REINA SMILEY

CUSTOMER SERVICE SPECIALIST

347-***-**** • ad2l6v@r.postjobfree.com

SUMMARY

Competent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity, kindness and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

SKILLS

● Issue and Complaint Resolution

● Call Documentation

● CRM Software

● 55 wpm Typing Speed

● Customer service

● Microsoft Office

● Microsoft Teams

● Excel Spreadsheet

● Google Suite

● Problem Resolution

● Call Center Environments

● Project Management

● Working efficiently within a remote setting

EXPERIENCE

Homecare Assistant (Remote)

QUALITY FAMILY CARE Aug 2023 - Present

● Demonstrated ability to understand and connect with individuals needing care, fostering a supportive environment.

● Proficient in adjusting care techniques to accommodate various disabilities and evolving needs, ensuring optimal support.

● Strong communication skills, adept at effectively engaging with individuals with diverse communication abilities.

● Well-developed patience in handling complex situations and providing consistent, compassionate care.

● Skilled in navigating unexpected challenges, employing resourcefulness to ensure continuous high-quality care. Virtual Life Coach (Remote)

CLARITY CONSULTANT Aug 2021- Aug 2023

● Maintain a customer resolution rate of 95% over my tenure with the company.

● Upholding quality control policies and procedures to increase customer satisfaction.

● Assisting individuals in defining career goals, enhancing job performance, and navigating professional challenges through virtual sessions.

● Supporting clients in improving overall well-being, focusing on areas like fitness, nutrition, stress management, and mental health through remote guidance.

● Providing guidance and advice on building healthy relationships, navigating conflicts, and improving communication skills through virtual consultations.

● Helping individuals cultivate mindfulness, manage stress, and develop techniques for improved mental and emotional balance through remote sessions and guidance.

Customer Service Team Lead (Hybrid)

WE ARE EARTH Jun 2018 - Jun 2020

● Set attainable daily, weekly and monthly goals and game plans for the grievance department.

● Cross-trained new team members, resulting in 19% increase in customer satisfaction ratings from the time I was hired.

● Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

● Successfully multitasked while navigating various functions of the company's service management system.

● Volunteered to handle complaints and issues for managers during busy time periods.

Customer Service Specialist

DROPPING SEEDS Feb 2017 - Jun 2018

● Assisted over 20 clients daily with their needs and concerns via phone, email, web chat, and fax

● Coordinated internally with operations and logistics to maintain knowledge of new company products

● Trained new hires on products and services, best practices and protocols to reduce process gaps.

● Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisors.

● Mentored new employees on procedures and policies to maximize team performance.

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