Experienced Customer Service Specialist
Resume:
Britnee Smiley
Houston, TX *****
ad5en1@r.postjobfree.com
Experienced Customer Service professional seeking a position with a growing, successful company to build a long-lasting career.
· Customer Driven / Excellent Customer Service Skills Authorized to work in the US for any employer
Work Experience
Branch Supervisor
First Convenience Bank Texas - Houston, TX
March 2023 to March 2024
• Under immediate direction, provides exceptional customer service, involving receipt and payment of cash, while working in a high volume, sales environment. Follow the established policies in accordance with the bank and the supervisor's direction Accountable for the personal achievement of monthly new account production as assigned by upper management Process deposits and pay out funds in accordance with bank procedures, to record all transactions accurately and balance each day's operations Receive cash and checks for deposit, verify amounts, and look for check endorsements Examine cash carefully to guard against acceptance of counterfeit checks and identification Enter transactions into computer and issue customer receipts Sell and prepare money orders, cashiers checks, bank-to-bank wires, savings bonds, travelers' checks and certificates of deposit Process western union wires and cash advances Cross- sell bank services and products
Customer Retention Specialist
DIRECTV - Houston, TX
September 2021 to March 2023
• Handle in bound calls from customers looking to cancel their service.
• Maintain relationships by providing empathy, acknowledging customers concerns, and providing valid recommendations to retain customers.
• Handling inbound lead calls and converting them into saves.
• Meet daily BPS and monthly Targets.
• Works on miscellaneous projects as directed by the Sales Coach.
• Consistent communication with Sales Coach via Microsoft Teams. Distribution Call Center
HOUSTON FOOD BANK - Humble, TX
October 2020 to September 2021
· Answers inbound calls regarding partner inquiries
· Outbound calls to agencies with follow up information
· Enters items from paperwork provided by the warehouse to invoice to agencies
· Lead on specific CSFP invoices (checks database in google docs for invoices, reaches out to warehouse employees to ensure invoices are completed daily)
· In charge of CSFP invoices by ensuring they have all been entered for the current month before month ends.
· Corresponds with inventory team to provide proper quantity for items to be invoiced. Sales and Retention Agent
JUST ENERGY - Houston, TX
July 2020 to October 2020
· Handling inbound lead calls and converting them into sales.
· Manage pipeline of generated leads.
· Outbound calling to retain lost sales.
· Meet daily KPI's and monthly/quarterly Sales Targets.
· Works on miscellaneous projects as directed by the Sales Manager and Executive Team.
· Be a contributing member of the Sales Team in revenue, culture, and image.
· Daily training via Microsoft Teams.
· Consistent communication with Sales Manager.
Customer Service Agent
ALORICA - Humble, TX
March 2020 to June 2020
· Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
· Maintains and updates customer information as necessary
· Calmly attempts to resolve and de-escalate any issues
· Escalates calls to supervisor when necessary and appropriate
· Responds to requests for assistance and/or possible processing of credit card authorizations
· Tracks call-related information for auditing and reporting purposes
· Provides feedback reports on call issues related to downtime and/or training issues Air Export Agent/ Ocean Export Agent
PANALPINA/DSV - Humble, TX
July 2019 to January 2020
· Promote a positive relationship with the client by ensuring excellent, timely and proactive customer service always and in conjunction with other departments and third parties, and monitor quality of service produced by the team.
· Establish detailed profiles and procedures that properly represent client’s export processes. Receive, review and process high-volume and/or complex export transactions for client(s), including booking, billing, classifications, processing data through the Company’s system, and obtaining consular releases and other government agency releases as appropriate.
· Process bills of lading for outgoing shipments and provide clear instructions to the team for handling each shipment.
· Create quotations for individual shipments, including estimating prices for the shipper, selecting transportation companies to use, and setting profit margins for individual shipments. Review and monitor all Shipper Export Declaration rejections, requests for information from client and any government agency, and other correspondence.
· Identify transactions and tasks that require special handling, recommend improved processes to management, and implement resolutions within assigned scope of responsibility.
· Identify, investigate and resolve all areas of client concern in a timely and proactive manner by monitoring team performance against Company and client standards.
