DUANE NORTON SMITH

**** ** **** ******, ******** City, OK 73112

Phone: 405-***-****

E-mail: adksjr@r.postjobfree.com

OBJECTIVE

Seeking a position in the customer relationship management profession utilizing my extensive and diverse experience in the areas of center support operations, personnel management, project development, and offering opportunities for personal contribution and professional growth.

CAREER SUMMARY

Over 20 years’ progressive leadership and management expertise with especially strong planning, coordinating, and delegating capacities. Articulate problem solver with superior analytical and communication skills. Organized, meticulous, and methodical: particularly adept in problem identification, research, analysis, and resolution.

conflict resolution and retention management

training and performance development

leadership and supervision

long- and short-range mission planning

WORK EXPERIENCE

Universal Service Agent Lead, Global Operations (8/2013- Present)

Williams-Sonoma, Inc., Oklahoma City, OK

Received inbound customer service calls involving the order status and delivery for a global multi-channel specialty retailer brand for the North American and the United Kingdom markets. Implement daily administrative operational support of the e-commerce supply chain In-home delivery hub scheduling. Responsible for ensuring the expediting of LTL/3PL escalated case management operations from internal/external customers and direct ship vendor partners. Provide on-going training curriculum instruction ad hoc and mentorship of the (ICS) international customer service team through face to face/virtual e-learning LMS platform.

Insurance Servicing Generalist (10/2012- 6/2013)

AAA NCNU Inter-Insurance Bureau, Oklahoma City, OK

Handled inbound calls from AAA members with automobile and homeowner’s policy inquiries to

include billing, renewals, premium changes, endorsements and explanation of resulting impacts to the policy and adherence to state regulatory requirements. Maintained a best of class service level with meeting/exceeding performance management targets with the use of net promoter score (likelihood to renew or refer), and quality assurance score metrics (underwriting accuracy).

Call Center Operations Supervisor (8/2010- 1/2011)

Affiliated Computer Services, Inc., - A division of XEROX Corporation, Yukon, OK

Provided management supervision with quality call monitoring, mentoring, and performance coaching of a 15-18 person customer service team for a contracted wireless service provider. Ensured accurate and timely reports through the use of Varint, Prism, Webstation, and other human capital management software for individual/team performance reports to the senior operations manager. Facilitated training and development of team members and performed candidate interviews. Handled escalated supervisor calls and monthly budget team expense presentations.

Customer Service Representative I (8/2005- 2/2010)

AT&T Mobility, Oklahoma City, OK

Handled best of class inbound customer service inquiries for the Northeastern US market to include billing resolution, technical assessment and troubleshooting. Conducted support role in determining approval/denial for new customer account lines of credit to company eligibility requirements. Utilized win back retention management in identifying marketing/promotional incentives to reduce churn and increase average revenue per unit (ARPU). Provided first contact resolution to wireless customers for technical troubleshooting inquiries.

Owner- Broker (1/2004- 8/2005)

ICellular Systems, Inc., Oklahoma City, OK

Provided management supervision in volume sales brokerage of cellular phones to include quality control testing, software unlocking services and domestic/overseas order fulfillment. Facilitated and streamlined exclusive Internet e-commerce network platform for various national/international distributors for encrypted payment transactions. Responsible for filing applicable customs and legal documentation for compliance with local, state, and federal mandates. Created and established a cellular phone fundraiser recycling program to various 501(c)(3) non-profit organizations.

EDUCATION

United States Marine Corps

Communication Electronics School/ Air Ground Combat Center

Twentynine Palms, CA (1988)

Military Occupational Specialty (MOS 2351), Field Radio Operator Course- Certificate

High School Diploma

Highlands Senior High School

North Highlands, CA (1983-1987)

Graduate.

ADDITIONAL QUALIFICATIONS

Proficient computer software experience to include Oracle Netsuite, Salesforce, Accurint, Magora OMS, Manhattan PKMS, Paycor HCM/LMS, ServiceNow, IBM AS/400, Microsoft Windows 7/10 Professional, Microsoft XP Professional, Microsoft Office Suite (Word, Powerpoint, Excel, Outlook, Access, Publisher)

FEMA Community Emergency Response Team (CERT) (3/2019- Present)

Member/Liaison Life.Church NW Campus Oklahoma City, OK

Volunteer Disaster Services Coordinator

Licensed and Bonded Process Server- Oklahoma County District Court, State of Oklahoma, Active Oath of Office (2011-2013)

American Red Cross Disaster Services Disaster Action Team (DAT) (2001- 2005)

Member, Central Oklahoma Chapter; DSHR National Deployment

Contact this candidate