VA

Sales & Leasing Consultant October 2016 – January 2017

Communicate effectively both in-person and over the phone to discover the customer’s wants and needs

Utilize various provided computer programs such as Customer Relationship Management (CRM) Elead1 selling tools, and Car wars for call tracking service to increase marketing effectiveness and capture additional sales opportunities

Consult and guide customers to the appropriate next step based on their situation

Facilitate steps of the sale, such as the vehicle appraisal process, taking test drives, and submitting finance applications

Continuous self-improvement thru weekly courses geared towards closing deals

Fair oaks Fire and Rescue Fairfax, VA

Fundraising/Community outreach April 2016 – Current

Responsible for administrative duties to include fundraising and planning of signature events for community

Provide other ad hoc administrative assistance such as processing donations, researching, updating donor’s data for accuracy

Safeway Food Store Vienna, VA

Night Shelf Stocker April 2016 – June 2016

Created presentation materials to reach potential customers

Used just in time inventory to replenish depleted on hand stock of inventory

Key point Government Solutions Loveland, CO

New Investigator Training January 2016

Participated in training for Office of Personnel Management (OPM) background investigations, including briefing, interviewing, and security processing systems

National Association for the Advancement of Colored People (NAACP) Waldorf, MD Co- Advisor of Youth Services March 2014- Present

Teach youth how to petition and fight the cause of rights in some instances denied, and understand the process of legislature and how it impacts the outcome of any cause for petition and in some cases protests

Xerox Corporation Washington, DC

Account Coordinator March 2007 – July 2013

Served as onsite liaison to Federal and private sector customers, responding to customer service requests for document management technology and services

Worked with Senior Management Town Hall Panel, which focused on maintaining a high level of customer service and leveraging new technologies to meet the customer’s challenges

Conducted site surveys to analyze and advise on technical solutions to meet the customer’s business goals

Worked closely with the External Engagement team

Led a team conducting a project audit, resulting in reduced inventory and a streamlined managed services contract

Demonstrated a high level of customer service by applying the Federal Acquisition Regulation (FAR) to guide procurement, maintenance, and billing of document management technology and services

Developed policies and procedures, for the successful delivery, control, and execution of assigned programs

Evaluated services to ensure customer requirements were met in an efficient and cost effective manner using the cost management plan

Collected requirements from statement scope, and supporting supply chain management, for FEMA, working with GSA on acquisition process of purchasing and leasing equipment

Experience working with multiple award contracts, General Services Administration (GSA), Blanket Purchase Agreement (BPA), Fixed Price (FP), and Managed Services Agreement (MS)

Managed Print shop for mass production onsite and offsite for effective turnaround time for work over flow using Hardware such as: Xerox Digi-Path 6135, Xerox Docu-tech 135, Xerox 2101, Xerox 5800, Docu-Color 5252/2636/40, and Booklet maker 52

Software used were: Command Workstation Server Address select 5.3, Scan Image page Pro 110, Nikon 3.0, Adobe Photoshop, and Free flow make ready 3.0

Account Lead September 2000 – March 2007

Lean Six Sigma and project management disciplines to facilitate planning, cost estimation, resource allocation, and successful completion of a $750,000 inventory project

Negotiated service contracts and cost with clients to address needs during Pentagon renovations, resulting in $41,000 savings

Coordinated with Xerox Technicians and Information Technology (IT) to resolve network related issues with document management devices, to meet contractual obligation of 98% uptime.

Increased customer base by developing relationships with new customers

Provided on-site support to eleven customer locations

Provided training to customers on new equipment features and basic troubleshooting techniques

Monitored the network status of all on-line equipment using Centre ware software to mitigate associated risks

Resolved customer complaints by serving as a customer advocate, working with sales managers, service managers, and product users

Coordinated Special Need Interns for The Kennedy Center’s EEI (Experiential Education Initiative) Program; which taught discipline, improved self-esteem, and challenged students to think in new ways in relation to the work environment

Account Associate July 1995 - September 2000

Onsite support technician, responsible for repairing copiers, in order to meet contractual agreement of 98% uptime

Coordinated delivery, pickup, relocation and setup of Xerox multi-function devices

Prepared monthly invoices for billing

Performed business development services for various customer accounts in Washington, DC, including facilitating the purchase of new document management devices

Served as lead instructor for troubleshooting certification course for field technical support staff

Developed training materials and conducted group training sessions on equipment repair

Advanced Marine Enterprises Arlington, VA

Facilities Coordinator March 1992 – July 1995

Supervised and trained facilities staff

Coordinated operational checks, maintenance, and repairs of office equipment and supplies

Eastern Senior High School Washington, DC

Educational Aide September 1988 – March 1992

Assisted teachers in developing curriculum and after school programs for students in grades 9-12

Mentored and tutored students in State and Federal Title Programs

EDUCATION & PROFESSIONAL DEVELOPMENT

Certifications & Training

Lean Six Sigma Greenbelt Certification, Project Management Professional (PMP) Boot Camp, Production Metrics and Data Collection Methodology training

University of Maryland University College, Adelphi, MD 2002

Bachelor of Science, Business & Management

COMMUNITY INVOLVEMENT

Toastmasters International April 2016 – Current

Executive Board Member: Mount Pleasant Baptist Church, Club #4640755

Sharing ideas to small groups or large audiences by formulating, expressing and selling ideas with poise and confidence thru written and spoken word with effective communication

Fair Oaks Volunteer Fire & Rescue April 2016 – Current

Fundraising/Community outreach

Responsible for administrative duties to include fundraising and planning of community events

“Nine Innings of Networking” April 2015-June 2015

Logistic Coordinator

Served as a management team member, responsible for the planning and implementation of the logistics support to a large scale hiring event

Maryland Leadership Committee January 2015-June 2015 Marketing Coordinator

Responsible for all leadership meeting correspondences, Utilized various meeting and calendaring tools and software, including Google Plus to communicate with team members, conduct meetings virtually, and share documentation.

National Association for the Advancement of Colored People (NAACP) March 2014- Current

Co- Advisor of Youth Services

Teach youth how to petition and fight the cause of rights in some instances denied, and understand the process of legislature and how it impacts the outcome of any cause for petition and eventual protest.

Upward Sports, Inc.

Head Coach Basketball November 2013-March 2014 Coached basketball fundamentals and taught strategies used in execution of plays to winning the game.

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