Customer Service Security Officer

DUANE NORTON SMITH

Oklahoma City, OK ***** 405-***-**** *****.*****.***@*****.***

LinkedIn Profile

CAREER SUMMARY

Dynamic professional with over 15 years of progressive leadership and management experience, specializing in center support operations, personnel management, and project development. Demonstrates exceptional planning, coordinating, and delegating capabilities. Proven ability to resolve conflicts, retain talent, and drive performance development. Organized, meticulous, and analytical with strong communication skills, adept at identifying and solving complex problems.

Core Competencies

- Conflict Resolution and Retention Management

- Training and Performance Development

- Leadership and Supervision

- Strategic Planning and Mission Execution

PROFESSIONAL EXPERIENCE

Resolutions Coordinator, Corporate Headquarters, Love’s Travel Stops, Inc., The Village, OK

09/2021 – 06/2024

Collaborated with Risk Management and Loss Prevention teams to analyze fraudulent commercial accounts and enhance resolution efficiency.

Delivered exceptional customer experiences by correcting and collecting payments on outstanding commercial fleet account balances.

Improved financial and billing processes across systems, boosting customer satisfaction and retention.

Logged disputes, communicated with maintenance locations, and resolved failed transactions efficiently.

Love’s Veterans ERG Leadership Board Officer-Field Coordinator, 08/2023 – 06/2024

Partnered with ERG Steering Committees to scale field participation.

Coordinated strategic initiatives with VP, program coordinators, and communications teams to promote ERG efforts.

Sales Professional, Trek Bicycle Corporation, Oklahoma City, OK

10/2019 – 05/2020

Guided customers in purchasing decisions, recommending products tailored to their needs and improving satisfaction.

Executed marketing campaigns to enhance brand awareness and boost sales revenue.

Managed inventory control, conducted cycle counts, and prepared shrinkage reports.

Resolved customer concerns and strengthened retention through net promoter surveys.

Universal Service Agent Lead, Global Operations Division, Williams-Sonoma, Inc., Oklahoma City, OK

08/2013 – 10/2019

Oversaw administrative and operational support for the e-commerce supply chain and delivery hub scheduling.

Expedited LTL/3PL shipments and escalated delivery scheduling issues to case management operations.

Designed and delivered training curriculums, mentoring new associates through virtual and in-person sessions.

Managed Tier II escalations, ensuring compliance with corporate relations policies.

EDUCATION

Associate’s Degree in Criminal Justice

Vatterott College, Berkeley, MO

ADDITIONAL QUALIFICATIONS

Proficient in Microsoft 365, Teams, SharePoint, Oracle NetSuite, SAP SE, Salesforce, Accurint, Magora OMS,

Certified in CPR/AED and SafeSport Core (USRowing/Riversport Foundation)

Current Volunteer: American Red Cross Disaster Action Team (DAT), Central-Southwest Oklahoma Chapter.

Volunteer Leadership

Rowing Captain (Adaptive Rowing Team), Riversport OKC – 03/2023 – Present

Contact this candidate