Customer Service Professional with 30+ Years Experience

Clifton S. Smith

Key Qualifications

Title: Customer Service Representative

Status: Current Employee, Full-time

Security Clearance: Public Trust

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Information Processing (1993)

Employee of the Quarter (2012)

Employee of the Quarter (2022)

Employee of the Month (2021)

Proficiencies in Microsoft Word and Excel

Proficient in Online Chat

Quality Assurance

SUMMARY:

Mr. Smith. has thirty years of customer service experience including telephone experience as well as eleven years in a team leader/supervisor role and quality assurance. Mr. Smith currently has public service trust.

EXPERIENCE:

04/2018 - Present

ITCON Services, LLC (ITCON)

Customer Service Representative

Mr. Smith is a Customer Service Representative working under the contract for AmeriCorps formerly known as Corporation of National and Community Service. His duties are resetting passwords for community service volunteer members who either cannot remember their AmeriCorps login account information or were locked out. Mr. Smith informs members via telephone and online chat the status of education award payments that community service members used to pay for college tuition or federal student loan payments. Mr. Smith is also proficient in Espan to look up actual AmeriCorps members’ service hours when education payments were sent and how they were sent whether by check or electronic deposit. Mr. Smith receives sensitive information by secure file email on community service members if a service member’s date of birth, social security number, name change or name correction on AmeriCorps highly secure database for correction. Mr. Smith sends via email secure file transfer links to customers and Americorps programs to upload documents for citizenship verifications, updates and corrections to an applicant or member’s information in the Americorps database known as Staff Portal. Customer tickets are forwarded to Americorps Headquarters for further resolution. Mr. Smith also has the responsibility of reporting his daily assignments to management before close of business and during weekly online administration meetings. Mr. Smith is also proficient in converting Word or HEIC (High Efficiency Image Container) documents in PDF (Portable Document Format) format and reducing the size of the newly created PDF document if it uses many megabytes. Mr. Smith adds and updates folders in the Kiteworks network to store confidential documents for record-keeping purposes.

09/2015 – 03/2018

Kingz, LLC

Customer Service Representative

Mr. Smith was a Customer Service Representative working under the contract for the Corporation of National and Community Service (CNCS) also known as AmeriCorps. His duties were resetting password for community service volunteer members who either cannot remember their login information or were locked out. Mr. Smith informed members via telephone the status of education award payments that community service members used to pay for college tuition or federal loan payments. Mr. Smith received sensitive information by fax on community service members if a service member’s date of birth, social security number, name change or name correction on the Corporation of National and Community Service’s AmeriCorps highly secure database for correction.

10/1995 – 09/2015

Computing Technologies Inc

Customer Service Representative/Team Leader

Mr. Smith was a Customer Service Team Leader working under contract for the United States Department of Transportation. Mr. Smith duties included training new hires on phones and the processing of Motor Carrier Identification Reports submitted via fax or mail for motor carriers who were required to apply for a USDOT and Motor Carrier Operating Authority numbers. Mr. Smith also recorded arrival and departure times of other customer service representatives and reported to upper management if a customer service representative was unable to arrive on time or called out due to illness or personal emergency. Mr. Smith also did Quality Assurance on service representatives providing feedback to service representatives and upper management via email. Mr. Smith did quality assurance involving delivery of mail to motor carriers in North America. Mr. Smith also was responsible for resolving issues with irate customers on the telephone.

09/1994 – 10/1995

Superfresh

Cashier

Mr. Smith duties as a cashier was scanning groceries for customers, totaling the amount owed and turning in the daily receipts. Mr. Smith also cleaned the grocery store after hours.

TECHNICAL SKILLS:

Proficient in Microsoft Word

Proficient in Microsoft Excel

Cisco Finesse

Kite works

AmeriCorps Chat Line

Quality Assurance

PDF Document Creation

CERTIFICATIONS:

New Motor Carrier Management Information Systems (MCMIS), 2002

Certificate of Security Essentials for the Front Desk Professional, 2003

Certificate of Mastering the Basics of Microsoft Excel, 2003

Certificate Security Awareness Training (SAT), 2008

Computing Technologies Employee of the Quarter, 2012

ITCON Inc Employee of the Quarter, 2022

ITCON Inc Americorps Hotline Employee of the Month, 2021

Certificate Security Awareness Training (SAT) CNCS, 2019

EDUCATION:

Lord Fairfax Community College 2002

Computing Technologies Inc., 1995

Rockhurst University Continuing Education Center, 2002, 2003

Information Processing Washington Business School, 1992-1993

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