Glenna Smith

657-***-****

ad30sg@r.postjobfree.com

CAREER OBJECTIVE

Customer service professional with a passion for enhancing the customer experience. Seeking a challenging role with a company committed to excellence. Results-oriented with extensive experience in customer service, quality assurance, and team leadership. Proven ability to optimize operations, foster customer loyalty, and drive business objectives through strategic decision-making.

SKILLS

● Proficient with Google Workspace

● Experienced with Zendesk, and Gorgias

● Extensive experience with Shopify

● Experience with Shipstation

● Creative Problem Solving

● Dedicated to Quality Assurance

● Process Improvement

● Customer Service

● Time Management

● Social Media Moderation

EXPERIENCE

Forget Me Never Store, Remote - Customer Service Specialist March 2023 - Current

● Part-time customer service specialist managing order inquiries through various channels.

● Provide exceptional customer service via Social Media, Email, and Phone. BlendJet, Remote - Customer Service Expert

November 2018 - March 2023

● Provided chat, phone, or email support for an average of 100+ customers per day.

● Addressed various customer inquiries, including wholesale requests, social media support, order support, escalations, and subscription support.

● Ensured world-class customer service through effective communication and problem-solving.

● Collaborated with cross-functional teams to resolve complex issues and enhance overall customer satisfaction.

● Worked closely with the fulfillment and executive teams to streamline processes and improve the customer experience.

Custom Search Solutions, Coos Bay Or - Co-Owner

May 2018 - Present

● Partnering with clients to help them make the most of their business, make their life a little bit easier and help them continue to grow.

● Web Design, Search Engine Marketing, Social Media Marketing, App Design. Bassett Salon Solutions, Anaheim CA - Customer Service Manager April 2017 - May 2018

● Managed customer support staff, ensuring effective team performance.

● Developed training and resource materials for both customer service and outside sales teams.

● Sourced and hired talent to support team growth.

● Reported daily, monthly, and year-to-date Key Performance Indicators (KPIs) FCR, Veneta Or - Shared Program Manager

March 2015 - March 2017

● Managed customer support for four high-end start-ups simultaneously.

● Oversaw monthly cost projections, maintained variance reports, and prepared billing statements.

● Developed and executed weekly schedules based on volume forecasting.

● Implemented robust reporting for daily, monthly, and year-to-date KPIs.

● Led data-driven action planning for improved team and company performance.

● Collaborated with clients to establish and maintain tailored quality processes.

● Screened, trained, and mentored colleagues for career advancement.

● Delivered client presentations on relevant KPIs and contact drivers. FCR, Veneta OR - Quality Assurance Manager

April 2014 - March 2015

● Partner with globally recognized travel company to develop global quality review process for their internal team and outsourcing partners

● Reporting daily, monthly, and year to date KPIs

● Facilitate weekly calibrations with team and client

● Screen and hire additions to the team, then train, develop, and mentor the team

● Create and deliver Quality Assurance statistic presentations for the client FCR, Coos Bay OR - Agent, Team Lead, Program Supervisor February 2012 - April 2014

● Conducted interviews, trained new hires, and maintained training processes.

● Provided daily and monthly feedback, aiding colleagues in achieving goals.

● Created and managed daily performance logs and reports.

● Developed weekly schedules based on volume forecasting.

● Successfully handled escalation calls for a high-end home decor site. References

Available upon request

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