Customer Service Support

Shellie Smith

*** ****** ** *********, ** ***** 585-***-**** **************@*****.***

Dear Mam/Sir;

With this letter, I wish to express my strong interest in seeking a professional career opportunity with your company. I believe that I possess many qualities, and skills that would aid and benefit your endeavors. Accordingly, a complete resume is attached.

I have excelled in positions where I’ve utilized my ability to exercise sound judgment through my competence, leadership, dedication, and diverse experience. I have proven to be a highly effective communicator; including spoken, written, and computer proficiency. I am an exceedingly motivated person, where I employ my interpersonal skills to ensure a positive experience for my company, clients, co-workers, and myself.

I am a dependable, thorough, and customer service oriented professional. I look forward to meeting with you to discuss how I can both accommodate and enhance your goals. Please feel free to contact me at 585-***-**** if you require further information. Thank you in advance for your consideration, and I hope that you will view my candidacy favorably.

Sincerely,

Shellie Smith

Shellie Smith

553 French Rd Rochester, NY 14618 585-***-**** **************@*****.***

Professional Profile

Analytical and dynamic self-starter. An energetic, collegial, and team-focused professional with the expertise to drive performance excellence amongst new and existing personnel. A critical thinker with sound problem-solving skills who applies experience, initiative and research to deliver viable, sustainable solutions. Cited routinely as a leader among peers for supervisory skills. A reputation for consummate professionalism, integrity, and results.

QUALIFICATIONS

Communicates efficiently and effectively with co-workers, customers and management

Outstanding work ethic

Highly motivated and dedicated professional

Able to adapt effectively to challenging and emerging situations

Sound interpersonal skills resulting in exceptional rapport with people

Excellent analytical skills with the ability to evaluate situations and identify solutions

Powerful public, motivational speaker

Find common ground to understand and lead individuals

Congregational leadership and management of community outreach projects with local parishes

WORK EXPERIENCE

Nation Express - Rochester, NY April 2018 – Present

Transportation Safety Supervisor/ Operations Supervisor

Supervise, mentor and train personnel to perform all essential tasks to meet company goals

Conduct inspections, incident/accident investigations and complete timely reports

Track, analyze reports based on the company’s safety statistics, presenting trends to management and assisting in trainings to further improve the overall safety rate

Supervised daily dispatch activities, workload and personnel transporting students with special needs

Coach and counsel drivers and bus attendants in improving driving, interaction skills, children’s special needs, etc. to meet operational expectations

Administer discipline, as necessary

Works collaboratively with co-workers and management, corporate personne

Attends meetings, being an active, respectful participate in order to improve CSC improvement and meet company goals

Conducts mediations to resolve conflict

Monitors National Express software programs, reviewing data and use to support/train/coach resulting in individual goals and company goals of improving company’s KPI’s

Frontier Communications - Rochester, NY April 2013 – April 2018

Technical Support Manager

Managed, trained, coached, and evaluated a team of up to 31 within a call center environment

Monitored performance of direct reports according to established standards

Improved team performance through ongoing coaching and providing feedback to all team members

Assist in the selection process of new hires and promotion of current technicians

Conduct monthly call observations and meetings with employees to discuss areas of opportunity and review metrics and statistics for purpose of plan development

Fiber Optic Senior Technician

Managed high level escalations and supervisor calls to retain both business and residential customers

Achieved and maintained company goals by mentoring technicians to achieve their monthly goals. Results included improving twelve of Frontiers IHD Techs close ratios that were below base to a high success level

Assisted and facilitated team meetings, generating ideas to improve processes and revenue for the business

Facilitate soft skills and de-escalation trainings for all employees in the IHD

Designated to handle escalations from Vice President of company

Frequently tasked with high level escalations due to successful results

Fiber Optic Technician Level 1.5

Provided premier customer service and support multiple layers of technicians with FIOS, Frontier TV, Video, Internet

Provide solutions to technicians and escalate as needed

IHD, Fiber Optic Technician Level 1

Perform troubleshooting steps to identify, isolate and possibly resolve issues for all Frontier TV, Data and Voice troubles

Identify, track & report multiple user issues to internal network technicians

Provision IP TV, Internet, and, VoIP service

Analyze, troubleshoot, and support the end-user with internet connectivity issues

Provide premier customer service and a “Customer First” experience to every customer

Maintained a premier close ratio in F-Secures sales in all 4 quarters in the calendar year, in result generating over $12,000 in revenue for the company

Met and exceeded all company goals by maintaining high level status on all metrics

New Life Church of Christ September 2014 - Current

Pastor

Guide church in discovery and fulfillment of its calling and mission, encouraging spiritual development, leading congregation, and expanding congregation’s participation in mission activities

Plan worship services and events, and equip staff and lay leaders to coordinate services and events; oversee staff and ensure they have resources to fulfill duties and responsibilities

Collaborate with finance and stewardship ministry group to manage church finances and devise strategies to grow stewardship

Provided pastoral care, including hospital, shut-in, bereavement, and funeral visitation; guided and counseled congregation, and youth

Established and oversee a Community Outreach ministry involving several local churches

Waste Management, Rochester NY May 2005 - Feb 2013

Operations Coordinator

Managed and assigned staff to residential, commercial, and industrial routes in upstate New York region

Assisted department in handling day-to-day functions on areas of billing

Supported clients to resolve high level escalations from customers, ensuring issues were resolved

Provided professional customer service to both internal, external residential and commercial clients

Contacted clients as needed to provide information on delays or problems with service stops

Energy East (RG&E), Rochester, New York May 2002 - April 2005

Billing Customer Service Rep

Provided professional customer support for customers with in NY state

Implemented problem solving solutions with clients to obtain their accounts

Educated clients on their account’s bills and services

EDUCATIONAL BACKGROUND

Element K/Ziff Davis Certification, Rochester NY

M.C.S.A./ C.N.A., Administrator, August, 1996

Benjamin Franklin Business Magnet Institute 1992

PROFESSIONAL REFERENCES

References Available Upon Request

Contact this candidate