· Alert client to special areas of concern or potential problems in the export process. Office Cargo Agent
WFS (WORLDWIDE FLIGHT SERVICES) - Humble, TX
December 2018 to July 2019
· Expedite and route movement of incoming and outgoing cargo and freight shipments in airline and trucking terminals
· Take orders from customers and arrange pickup of freight and cargo for delivery to loading platform.
· Prepare and examine bills of lading to determine shipping charges and tariffs.
· Answer questions and respond to customer needs via phone and email in a timely manner.
· Open the office and close office per scheduled needs.
· Arrive freight by completing AMS and notify customers of arrival via email and phone. Legal Litigation Expeditor
THE MARKER GROUP - Houston, TX
June 2018 to November 2018
· Answer/ make calls and respond to emails
· Average 85 handle customer inquired both via telephone and by email.
· Entered new customer information into system, update existing information
· Escalate propriety issues to appropriate department.
· Follow up on customer calls where necessary according to standard operating procedures.
· Worked independently as well as part of a team.
Payment Processor/ Customer Service Rep
ACCLARA SOLUTIONS - Houston, TX
May 2017 to June 2018
· Liaison between patients, patient’s relatives, and the healthcare organization
· Handles patient’s questions, complaints, problems and concerns
· Takes payments for statements by matching account numbers and processing debit or credit card payments over the phone
· Discuss insurance payments and patient responsible for statements.
· Handles inbound calls and process payments for patients, set up payment plans, or transfer to corresponding department for loan assistance.
· Commit to automatic outbound dialer and advice patients of bill status or collect payment. Annual Enrollment Specialist
AON HEWITT - The Woodlands, TX
November 2014 to August 2016
· Responsible for assisting customers in understanding and completing health insurance applications during Open Enrollment.
· Receive inbound calls regarding annual enrollment.
· Explain benefit packages to participants to ensure clarity of personal selections.
· Maintain expert knowledge of available insurance policies.
· Responsible for maintaining accurate and complete eligibility information. Make outbound calls informing participants of pending or closed statuses.
· Follow up with personal workflows/cases in a timely manner. Waitress / Host
CHUY’S RESTAURANT - Humble, TX
January 2015 to August 2015
· Walking customers through the restaurant to select appropriate seating
· Accurately received beverage and food orders from serving staff or directly from patrons. Served snacks and other food items to patrons.
· Prepared beverage orders.
· Assisted patrons with all other requests.
· Balanced cash receipts.
· Cleaned store: bars, tables and other work areas Bartender / Waitress
BREWINGZ SPORTS BAR AND GRILL - Houston, TX
August 2014 to September 2014
Waitress, Humble, TX August 2013-February 2014
· Responsible for mixing and serving drinks to patrons, directly or through wait staff.
· Responsible for welcoming and greeting customers in a courteous and professional manner.
· Accurately received beverage and food orders from serving staff or directly from patrons.
· Served snacks and other food items to patrons.
· Prepared beverage orders.
· Assisted patrons with all other requests.
· Balanced cash receipts.
· Cleaned store: bars, tables and other work areas. Customer Service Representative
ASURION CALL CENTER - Houston, TX
January 2014 to June 2014
· Responsible for providing an all-inclusive, comprehensive customer service experience for customers.
· Assist customers in filing claims for lost, stolen, and damaged mobile phones.
· Used advanced knowledge to provide technical support for programming and/or equipment issues.
· Answered ongoing inbound calls in a timely manner, actively listening to understand issue and provide troubleshooting resolutions.
· Diffused customer frustrations by providing solutions and determining service options.
· Received customer payments and inside sales.
· Encouraged customers to take survey with highest result being a 5. (Monthly average 93%) Education
High school diploma
Skills
• Strong Interpersonal and problem-solving skills
• Excellent time management skills
• Skilled at learning new concepts quickly and communicating ideas clearly and effectively
• Adaptability and ability to work under pressure
• Extensive call center training and background
• Extensive computer training
• including Microsoft Word
• Excel
• Outlook
• Cold Calling
• Help Desk
• Google Docs
• Outbound Sales
• Live Chat
• Inside Sales
• Software Troubleshooting
• Troubleshooting
• Heavy lifting
• Documentation review
• Vital signs
• Spanish
• Communication skills
• Cash handling
• Typing
• Customer service
• Windows
• Outbound sales
• Sales
• Inside sales
• Supervising experience
• Technical support
• Help desk
• Cash register
• Restaurant experience
• Serving
• Security
• Bartending
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