Customer Service Representative

Keandra Smith

Professional Summary: Experienced and highly motivated customer service professional with over 10 years of experience in fast-paced, client-facing environments, including financial services, retail, and e-commerce. Proven ability to handle high call volumes, resolve customer inquiries efficiently, and provide exceptional support across phone, email, and in-person channels. Skilled in de-escalation, multitasking, and maintaining a positive and professional tone under pressure. Seeking to bring strong communication and problem-solving skills to a dynamic call center team.

Professional Experience

Southeast Toyota – Jacksonville, FL

Parts Assembler January 2024 –May 2025

● Packing and Shipping orders

● Loading and unloading conveyor belts and scanning parts for customers orders. Navy Federal Credit Union – Jacksonville, FL

Member Service Representative April 2022 – September 2024

● Responded to a high volume of member inquiries via phone and in-person, addressing banking needs with accuracy and professionalism.

● Provided detailed account support including loan applications, account openings, and financial product explanations.

● Resolved complex account and transaction issues, escalating only when necessary and maintaining member satisfaction.

● Promoted additional banking services based on members’ needs, enhancing engagement and loyalty. AutoZone – Jacksonville, FL

Customer Service Representative September 2016 – September 2021

● Delivered phone and in-store support for customer questions, product availability, and order tracking.

● Handled complaints and service issues with empathy and problem-solving, achieving high satisfaction scores.

● Processed payments and refunds, managed inventory checks, and guided customers through product features and solutions.

● Maintained detailed logs of customer interactions and transactions. Amazon – Jacksonville, FL

Customer Service Representative August 2010 – January 2015

● Provided phone-based support for order tracking, returns, account access, and shipping issues.

● Resolved escalated concerns with professionalism and adherence to company policies.

● Demonstrated patience and clarity in communication while assisting customers with account troubleshooting.

● Worked cross-functionally with fulfillment teams to ensure service quality and order accuracy. Education

Florida State College at Jacksonville – Jacksonville, FL Associate of Arts, General Studies May 2014

Core Call Center Skills

● High-Volume Call Handling

● Inbound/Outbound Customer Support

● Conflict Resolution & De-Escalation

● CRM & Call Logging Software (e.g., Salesforce, Zendesk – if applicable)

● Active Listening & Clear Communication

● Financial Services Support

● Multi-Channel Support (Phone, Email, In-Person)

● Product Knowledge Delivery

● Account Inquiries & Technical Assistance

● Time Management & Performance Metrics

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